Be More Than a Brand: Using Social Media to Connect with Customers

BE MORE THAN A BRAND
Dan Gates (@DanBlog)

Sunday, 28 March 2010

HELLO!

• My name is Dan

• Developing websites for 2 years professionally

• Worked on eCommerce, corporate, charity and
everything in between


AIMS

• Build strong relationships with clients

• No matter your business size - come across as a
person

• Encourage the customer to get involved and feel
valued

• Get you involved!


http://www.ﬂickr.com/photos/lostintheskies/1031629000/

WHY SOCIAL MEDIA?
I’m bored of FarmVille.


MORE POWEEEEER!!!

• Connects you to millions of people around the
globe - increase your potential customer base

• Allows direct interaction with a global audience

• Stalk celebrities

• Open forum to discuss new ideas and share
viewpoints


SOME STATISTICS

• On YouTube: 20 hours
of video every minute
and 100,000,000
video views everyday

• On Twitter:
50,000,000 tweets
every day (600 a
second!)


SOME STATISTICS

• On Flickr: 3.6 billion images archived

•5 billion minutes spent on Facebook everyday; if it
were a country it would be the 8th most
populated

• 2/3 of the global internet population use social
media sites

• 5th most popular online activity


http://edwheeler.deviantart.com/

TWITTER

REASONS TO USE TWITTER

• Meet people

• Source of information

• Search engines

• Increase site visits


TWITTER AS A BUSINESS
TOOL
• Gives you access to prospects (if your prospects
are online)

• Give your critics a forum which you can study

• Keeps you up to date faster than any other news
source

• Makes it easy to learn the latest things


KEEPING PEOPLE
ENTHRALLED ON TWITTER
• Post on the go

• Post on the go...with
photos!

• Integrate

• Share links

• Be social


KEEPING PEOPLE
ENTHRALLED ON TWITTER

• Don’t just post about your stuff, don’t just toot
your own horn

• Post some human stories, not just business

• Post titles or descriptions with links & images

• Ask questions


GETTING THE MOST FROM
TWITTER

• Follow interesting people

• Use Twitter Search to see who’s talking about you
and what they’re saying

• Use URL shorteners

• Respond & Retweet


USING TWITTER FOR
CUSTOMER SERVICE

• Enhances existing customer service

• Face criticism and use it to your advantage

• Feed your ego


AN EXAMPLE
A hosting company that does it badly.


AN EXAMPLE
A hosting company that does it well.


TWEET A QUESTION

• @companyname Can I do....?

• @DanBlog Yes, that’s not a problem.

• It’s short, it’s sweet: it’s painless


OPINION POLLS ON
TWITTER

• Get a quick measure of opinion from your
customers

• Help inform decisions quicker


HERE’S ONE I MADE
EARLIER
What is your favourite social media app?

Help me out! Tweet:

@danblog YOUR ANSWER #TP_10


PENCILS DOWN
Let’s see what we have...(this may go horribly
wrong...)


TWITTER ROUNDUP


REASONS TO USE FLICKR

• Put faces to names, gain familiarity

• Free photographers

• Let clients see the team spirit and the day to day
goings on of working with you

• Used by journalists, students and conference
speakers


FLICKR AS A BUSINESS
TOOL?
No!


SO WHAT SHOULD YOU
DO?
• Pick a good screen name that relates to your site

• Build your proﬁle

• Upload quality photos for people to see

• Write great text for your photos

• Joingroups and become an active member of the
community


GETTING SEEN

• Tag photos

• Tag people

• Link to Flickr from your website

• Inform people of new photos on Twitter


PRACTICAL USES

• Have a gallery of
websites you’ve built
to supplement your
proﬁle

• Add your catalogue of
products


FLICKR ROUNDUP


FACEBOOK


REASONS TO USE
FACEBOOK

• Biggest social networking site

• Versatile

• Research prospects


FACEBOOK AS A BUSINESS
TOOL

• Gain trust with a full proﬁle

• Market yourself

• Market your products

• Advertise upcoming events


GETTING THE MOST OUT
OF FACEBOOK

• Use applications to bring in feeds from other
social media applications

• Create lists to control what people can see

• Get a vanity URL

• Add your Facebook URL to you email signature


OF FACEBOOK
• Use Facebook Connect
to integrate with your
website

• Create a group or fan
page

• Use suggested friends

• Join networks


OF FACEBOOK

• Upload photos as with
Flickr.

• Present links well


FACEBOOK AS A SUPPORT
FORUM

• People post questions on Facebook

• You/your support staff respond


FACEBOOK ROUNDUP


YOUTUBE
Not just for looking like a muppet


REASONS TO USE YOUTUBE

• Show off your expertise

• Share knowledge


YOUTUBE AS A BUSINESS
TOOL

• Market yourself, your business and your products

• Become a source of authority

• Increase traffic to your website with call to action
overlays


THEIRTUBE
It’s not all about You


GETTING THE RATINGS UP

• Create a channel

• Upload videos of presentations you’ve given

• Upload informative videos that relate to your ﬁeld

• Interviews


GETTING THE RATINGS UP

• Link to your YouTube
channel on other
collateral

• Comment on other
videos, channels and
playlists


OF YOUTUBE

• Choose a username that reﬂects your business

• Use your company logo as your proﬁle image

• Show video testimonials of actual clients speaking
about how your service helped them

• Take people on a tour of your offices


OF YOUTUBE
• Use YouTube for how-to videos

• Study your channels performance

• Display company information in your videos

• Tie YouTube in with blogging

• Add closed captions


ROUNDING UP YOUTUBE


BLOGGING


REASONS TO BLOG

• Keep people up to date with your business
updates, but don’t just post about it

• Put your spin on the news

• Get people’s opinions

• Get higher search engine rankings


BLOGGING FOR BUSINESS

• Avoid the hard sale, use good content instead

• Have guest bloggers

• Post information about FAQs/troubleshooting


BRINGING IT TOGETHER


INTEGRATE

• Update all your feeds together

• Don’t make it necessary for people to have to
follow you on everything

• Keep the updates concise across your social
media but make the most out of them individually

• Link on your website and bring in feeds


SUMMING UP THE WHOLE
THING
• Powerful tool

• Massive audience

• Needs to be used with some intelligence

• Constantly ask yourself what your audience wants

• Don’t spam!


THANKS FOR LISTENING
Question time? *gulp*


Be More Than a Brand: Using Social Media to Connect with Customers

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