Why a Satisfied Customer Is Not Enough - Exceptional

Service UsingSocial Media Tools

Presented by: @mariorodriguez Strategic Partner Manager cPanel Inc.

Overview of Topics to Discuss

A loyal customer will help your bottom line!Your competition is using social media to "one up" you! Using social media to provide exceptional service to your clients/prospectsYour plan of action for building your presence onto social media, where to startThe tools to organize your social media action planYou're everywhere now, what next?

Two Types of Customers

Satisfied Customer = Temporary

1. Repeat sales likely?2. Do you really know them?3. Tell others about you?4. Defend your business?5. Provide input?

 More than likely the answers to the above questions are ..

no! :|

Loyal Customer = Forever

1. Not so price conscious.2. You exceed their needs.3. Constant praise for you.4. Likely to be an advocate.5. Invaluable feedback you

need. 

To name a few of the benefits of nurturing a loyal

customer.. 

Customer Service Statistics

How much profit is there to gain from selling to a new customer? 5% to 20% if that, whereas the profit to an existing loyal customer is potentially 30% - 45% (source Marketing Metrics)

A 10% improvement in customer loyalty results in a 30% value increase of your company (source Bain & Co.)

A 5% increase in customer retentions can increase business profit levels by 25% to 125% (source Gartner Group)

Why your business needs Social Media?

Your competition is already on or planning a strategy to make this happen. Will you wait for them to be first?Your clients are actively participating on these various social media networks right nowThat ratio of 1 unhappy customer tells 20, was written before social media, the average person on facebook has over 200 friends they are connected toInstantaneous communications between you and your clients/prospectsQuickly diffuse any situation that might arise by being a part of these various social media networks

Which social media networks should my business be a part of?

Reach out to your clientsSearch your brand/business on search engines Make sure the network will provide the most benefit to your clientEnsure that the network is recognized by your team

Be sure to pick a uniform username across all the social

media networks

KnowEm.comfriendscall.me namechk.com 

 

Grow your SM networks rapidly     

Let your clients know that you're now on these social media networksProvide an incentive to get them to join your networkAsk them to use #hasttags of your company name or brandWhen your release news from your company update all your social media networksAlways keep content fresh, or continually engage on the social media networksOn your information/background pages be sure to provide all your pertinent contact information, be repetitiveShould an issue arise, be quick to resolve & follow-upGive back to your community leaders

Social Media Tips

Listen - social media is all about person-to-person interactions. Focus on listening and let customers know you are listening. Never assume you know what they want.

Learn - in order to gain the most from your interactions you must learn why your clients have made the statement, ask questions if you don't know. Even though they are not experts they may have some valuable feedback.

Engage - once you have listened and learned engage into the conversation and offer assistance. Again ask questions. And never offer more than you can deliver.

The Plan of Action

Establish the higher strategy and understand the plan

What is the overall goal you want for your on-going efforts in social media?

Is it product awareness?

Is it sales?

Is it something else? 

Figure this out then make sure that all activities are aligned and everyone on the team knows what you are working to

accomplish

Social media is an on-going activity that will provide incremental end results

The Social Media Tools

There are many....

TweetDeck

Monitor / Learn / Engage Your twitter, facebook, LinkedIn, or MySpace account 

through one interface

Even as a beginner the first thing you want to do is make your involvement in the social media networks very efficient, as you should be involved in various networks.

Alternatives to TweetDeckSeesmic.com - same features as tweetdeck difference is they are offering a web-based solution as well

Orsiso.com - same features as well offering a different approach to the way you organize your contacts/friends

Hootsuite.com - same feature set, difference is that it provides you with the ability to integrate your ping.fm acct.

All of the mentioned tools are constantly changing and improving based on the feedback of their respective communities. Also there are many more out there as well.

Your Social Media Presence will continually evolve

now that you know...deepen the roots on your presence

Strengthening Your Presence on Twitter

Once you have established yourself on twitter you may want to consider expanding into multiple

accounts to measure your projected goals

@cPanel@cPanelCares

@cPanelTips@Enkompass

@cPdevnix@cPanelConf

Facebook Pages or Group?

Facebook Page - Vanity URL

 Pages are better for brands, businesses, bands, movies, or celebrities who want to interact with their fans or customers without having them connected to a personal account, and have a need to exceed Facebook’s 5,000 friend cap.

Facebook Group - No Vanity URL

Is great for organizing on a personal level and for smaller scale interaction around a cause.

LinkedIn Groups/Subgroups

You may have multiple brands/products within your company. LinkedIn allows you to setup a group with subgroups to reach your targeted audience.

Your social media presence has extended beyond the top-level social

media networks, what now?

Ping.fm was created with the intent of making it as easy as possible to post updates to multiple social networking sites simultaneously. The idea came about when creators were updating status messages with micro-blogging sites Twitter and Tumblr. The idea of posting the exact same information in two places seemed a bit tedious, so Ping.fm was born.

Summary

Listen

   Learn

Engage

No matter what social media networks you choose to utilize be sure to always listen, learn & engage

Thanks for attending the session on: Why a Satisfied Customer is

Not Enough - Exceptional Service using Social Media Tools