Mobilize! 24/7 Social Media & The Growth of Customer Advocates By Scotty Greenburg
-
Upload
marketing-land -
Category
Social Media
-
view
87 -
download
0
Transcript of Mobilize! 24/7 Social Media & The Growth of Customer Advocates By Scotty Greenburg
#SocialPro #22A3 @ScottyGreenburg
Scotty Greenburg, Tango Card
MOBILIZE!24/7 Social Media & The Growth Of Customer Advocates
#SocialPro #22A3 @ScottyGreenburg
Here’s the agenda for the next 20 minutes:
Customer Strategy Social Media Strategy Customer Advocates Automation Make it Human!
About the Session
#SocialPro #22A3 @ScottyGreenburg
We make rewards easy to send and awesome to receive.
eGift Cards, Digital Prepaid Cards, Donations
Delivery Technology Absolute dedication to customer service
About Tango Card
#SocialPro #22A3 @ScottyGreenburg
Customer Strategy
“We don’t think of Tango as a rewards vendor; we consider Tango our rewards partner.”
#SocialPro #22A3 @ScottyGreenburg
Support: Customers Their customers 24/7 service – 9/5
hours
Customer Strategy
#SocialPro #22A3 @ScottyGreenburg
While our technology runs 24/7…
We can’t actually be available 24/7 – but our brand can be present.
24/7 Service?
#SocialPro #22A3 @ScottyGreenburg
Increase brand footprint while maintaining brand voice and presence.
Social Media Mission
#SocialPro #22A3 @ScottyGreenburg
We are in the office 7-5 PST On call tech support + alerts FAQs, Best Practices and Auto-response Social Media Advocates
Presence
#SocialPro #22A3 @ScottyGreenburg
Create personality (brand voice)
Mobilize the customer’s voice (advocates)
Automate Maintain personality
What to do?
#SocialPro #22A3 @ScottyGreenburg
Sum of the people Use brand aspects
and company stories to create a persona
Know your audience Stick to it and evolve
Create Personality
#SocialPro #22A3 @ScottyGreenburg
Advocate Marketing:
Your customers are the most effective and engaging marketers you have.
Identify Advocates
#SocialPro #22A3 @ScottyGreenburg
Organize them (We use Influitive)
Challenge them Incentivize them Recognize them Repeat
Mobilize Advocates
#SocialPro #22A3 @ScottyGreenburg
#1 piece of feedback – more challenges!
Identify and Mobilize Advocates
#SocialPro #22A3 @ScottyGreenburg
Advocates become comfortable with brand voice: Prompts to write Sharing Tango Card thoughts Their shares are our presence
Push Brand Presence with Advocates
#SocialPro #22A3 @ScottyGreenburg
Automate where possible
#SocialPro #22A3 @ScottyGreenburg
Challenges Scheduling Automated responsesBut remember…
Automate where possible
#SocialPro #22A3 @ScottyGreenburg
There’s no reason to do any of this if there isn’t ultimately a person to talk to.
It’s people helping people
#SocialPro #22A3 @ScottyGreenburg
A genuine, helpful response goes the furthest – even if it’s not instantaneous.
Presence to Availability
#SocialPro #22A3 @ScottyGreenburg
The results… A wall of customer
praise Our customers don’t
leave They talk about us
all the time!
#SocialPro #22A3 @ScottyGreenburg
THANK YOU!
SEE YOU AT THE NEXT MARKETING LAND EVENT!