Social Media & Your Customers
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Embracing the Power of Social Media to Retail Your Customers, presentation for Autumn Fair 2012
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Social Media & Your Customers
- 1. Embracing the Power of Social Media to Retain your Customers Kathryn Daniels Head of Social Media, National Rail Enquiries
- 2. Me by numbers... years experience in social 14 Head of Social 3 1 36
- 3. The Conversation Prism By Brian Solis & JESS3
- 4. How should you get involved ?
- 5. 1. Listen Competitors Products Suppliers Brand Techniques Ideas
- 7. 3. Create
- 12. 4. Engage
- 13. 5. Learn Listen Plan Create Review Engage
- 14. In Summary Listen – what are people saying where Aim – what do you want to achieve Create – show off your products / expertise Engage – talk to people!! Learn – what worked & didn’t, put in place for next time
- 15. Contact Me Email: kathryn@kathryndaniels.co.uk Twitter: @kathryn_daniels Facebook: http://facebook.com/kathryndaniels LinkedIn: http://uk.linkedin.com/pub/kathryn- daniels/2/b40/5a7 View the presentation: http://slidesha.re/R9qoz9
Editor's Notes
- 14 years experience in social – both personal & professional3 years – head of social for national rail enquiries#1 – NRE – number 1 travel website in the UK#36 – NRE overall in social brands 100 2012 (& #1 for use of Twitter)
- The scale of social mediaDaunting!At its core though, what is it?Everyone stand up… Sit down if you’ve used Google+ / Pinterest / YouTube / Twitter / FacebookHad an email conversation with >1 personThat’s all “social media” is – people talking to each other – sharing ideas / thingsA technology which allows you to harness the power of Word of mouth
- Where should you start?My top 5 tips for businesses starting out in social mediaThere are lots more out there, but these should cover the basics.
- Where are your customers talkingWhat are they talking aboutAre they talking about you / competitors / productsAll the social networks have search functionalityAlso use free tools – Google reader / social mention
- What do you want to achieveHow will you know when you’ve done itSet some objectives & guidelines for those who will be doing the content creation if that’s not youThere are a plethora of social media monitoring tools available.Up to this year NRE have managed to do this using only free tools. Don’t be sold by snake oil salesman telling you why you need to subscribe to their product to succeed – you don’t!Google Reader / Social Mention
- Content / productsTailor your content according to your platformRemember: You don’t need to have a presence on *every* social network, all platforms serve a different purpose:Twitter – real time, instant, people you don’t knowFacebook – real friends, more conversational – share more contentPinterest – share / get ideas, highly visualFoursquare – offers for check insYou Tube – hot tips – video demonstrations
- Respond to people that talk about youEmbed within your website, make it easy for customers to recommend your productsSet guidelines for staff for dealing with troublesome customersIf in doubt take a breath & have a cup of team before respondingFine line between antagonising further, whether better to just ignore in total
- Get involved, don’t be scared, you’ll make mistakes, but they won’t be terribleIf in doubt ask for help