[For-Profit Version!] Relationship Marketing on Fire: Igniting Sales, Loyalty, and Customer Service...

#AhaTribe

AhaTribe.com | Lani & Allen Voivod, Your Allies in Possibility | @LaniVoivod | @AllenVoivod

Igniting Sales, Loyalty, and Customer Service

in the Social Realm

2014 VT/NH MarketingGroup Annual Conference

Relationship Marketing on Fire!

Source: karen_neoh on Flickr (CC BY 2.0)

https://www.flickr.com/photos/kneoh/5437743453/sizes/n/

https://www.flickr.com/photos/kneoh/5437743453/sizes/n/

#AhaTribe


What’s on the Path Ahead…

• What is “customer service”?• Monitoring brand chatter• Engaging with authenticity• Building online relationships• Listen, Learn, Connect!

#AhaTribe


“Relationship marketing is all about people

doing business with people.”

--Mari Smith, author, The New Relationship

Marketing

#AhaTribe


#AhaTribe


“Social media is about sociology and psychology

more than technology.”--Brian Solis, author, Engage

#AhaTribe


Who are your “customers”?

#AhaTribe


• Retail customers

• Online customers

• Phone/mail customers

• Suppliers

• Vendors

• Strategic partners

• Event leaders

• Boards and committees

• Government agencies

• Licensing bodies

• Associations/trade groups

• Media outlets

• Email/print newsletter list

• Social media contacts

• Employees/interviewees

• Interns

Your customers are the humans behind the categories.

#AhaTribe


Everything is customer service, because

everything is a BRAND EXPERIENCE.

#AhaTribe


It all starts with your BRAND.Who are you as an

organization?How do you portray

yourselves to customers?

What’s your “Why”?

#AhaTribe


Listen#1

“The ear of the leader must ring with the voices of the people.”

– Woodrow Wilson

#AhaTribe


LISTEN: Monitor brand chatter.

Find the conversations that will enhance your brand, your

reputation, and your “Know, Like, and Trust” factor.

Then participate in them.

#AhaTribe


People

Source: Celestine Chua on Flickr (CC BY 2.0)

Who’s most important to

listen to?

Industry thought leaders

Social influencers

Current clients and customers

The community you serve

Other brands and orgs that

share your “Why”

https://www.flickr.com/photos/celestinechua/10668754273/sizes/z/

#AhaTribe


KeywordsWhat words and phrases are

they using to talk about

things related to your “why”?

#AhaTribe


#AhaTribe


10 Ways to LISTEN:1. HootSuite 2. FB Interest Lists3. Twitter Lists4. Mention5. Hashtags

(Tagboard)

6. Google Alerts 7. Social Mention8. Twilert9. YT Subscriptions10.LI Group Digests

#AhaTribe


#AhaTribe


Learn#2

“You have to learn the rules of the game. And then you have to play better than anyone

else.” – Albert Einstein

#AhaTribe


LEARN: Let the data do the teaching.

Algorithms and audiences will tell you EXACTLY

what they like and don’t like, and EXACTLY what moves them to

action.

#AhaTribe


ReachHow many

people see what you put out there?

Source: Rberteig on Flickr (CC BY 2.0)

https://www.flickr.com/photos/rberteig/74361336/sizes/z/

https://www.flickr.com/photos/rberteig/74361336/sizes/z/

#AhaTribe


EngagingWho takes action, and what action is it?

Best to least best, according to Facebook:

Shares, clicks, comments, likes.

#AhaTribe


Chain of Action

1. What are your goals?

2. What’s the path to achieve

it?

3. Are customers following

through?

4. If not, where are they

getting lost?

5. Are they enjoying the

process???

Source: fallingrock on Flickr (CC BY 2.0)

https://www.flickr.com/photos/fallingrock/4590119575/sizes/l

https://www.flickr.com/photos/fallingrock/4590119575/sizes/l

#AhaTribe


10 Ways to LEARN:

1. Google Analytics2. FB Insights3. Twitter Analytics4. LI Company Stats5. YT Analytics

6. Sprout Social7. Meltwater Buzz8. Klout9. Kred10.Masterminding/

Communities

#AhaTribe


#AhaTribe


Connect#3

“The thing that we are trying to do with Facebook, is just help people connect and communicate more

efficiently.” – Mark Zuckerberg

#AhaTribe


CONNECT: Engage with authenticity.

Consistent, human, empathetic engagement creates loyalty,

engenders positive word of mouth, and moves people to take action.

#AhaTribe


TimingPeople just want

to know they’ve been heard. How quickly do you

respond?

#AhaTribe


#AhaTribe


Sharing

People talk – give them good things to say

about you!

#AhaTribe


5 Places to CONNECT:

1. YouTube2. Facebook*3. LinkedIn*4. Twitter5. Your

Website! Source: Speaking Latino on Flickr (CC BY SA 2.0)

https://www.flickr.com/photos/speakinglatino/7057549209/sizes/o/

#AhaTribe


PinterestFor 13 months from 9/12 to 9/13, drove more

referraltraffic to websites than Twitter, YouTube, LinkedIn, Google+, StumbleUpon, and Reddit - COMBINED. (via Shareaholic)

Average order driven from Pinterest is double that of a sale driven from Facebook ($80 versus $40, via Shopify)

#AhaTribe


http://pinterest.com/source/

YourWebsite.com

#AhaTribe


#AhaTribe


Instagram

Out of 200 million users, 70% log on daily, and 35% check in multiple times daily.

It’s the fastest growing of the Top 10 mobile apps.

#AhaTribe


#AhaTribe


VineBranded Vines 4x more likely to be shared than other video.

9 tweets with a Vine link are sent every second of every day.

#AhaTribe


1. Listen2. Learn

3. Connect

#AhaTribe


Today’s top communication channels make it super-easy for

you to engage with the people who are already thinking of you, marketing your business for FREE, and sharing

your brand with their own personal networks.

#AhaTribe


#AhaTribe


Building relationships online is an investment.

Like offline relationships, building online relationships

requirestime, attention, and genuine

interest.

#AhaTribe


The results of your investments?

It’s a numbers game, plain and simple.

Bigger (quality) audience = bigger (quality) customer base.

#AhaTribe



Also, bigger audience = authority, which is more attractive to Google.

#AhaTribe



And, authority = attention, which starts the virtuous cycle

all over again!

#AhaTribe


Relationship marketing is the foundation.You build on it with content marketing

– getting your message OUT THERE

in new and creative ways, using the channels where your

Ideal Audiences spend their time!

#AhaTribe


Once you have your

“why”…

#AhaTribe


#AhaTribe


Thank you!What was one of your favorite tips or ideas shared in this presentation? Please tweet it!• @EpiphaniesInc• #AhaTribe• http://AhaTribe.com

http://facebook.com/groups/ahatribe

#AhaTribe


The ‘A-Ha!’ Tribe Agenda for 2014

#AhaTribe


You’re invited! Join today at AhaTribe.com!On-demand access to:

• Monthly Training Webinars

• Exclusive Expert Interviews

• Private Mastermind Community

• Expanding Video Tutorial Library

• Exclusive Discounts, Early Access

http://AhaTribe.com/

[For-Profit Version!] Relationship Marketing on Fire: Igniting Sales, Loyalty, and Customer Service...

Business

Transcript of [For-Profit Version!] Relationship Marketing on Fire: Igniting Sales, Loyalty, and Customer Service...