Connecting With The Consumer: Using Social Media to Attract & Delight Customers

@nicolekroese | #ALTASMS | @likeablelocal | @WingedFootTitle

PRESENTED BY: Nicole Kroese Director of Marketing and Partnerships

Likeable Local

[email protected]

Using Social Media

To Attract, Delight, & Connect

With Customers


About Me

o Director of Marketing and Partnerships at Likeable Local

o Seattle native

o NYU Grad

o Formerly a professional dancer

o Connect with me on Twitter/

@NicoleKroese and FB/LinkedIn

o Email me [email protected]

mailto:[email protected]


LET’S GET TO KNOW EACH OTHER (Raise your hand if it’s true for you!)

o I consider myself a social media expert.

o I know what’s going on, but am not an expert.

o Let’s cover the basics, I’m a social media novice!

o I believe in social media as a business growth tool.

o I’m a bit of a social media skeptic.

o My business has benefited from word of mouth.

o My business currently has a social media presence.

o My business has an effective social presence that is

driving new customers!


• Challenges for the Industry on Social

• Why Your Customers WANT to Follow You

• Solutions 1. Incentives For Customer

Engagement2. Content Tips3. Smart Advertising 4. Social Customer Support

• Questions?

We Will Cover


Americans spend

more time on social media

(37 minutes daily)than any other internet activity,

even email

Over $8.5 billion was spent on social media in 2014

And projected spend for 2018 is

$14 billion

In 2014 social mobile ad spending

surpassed non mobile

spending

70% of marketers will

increase spend

on social in 2015

Sources: Business Insider, Marketing Tech Blog


Real Estate Industry & Social Media

Frequent Posting: On average 20x per week (more than

any other industry!)

Facebook Centric: 14/20 posts are Facebook posts

Getting less than 2 engagements per post (less than

most industries)

What can your business learn from these trends?

How can you increase your engagement and results ?

Recent data from the 2014 Social Benchmarks Report:


Challenges

Staying top of mind is hard: People buy and sell homes infrequently

Consumers don’t know why they should know of you

-Gathering a following, both of customers and prospects

-Creating content that fans ACTUALLY want to engage with

-Creating messaging that applies to prospects, customers,

and past customers

On Social Media:


TOP 5 REASONS YOUR CUSTOMERS

WANT TO FOLLOW YOU ON SOCIAL

1. To find out about your latest promotions and discounts

1. New product announcements and information

1. Customer service

1. Entertaining content

1. Ability to provide feedback


Connecting With The Consumer Is About…

The right message

at the right time

to the right people.


1. It All Starts With Your Customers

Your current and past customer are the foundation of your social strategy.

If you really are a likeable business, they will be happy to engage with you!

4 Great Ways to Encourage

Customer Engagement:

Referral Program

Incentives for Reviews

Shout-outs and responses

Entertaining Content


Ask For Referrals!o A referral is the best gift a

customer can give you. Make

it easy for them!

o Reward loyalty and goodwill


Listen & Respond

Regardless of your industry,

responsiveness always counts.


2. Create An Engaging Content Strategy

• Create a MIX of

content, to avoid being

overly promotional

• Provide value!

• Educate, Entertain,

and Inspire!

• Quality trumps

quantity


Follow the 10 Commandments of Content

Creation

**From our Free eBook www.SocialContentEBook.com **

1. Give your followers a reason to engage

2. Think positive

3. Remember to K-I-S-S (Keep It Simple, Stupid!)

4. Have a Conversation

5. Ask Yourself: Is it Sharable?

6. Know How to Properly Curate

7. Be Mindful of the 4-1-1 Rule

8. Keep It Timely

9. Use Visuals To Enhance Your Message

10.Tell a Story

http://www.SocialContenteBook.com


3. Smart Social Advertising

The groups you want to reach CAN be found &

communicated to with social ads and audience insights


Create Strategic Audiences

• Custom Audiences

• Lookalike Audiences

• Target Groups


Custom Targeting

Specify everything for gender, to income, to job title, to interests, to location!


Create Strategic Audiences


Custom & Lookalike Audiences

So, I can target my customer or prospect list, people who go to my website, AND

people who are similar to them?

YES!


4. Social Customer Support

o Listen and never stop

listening

o Don’t be afraid of negative

comments

o Surprise and Delight

o Be grateful

o Remember everybody

loves to be thanked and

recognized


About Likeable Local


THE LIKEABLE SOLUTION


See me after the presentation to learn more!

-Schedule a free consultation!

www.likeabledemo.com or call 212-359-4347

(save $100 for attending today!)

[email protected]

P.S: Get early access to our new app, Likeable VIP

www.LikeableVIP.com

To Learn More

http://www.likeabledemo.com

mailto:[email protected]

http://www.LikeableVIP.com


Thank You!!

CONTACTNicole Kroese

TWITTER@nicolekroese

[email protected]

PHONE212-359-4347

Questions? Learn more :

www.likeabledemo.com

212-359-4347

http://www.likeabledemo.com

Connecting With The Consumer: Using Social Media to Attract & Delight Customers

Social Media

Transcript of Connecting With The Consumer: Using Social Media to Attract & Delight Customers