Social Minutes: Customer Engagement 20 minutes/day

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Social Minutes is a presentation to support a social media initiative for business to start engaging their clients on the social web.

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<ul><li> 1. Social Minutes Customer Engagement 20 minutes/day Wendy Soucie 25 years + experience Certified social media consultant Certified LinkedIn Trainer Unique focus business development, marketing, product development, Internet B2B - manufacturing / professional service firms. Unique focus - technical products, engineering, manufacturing, professional service firms Based in the Midwest with national reach </li></ul> <p> 2. With the Internet comes a new reality"The corporate homepage at Dell.com is not really the corporate homepage. The homepage today is Google.Bob Pearson, Dell's man in charge of social media strategy It took radio 38 years to reach 50 million users; It took Facebook 2 years to reach 50 million users.2 Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 3. More ways to connect to each other Source: HubSpot Copyright 2003-2010 - Wendy Soucie Consulting LLC - Integrated Alliances - All Rights Reserved3 4. Stop wondering what social media can do for you.Find out by using it.SocialMinutes.com its a movement Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 4 5. Find out for yourself Why can't people explain it to you? Spend time directly with customers, partners and market Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 5 6. 1) First, find your customers in the social web If your customers and keyinfluencers are not at leastsomewhat active in thesocial web, you can relax.Don't superficially look around and leave. Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 6 7. One way to start1. Go to LinkedIn.com. Create an account (free),youll need email/user name (use your real name). 2. Search for 50 of your customers by company name 3. If less than 50% of companies are not present orcompanies are very small, use the contacts youhave instead. 4. Under the company listing - see who you know. 5. Try other sites. Some you can only look up byname. Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 7 8. 2) Get to know your clients What keeps your customers busy. Learn what's on top of their mind, hobby, families, and more. Listen for mentions of you, your product or service. Are you getting ideas on being more helpfuland providing better service to them? Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 8 9. 3) Track the profiles of your clients Create a spreadsheet withname/url Make notes when youvisit Keep track of the numberof visits. Instead of a spreadsheetuse a social address booklike xeesm.com to keeptrack Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 9 10. 4) Visiting your clients Try to "visit" yourtop customers daily. Get to know them,leave a comment,be helpful. Share industry news Did we say efficient? Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 10 11. 5) Ask questions Look for groups,discussions, Q&amp;A Use it for your ownskills development. Ask how others theyuse social media, buythings, build things,service customers, etc. Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 11 12. Quick break Notice that it's all about your customers and conversations. What we didnt ask: We didn't ask you to blog orTweet, grow friends, fans orfollowers. We haven't suggested you doa video clip or run a"campaign. We didn't talk about SEO, RSSor any technical social mediachatter. Walk - before you run. Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 12 13. 6) What do you do now? You have found your customers. Separate the conversations into two major buckets: Problem Those who want a solution Those who are complaining orattacking Excitement Those who are using and why Those already evangelizing This is the end to end customer experience. Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 13 14. Start with a balance of three things Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 14 15. 7) Start with listening Solve problems. Let everybody know that you listen. Explore a solution with your customers. Measure Website traffic and links with bit.ly to see what others find valuable Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 15 16. 8) Amplify Excitement No excitement?"Well, this product is pretty good. It doesn't quite do what the ad says but here is why I decided to use it... Amplify the conversation. Time to do more than just listen 7 Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 17. 9) Connecting Time to get serious Make a well educated decision. NO - based on all your experience GO - based on you know more about your clientsthan you did before you have a better picture of socialconversation At this stage you will probablyengage your team 20 Minutes a day An experienced person can visit 50 clients/hr Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All17 Rights Reserved 18. We buy from people we know and trust Make comments on blogs Participate in a community or on a listserv Use the @ mention and re-tweet in Twitter Give recommendations in LinkedIn Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 18 19. Join the Social Minutes Initiative You don't have to be a blogger or twitter rock star to use social media to do business 20 Minutes a day or week Be present in the web - rather than just guessing whether social media is meaningful. Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 19 20. Invest 20 minutes a day for 2 weeks Take 50 of your currentcustomers/prospects Put them into a spreadsheet andlook them up in Facebook, LinkedIn,Twitter Upload them into Xeesm.com (freeversion) Visit each contact every other day Just respond to what you see In two weeks you will KNOW what social media cando for you and your customer. Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 20 21. In summary Social business is a reality Social media programs are becoming part of a new strategic business mandate both b2b and b2c Effective customer relationships are core Employee engagement is key Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 21 22. Connections LinkedIn Support our active group Join our group Social Relationship ManagementFacebook Support our Facebook Page Social Minutes.Twitter We are on Twitter too @SocialMinutes Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 22 23. Local groups to learn moreSocial Media Club Madison (in many cities) Twitter: @madisonsmc Facebook: Social Media Club of Madison LinkedIn: Social Media Club of Madison Social Media Breakfast Madison (in many cities) Twitter: @smbmad (#smbmad) Facebook: http://www.facebook.com/socialmediabreakfastmadison LinkedIn: Social Media Breakfast Madison Find clubs in Milwaukee, Greenbay and soon in LaCrosse23 Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 24. Questions? Happy trails to you Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 24 25. We provide:Technical Product ExpertiseManufacturing experienceSocial media assessmentsMarketing best practicesThought leadership strategiesSocial media building blocksTraining on tools and strategyImplementation help and coachingSocial web links: http://xeesm.com/wendysoucieNetwork . Contribute . Participate 25 Copyright 2010 xeesm.com/wendysoucie | www.socialminutes.com - All Rights Reserved 26. Strategic Alliances Wendy Soucie Consulting www.wendysoucie.com Founder/Principal Integrated Alliances Regional Executive Director WI End Result Marketing www.endresultmarketing.com Social Media Strategist Social Media Academy Certified Social Media Consultant Founding Gold Member and Alumni Black Diamond Consultant Xeesm Business Partner - Wisconsin 26 Copyright 2009 Wendy Soucie Consulting LLC - All Rights Reserved 27. http://www.youtube.com/watch?v=NhPgUcjGQAw (short version) Copyright 2009 Wendy Soucie 27Consulting LLC - All Rights Reserved </p>