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Social Media Realities
www.SocialMediaDelivered.com
Tuesday May 13, 2010
What the heck is this stuff? Why should I care?
Presented By:
Speaker: Eve Mayer OrsburnCEO/Founder, Social Media Delivered
AGENDA
1. Facebook Overview
2. Twitter Overview
3. LinkedIn Overview
4. Social Media General Principles
5. Social Media in the Contact Center
FACEBOOK OVERVIEW• Over 400 million users around the world• Median user age is 26 years old, but increasing steadily• Over 33% of the U.S. population is on Facebook• 50% of active users access the site each day• More than 700,000 business have a fan page• Facebook overtakes Google: most popular
U.S. website (4/10)
Why use Facebook?
• Create brand awareness: Business to Consumer (B2C)
• Build loyalty through discussions
• Engage in customer communications
• Identify opportunities for improvement
• Release product and services information
• Friend: Someone you are connected to onFacebook and share information with
• Fan Page: Page set up specifically around oneorganization, person, cause or product
• Fans: People who choose to subscribe to Fanpages to be updated on their favorite topic
TERMINOLOGY
TWITTER OVERVIEW• 105 million world wide users; Average Age is 31• Focused on a ‘person to person’ conversation• Simple to use and understand, from PCs, PDAs, etc• Short text messages (140 characters), can also
include pictures, videos• Spreads any news (good or bad) FAST
Why use Twitter?
• Simple to use and understand
• Platform for marketing, PR and customer relations
• Engage in customer communications
• Monitor to gauge customer opinions – good or bad
• Nip product issues in the bud
• Tweet: Message that someone types and shares
with their followers
• Follower: A person who is signed up to see
your updates
• Retweet: When a follower shares your tweet
with their followers
TERMINOLOGY
LINKEDIN OVERVIEW• 65 million business professionals; Average age = 41• Average household income of LinkedIn user = $109K• Known as the most affluent social media vehicle• 80% of companies say that they will use LinkedIn to
make a hiring decision this year• Key executives from most Fortune 500 companies
are on LinkedIn
Why use LinkedIn?
• Targeted hiring/getting hired (actively or passively)
• Finds customers, forms business partnerships
• Finds venture capital and investors
• Establishes credibility with the right audience
• Creating topic-centric communities (LinkedIn Groups)
• Profile: Professional online resume page
• Connection: A person directly connected to you
• Group: Community with common interests fordiscussion, polling, etc (e.g. Worldwide ContactCenter Professionals)
TERMINOLOGY
Social Media Principles• Know your goals/priorities: focus on a purpose• You do NOT have to be everywhere all the time!• LISTEN CAREFULLY then monitor continuously• Time spent should be on a 80:20 ratio
80% is giving/sharing; 20% is asking for feedback• Establish employee usage guidelines• Each social media vehicle (e.g. Twitter) requires
32 hours/month• “It’s in our DNA to want to hear a personal story”
The quality of your conversationin Social Media should always be
INFORMING + ENTERTAINING + INTERACTIVE =BUSINESS SUCCESS
Social Media in the Contact Center
PROACTIVE
REACTIVE
CORPORATE -DRIVEN
INDIVIDUAL- EXECUTED
LET’S CONNECT!
Eve Mayer Orsburn: [email protected] www.LinkedIn.com/in/EveMayerOrsburn www.Twitter.com/LinkedInQueen
Social Media Delivered: www.SocialMediaDelivered.com www.Twitter.com/SocialMediaDel [email protected] 469-248-0616
Social Media is all we do.