Date post: | 22-Jan-2015 |
Category: |
Documents |
Upload: | social-media-camp |
View: | 335 times |
Download: | 0 times |
Social Media Camp Workshop Series: Victoria
THE LIQUOR PLUS STORY
Rod Phillips @[email protected]@telus.net
LIQUOR PLUS: Case Study
Before and AfterSocial Media
BUSINESS PERSPECTIVE
Business is1) Profitability
2) Flavour
PROFITABILITY
ISMargin X Volume
FLAVOUR
IS1) All the things that differentiate you
from your competition2) All the things that identify you in
your customer’s mind
PRE-2003
• 89% of all retail liquor sales were through BC Liquor Stores.
• Postage stamp pricing throughout BC
• Private retail was known for being too expensive & short on selection
• No advertising
2003 LIQUOR PLUS OPENS• 100% of customers coming from
government stores
• Capitalize on perceived lack of service in government stores
• Change people’s pricing expectations
• Advertise our message
2003 -2005• Liquor Plus grows from 1 to 3 stores
• Bi-weekly price & item ads in the Times Colonist
• Wine talk on CFAX– Saturday afternoons
Changing pricing expectations Elevating service / knowledge expectations
2005 -2009• Liquor Plus grows from 3 to 4 stores
• Number of liquor stores servicing market area grows from 22 – 57
• Almost all competitors adjust pricing model to match us
• Customer counts flatten out
2009 NEEDS• Broaden our flavour to elements uniquely
us
• Seek professional help
• Renew our look
Enter Doug Brown of Copeland Communications
ARE YOU ON…..
JULY 22, 2009
SOCIAL MEDIA MEANS…
• Engaging your customers – listening
• Gain advocates for your business
• Opportunity to…
GO FROM…
TO…
Listening to your customers will…
• Add personality to your message
• Add soul to your company
EXAMPLE
What I thought I tweeted…“@Rod_Phillips $1 off 6 pack of Race Rocks Amber Ale for first
50 to reply or RT”
What I actually tweeted….“@Rod_Phillips $1 6 pack of
Race Rocks Amber Ale for first 50 to reply or RT”
What I actually tweeted….“@Rod_Phillips $1 6 pack of
Race Rocks Amber Ale for first 50 to reply or RT”
Was seen by over 2,000 people
Offer completed in 15 minutes
GAINED…
IDEAS GO VIRAL WHEN..
1. A trusted friend is the source
2. A trusted store advocate stands behind the message
3. A company promotes
LEAD TO..
WHICH LEAD TO….
WHICH LEAD TO…
I KNOW WHAT YOUR SAYING..
Where the hell does he find the time?
CAVEAT…
If part of your flavour is quality or value insure your posts have quality and value
FOOD FOR THOUGHT…
• In 2009 we spent $70,000.00 on advertising in traditional media
• We serviced 649,872 transactions
Cost / transaction: $0.11
FOOD FOR THOUGHT…
• Our total marketing budget in 2010 was $6,429.00
• We serviced 874,519 transactions
Cost / transaction: $0.007
WHAT IS OUR FLAVOUR NOW?
• More than price, selection, and location
• Includes our staff
• Includes our advocates
Programming Examples
• Tweet Deals
• Consistent Blog
• Consistent Message Intro
•Consistent Video
Tweet Deals
• Twitter Based Price & Brand offers.
A Test of How Your Business Conveys its Value.
Practice Before Moving On to other programming- if not
it is just advertising.
Tweet Deals
• Twitter Based Price & Brand offers.
Content is Key-Reader must understand the
value of propostion in two seconds.
-Content must inspire advocacy
Tweet Deals
• Twitter Based Price & Brand offers.
Random but Opportune Timing-Advertise upcoming offer 3 days
in advance-Offer in advance of competitors
schedule.
Tweet Deals
• Twitter Based Price & Brand offers.
Measurement-Measure Speed of Completion
-Measure Actual Reach-Measure Post-Offer Ripple.
Consistent Blog
• Quality Content that comes out on the same Frequency & Builds Anticipation
Facebook & Twitter are filling up with a lot of white noise. You will
build a bigger and more loyal following by quality posts with
consistent frequency.
Consistent Message Intro
• Key Flavour Messages Have Same Intro each time. Builds Anticipation.
I.E. Brew News, Wine Talk, Coming Soon, Question, Poll, Staff Pick, Pick O’ The Week,
Inspired By
Consistent Video
• Specific Messages in Specific Format.
Work In Progress but all of our Pick O’ Week are presented in
Video format.
FINAL THOUGHTS
• Be real
• Be concise
• Be engaged
@Rod_PhillipsRod Phillips LinkedInRod Phillips Google+
WIN a t-shirt
Question: What is the best way to sell a product or service?
WIN a t-shirt
Answer: Advocated by trusted friend?