The document provides an overview of using social media to engage customers. It discusses discovering the top social media networks for business and learning where to invest through understanding customers. It also covers creating content for social media, tips for maximizing use, and creating a digital strategy. The document includes information on platforms like Facebook, Twitter, YouTube, and LinkedIn and provides statistics on their users. It emphasizes creating a plan to achieve goals and measuring results.
Engaging With Your Customers Using Social Media - Leigh Jewiss 161015
1. Engaging with your
customers using
Social Media
@LEIGHJEWISS
AU.LINKEDIN.COM/IN/LEIGHJEWISS
JEWISSTRAINING@GMAIL.COM
LEIGHJEWISS.BRANDED.ME
2. Today we are going to learn……
Discover and learn about the top social media
networks and which ones are the best for your
business
Learn where is the best place to invest in Social
Media through knowing your customers
Explore what to put on social media for the best
results
Discover tips and tricks on how to maximise the use
of social media and how to create the time to use it
Learn what a digital strategy is and how to create one
for your business
4. Why Social Media?
“Social media will help you build up
loyalty of your current customers
to the point that they will willingly,
and for free, tell others about you.”
- Bonnie Sainsbury (@bsainsbury)
5. Why Social Media?
“Social media will help you build up
loyalty of your current customers to the
point that they will willingly, and for free,
tell others about you.”
- Bonnie Sainsbury (@)
Source: http://blackboxsocialmedia.com/why-use-social-media-marketing-for-advertising/
6. 1. Make it Easier For Potential
Customers to Find You
2. Make it Easier to Showcase Your
Products and Services
3. Make it Easier to Market Your Brand
4. Easier to COMMUNICATE
Source: http://thinkchrysalis.com/blog/why-does-your-business-need-an-online-presence/
Why Do We Need An Online
Presence?
9. Q: Who uses Social Media?
A: EVERYBODY
Source: http://www.pewinternet.org/fact-sheets/social-networking-fact-sheet/
10. Name the Top 5 Social Media
Platforms
(in Australia, based on users)
Source: Frank Media – Social Media Statistics Australia – August 2015
FACEBOOK – 14,000,000
YouTube – 13,900,000
WordPress.com – 5,700,000
LinkedIn – 3,600,000
Instagram – 5,00,000
11. The Top 18 Social Media
Channels
1. Facebook – 14,000,000 users (steady)
2. YouTube – 13,900,000 UAVs
3. WordPress.com – 5,700,000
4. Instagram – 5,000,000 Monthly Active Australian Users (Facebook/ Instagram data)
5. Tumblr – 4,200,000
6. LinkedIn – 3,600,000
7. Blogspot – 2,700,000
8. Twitter – 2,791,300 Active Australian Users (see calculation)
9. WhatsApp – 2,400,000 Active Australian Users (see calculation)
10. TripAdvisor – 2,150,000
11. Snapchat – 2,000,000 approx Monthly Active Australian Users (see calculation)
12. Tinder – 1,750,000 Australian users (estimation)
13. Yelp – 1,550,000
14. Flickr – 630,000
15. Pinterest – 320,000
16. Reddit – 135,000
17. MySpace – 85,000
18. Google Plus – approx 55,000 monthly active Australian users (estimation *revised*)
Source: Frank Media – Social Media Statistics Australia – August 2015
12. Sensis Social Media Report 2015
Source: https://www.sensis.com.au/content/dam/sas/PDFdirectory/Sensis_Social_Media_Report_2015.pdf
25. YouTube – the year of video
YouTube has more than 1 billion users
300 hours of video are uploaded to YouTube every
minute
4 billion video view per day
6 billion of hours of video watched per month
Half of YouTube views are on mobile devices
29. Is it worth it?
YouTube channel:
DisneyCollectorBR
◦ Over 2.6 billion view
◦ Over 3,735,720 Subscribers
◦ Average views (approx.)
3million
◦ Highest rated Australian TV
show 2014 – ALF Grand Final
– 2.813m
◦ Estimated 2014 earnings
◦ $5 million
Source: http://www.theaustralian.com.au/business/media/grand-final-most-watched-show-of-2014/story-e6frg996-1227072950169
http://www.celebritynetworth.com/articles/celebrity/the-25-highest-earning-youtube-stars/
https://www.youtube.com/user/DisneyCollectorBR
51. GoodContent Marketing Gets
Results (most of the time)
On day 1 the campaign received almost 6 million views
(that’s more than Obama’s victory speech)
On day 2 old spice had 8 of the 11 most popular videos online
On day 3 the campaign had reached over 20 million views
After the first week old spice had over 40 million views
The Old Spice twitter following increased 2700%
Facebook fan interaction was up 800% from 500,000 to 800,000.
OldSpice.com website traffic was up 300%
The Old Spice YouTube channel became the all time most viewed
channel
The campaign increased sales by 27% over 6 months since launching
And in the last month sales were up 107%
Old spice is now the #1 body wash brand for men.
Sources: http://www.jeffbullas.com/2011/08/30/11-social-media-marketing-lessons-from-the-old-spice-campaign/
http://www.kinesisinc.com/branding/old-spice-guy-brings-107-increase-in-sales/
http://www.dandad.org/en/old-spice-response-campaign/
https://www.pg.com/en_US/downloads/innovation/factsheet_OldSpice.pdf
53. Fine Tuning the What & the
Where
4.3 times more likes than the
average post (of the 100 posts we
analysed on the Caterpillar page)
Source: http://www.salesforce.com/uk/socialsuccess/social-media-marketing/facebook-b2b-case-study.jsp
55. Fine Tuning the What & the
Where
Source: http://www.salesforce.com/uk/socialsuccess/social-media-marketing/facebook-b2b-case-study.jsp
16 times more likes than the average
post (of the 100 posts we analysed on
the Simply Business page)
56. Fine Tuning the What & the
Where
Source: http://www.salesforce.com/uk/socialsuccess/social-media-marketing/facebook-b2b-case-study.jsp
12 times more likes than the
average post (of the 100 posts we
analysed on the Screwfix page)
61. What do you want to achieve?
If you don’t know what you
want, you can’t decide what you
need to do, and you won’t know
if you’ve been successful after
you’ve done it.
62. Understand Your Purpose
Understand Your Customers/Audience
Create Your Goals/Outcomes
Measure Your Results
63. How To Create Great Content
PIN
Problem Interest Need
64. Digital Strategy Weekly Theme
Monday
•Behind the Scenes
•About Your Business
•Inspiration
•Project
Tuesday
•Product/Services
•Description
•Uses
•Infomercial
Wednesday
•How to Use
•Tutorial
•Best Uses
•Tips and Tricks
Thursday
•Knowledge/Experience
•Related use
•Common issues
Friday
•Industry
•News
•Updates
•Interesting
Purpose
•Create a better
connection and
relationship with the
customer
Purpose
•Product/Service
Awareness
Purpose
•Better customer
experience
•Useable content
Purpose
•Build experience
Purpose
•Create content for
customers to return
Outcome
•Increase customer
loyalty
Outcome
•Sales
Outcome
•Reduce product return
•Reduce time allocated
for customer support
Outcome
•Key sales differentiator
to competitors
Outcome
•Fresh content supports
SEO
66. 30 Day Challenge
Monday Tuesday Wednesday Thursday Friday Saturday Sunday
Take a picture of
your workspace
Interview a
customer
Share Content Share some
inspiration
Share an event
Ask a question Post a special Share an image Promote your
community
Post a Friday
Fun One
Promote your
other social
media channels
Source: http://www.salesforce.com/uk/socialsuccess/social-media-marketing/facebook-b2b-case-study.jsp
67. Start your engines
◦Gmail Alerts
◦All Top
◦Online Forums
◦Industry Magazine Articles
◦Competitor
◦Your Fans/Followers
◦http://www.portent.com/tools/title-maker
◦http://buzzsumo.com/
68. 10 Tips for Understanding Social Media
1. It takes time and patience to build a Social Media audience – it
does not happen overnight
2. Social Media is not free – it takes time and effort
3. Understand different channels have different audiences
4. Use social media for social proofing
5. Numbers don’t matter – content is king!
69. Tips for Understanding Social Media
6. Update regularly, give me a reason to visit/follow you
7. Decide how public or private you want to be
8. A picture says a thousand words – be visual
9. Understand that Social Media is a channel for conversation – if
you wouldn’t say it/do it in real life, don’t do it on Social
Media
10. There is no such thing as temporary on Social Media
Inspired by http://www.artbusiness.com/facebook-tips-help-protocol-etiquette-and-instructions-for-artists.html
70. Things to do next……
Goal Setting
Name the top five goals you want to achieve through
using social media.
Break down each goal and how you are going to
achieve them.
What tools and platform/s do you think are the most
suitable to achieve your goals?
What training is needed?
How are you going to measure the success of your
social media presences?
