Using Social Media to Connect, Convert, and Create an Amazing Customer Experience

Using Social Media to Connect, Convert, &

Create an Amazing Customer Experience

Presented By: Nicole KroeseVP of Marketing & Partnerships, Likeable

Local@NicoleKroese www.SocialForAutoGuide.com

About Meo Seattle native o NYU Grad o VP, Marketing & Partnerships @

Likeable Local o Formerly a professional dancero Connect with me on Twitter/

@NicoleKroese and FB/LinkedIn o Email me

[email protected] @NicoleKroese | SocialForAutoGuide.com

mailto:[email protected]

Let’s Get To Know Each Other• I consider myself a social media expert! • I’m no expert, but I know how to do the basics +

some. • Back to basics for me-- I am a social media

newbie! • I’m currently using social media as part of my

marketing strategy . • My business has seen positive ROI from social

media! • I’m still not totally convinced social media

actually works. • My business has benefitted from word-of mouth.

@NicoleKroese | SocialForAutoGuide.com

These Are A Few Of My Favorite Stats…

Social media has a 100% higher lead-to-close rate than outbound marketing

American social media users spend on average 2.7 hours per day on social media

56% of the population goes to Facebook more than once a day, 29% for Twitter, 14% for LinkedIn 70% of marketers

increased spend on social in

2015

Over $8.5 billion was spent on social media in 2014And projected spend for 2018 is $14 billion

In 2014 social mobile ad spending surpassed non mobile spending

Sources: HubSpot, Digital Information World, We Are Social

The Top 5 Reasons PeopleWant To Follow You On Social

1. To find out about your latest promotions and discounts

2. New product announcements and information

3. Customer service

4. Entertaining content

5. Ability to provide feedback


How to Connect, Convert, & Create an Amazing Customer Experience

Using Social Media 1.Leverage current customers 2.Create an engaging content

strategy3.Listen & respond 4.Provide social customer support 5.Advertise (smarter)


1. Leverage Current Customers

They are the foundation of your social strategy If you really are a likeable business, they’ll happily engage with

you! Great Ways to Encourage Customer Engagement:

Encourage Referrals & Reviews Give Shout-outs and responsesShowcase Testimonials


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


Give Shout-Outs & Say “Thanks”

o When you get a great review, show you appreciate it! o You can even repost these on your Timeline, Website, etc.


Engage through: educating, entertaining, & inspiring + occasionally promoting)

2. Create An Engaging Content Strategy


Follow the 10 Commandments of Content Creation

~From our Free eBook SocialContentEBook.com ~1. Give your followers a reason to engage

2. Think positive3. 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 Rule8. Keep It Timely 9. Use Visuals To Enhance Your Message10.Tell a Story


3. Listen & Respond

Regardless of your industry, responsiveness always counts. @NicoleKroese | SocialForAutoGuide.com

People are talking about needing YOUR services on Social Media

Join the conversation!


4. Provide Amazing 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


5. Advertise (Smarter) on Social

① PLAN ahead. ② REACH the right people.③ ENTICE with relevant creative. ④ CONVERT visitors to customers. ⑤ SCALE smarter.


Why Advertise on Social?

With “Facebook Reachageddon” we now need to Pay-to-Play

Facebook Reachageddon = The End of Organic Reach. If you aren’t paying to boost your posts, only 1-2% of

your fans will see your posts organically


It’s OK!

Marketers who know what they are doing on social can blow away the competition with strategic ads.

You’ve never been able to market

smarter to a more expansive audience!


Choose A Strategic Objective


Objectives On Twitter


Create Smart Audiences

o Demo/Behavior/Interest

o Custom Audiences

o Lookalike Audiences


Targeted AudiencesSpecify everything from gender, to income, to job title, to interests, to location!


-30-50 year old-women-who are married-who live in Tennessee -who like Thai Food-& are interested in Cricket 2015

=1K-1.5K Monthly active FB Users!


Custom & Lookalike Audiences Get more business and referrals from current customers

Attract people similar to your current customers Get already-interested prospects closer to buying Retarget “cold-feet” visitors


Track and report regularly

Double down on what is working

You may be sick of your Ad, your prospects aren’t!

Adapt to current trends

Always-be-optimizing

Scale Smarter


Social Media = The New Word Of Mouth


Social Ads= Viral Word Of Mouth

Social Ads have BUILT IN endorsements from friends.


THE LIKEABLE SOLUTION


• Use thousands of content ideas at your fingertips and preplan your posts for the most effective times

• Automatically scheduled industry-specific content for Facebook, Twitter, & LinkedIn

Content Creation & Scheduling


TurboPost ™ Technology


Likeable Hub Site


Learn More | SPECIAL PROMOTION! Likeable Hub makes social media automated:

1. LEARN MORE about Likeable Hub 2. SIGN UP before Nov. 25th 3. SAVE BIG $$ on packages

-save on monthly price-reduced contract length

-other savings, too!

o SET UP A DEMO at LikeableDemo.como OR CALL 212-359-4347 o MENTION the SEMA show


QUESTIONS/ GRAND PRIZE

Redeem your Likeable savings at LikeableDemo.com or call 212-359-

4347!

TWEET: @NicoleKroeseEMAIL: [email protected] FB/LINKEDIN: /NicoleKroese

Likeable Local: TWEET: @LikeableLocalEMAIL: [email protected] FB/LINKEDIN: /LikeableLocal

Download our free eBook on social media for auto

professionals @ SocialForAutoGuide.com



Using Social Media to Connect, Convert, and Create an Amazing Customer Experience

Social Media

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