5 key skills to increase customer engagement using social media
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These slides were developed for a webinar I delivered for IABC in May 2018. It covers why social media is important and the 5 key skills needed to increase customer engagement using social media
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5 key skills to increase customer engagement using social media
- 1. 5 key skills to increase customer engagement using social media Presented by Mel Kettle www.melkettle.com Image: Shutterstock
- 2. We don’t have a choice on whether we do social media, the question is how well we do it. - Eric Qualman Image: Shutterstock
- 4. Organisa2ons that use social media to engage posi2vely with their customers have a higher rate of trust organisations high in trust report 76% more engagement
- 5. Remember when? Image: Shutterstock Social media helps you STAND OUT Image: Shutterstock
- 6. Social media can increase engagement Image: Shutterstock
- 7. Where are you on the engagement ladder?
- 8. It’s like falling in love ❤
- 10. 5 skills to increase customer engagement
- 11. 1. Be strategic Image: Shutterstock
- 12. Think strategically • Be aware of current trends • Take time to think and reflect • Ask questions
- 13. Strategic planning • Comms and social media strategies • Risk mitigation • Social media policy
- 14. People will forget what you said. People will forget what you did. But people will never forget how you made them feel. ~ Maya Angelou 2. Customer service focused
- 15. It costs 5-10x more to get a new customer than to keep an exis2ng one
- 16. People decide how they feel about your business based on their customer experience
- 17. Across a wide range of industries, a 5% improvement in customer service will yield a 25-100% increase in profits The Loyalty Effect
- 18. 8 steps 1. Have a presence 2. Mobile friendly 3. Have a plan 4. Know your audience problems 5. Create experiences that surprise and delight 6. Give value 7. Ask for feedback 8. Be kind, patient, show empathy Image: Shutterstock
- 20. Be more human. In every engagement and comment. Mark W. Schaefer
- 22. 3. Crea2vity Everyone can be creative • 30 day creativity challenge • read • meditate • unplug • photo-a-day Image: Shutterstock
- 23. Create content that cuts through the cluMer • Storytelling • Video • Images • Audio • Leverage Image: Shutterstock
- 26. Hotel Zed
- 27. Use video • Facebook live • Instagram stories • LinkedIn • YouTube
- 28. In pla=orm messaging Personal contact with customers, strengthening relationships
- 29. • Editorial and content calendars • Manage approvals • Batch content • Time chunk • Schedule posts • Outsource 4. Be organised
- 30. • Canva, Easil, Wordswag • Wave, Ripl • LastPass, 1Password • SmarterQueue, Hootsuite, Buffer • Evernote • Rev • Slack, Trello, Asana 4. Useful apps
- 31. 5. Understand your analy2cs • Set benchmarks • Community engagement • Click-through • Enquiries • Sales • Influencer connections
- 32. July Workshops How to become a social association • Perth - 3 July • Melbourne - 5 July • Sydney - 10 July • Brisbane - 12 July • Wellington - 26 July https://www.melkettle.com/events/
- 33. My book A signed hard copy - melkettle.com Unsigned - Amazon, Barnes & Noble ebook - Amazon, iBooks, Kobo
- 34. Want more? Pop your email in the chat box •Workshops •Coaching •Training •Mentoring •Keynotes
- 36. Image: Shutterstock Mel KeMle 0404 600 889 melkettle.com mel@melkettle.com