Allowing Customers To Join Community Conversations Everywhere

Allowing Customers to Enter Community Conversations Anywhere

Steven Pal Director of Consumer Products

Peppe Ragusa Launch Director @steven_pal @pepperagusa @getsatisfaction #GetSuccess

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Provide strategies to proactively engage customers wherever they happen to be - in search, on your website, on social channels, or on their mobile phones!

Objective

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1.  Optimize for Search Engines

2.  Make Your Website a Great Starting Point

3.  Close the Loop on Social Channels

4.  Take a Mobile First Approach

4 Strategies to Engage Your Customers

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1.  Optimize for Search Engines

2.  Make Your Website a Great Starting Point

3.  Close the Loop in Social Channels

4.  Take a Mobile First Approach

4 Strategies to Engage Your Customers

@getsatisfaction  5  #GetSuccess  @steven_pal  @pepperagusa

Optimize for Search Engines

15% 30%

of desktop community visits are from search engines …

… and mobile visits are double that with

SEO is critical!

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Example: Koodo

Succinct Title w/ Keywords Domain Alias

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Example: Koodo (cont’d)

Link to community from website homepage

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Example: Koodo (cont’d)

Submit community sitemap using

webmaster tools

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Example: Koodo (cont’d)

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Example: Country Music Association

Succinct Title w/ Keywords

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Example: CMA (cont’d)

Variation of keywords on

page

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Example: CMA (cont’d)

“CMA” and “Country Music Association”

“Fest” and “Festival”

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1.  Edit conversation titles to be succinct with keywords

2.  Setup a domain alias to pass on link juice from your site

3.  Link to community from your website

4.  Submit community sitemap using webmaster tools

5.  Add keyword variations to conversations

Optimize for Search Engines

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1.  Optimize for Search Engines

2.  Make Your Website a Great Starting Point

3.  Close the Loop in Social Channels

4.  Take a Mobile First Approach

4 Strategies to Engage Your Customers

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81% of customers who want to learn more about a product go visit the company’s website

Make Your Website a Great Starting Point

89% of customers who want information to make a purchasing decision go straight to the company’s website

76% of consumers say the most important factor in a website's design is: the website makes it easy for me to find what I want.

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Example: Enphase Energy

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Example: Vertica (an HP company)

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Example: Sonos (engage widget)

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Example: SPS Commerce

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Example (API-based)

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1.  Place prominent links to the community, in the top navigation

2. Embed Get Satisfaction widgets in your support/help page

3. Build a custom experience with the Get Satisfaction API

Make Your Website a Great Starting Point

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1.  Optimize for Search Engines

2.  Make Your Website or Product a Great Starting Point

3.  Close the Loop in Social Channels

4.  Take a Mobile First Approach

4 Strategies to Engage Your Customers

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2.8 hrs Half-life of a Tweet…

Close the loop on Social Channels

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3.2 hrs Half-life of a Facebook Post

Close the loop on Social Channels

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n/a GS topics gain visibility!

Close the loop on Social Channels

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Facebook App

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Social Media Sharing

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Hootsuite integration:

Close the Loop on Social Channels

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Close the Loop on Social Channels

Share existing community knowledge:

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Close the Loop on Social Channels

…or bring the conversation to the community:

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1.  Install the Get Satisfaction Facebook app

2.  Prompt engagement on Twitter and Facebook

3.  Reply to social media queries by: –  Sharing existing community content

–  Creating a new topic in the community

Close the Loop in Social Channels

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1.  Optimize for Search Engines

2.  Make Your Website or Product a Great Starting Point

3.  Close the Loop in Social Channels

4.  Take a Mobile First Approach

4 Strategies to Engage Your Customers

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200%

Mobile visits have doubled in the past year

Take a Mobile First Approach

300%

Unique devices have tripled

Mobile is a growing entry point!

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Example: CoPilot Live iPhone App

“Community Forum” option in “Help & Feedback” sub-menu opens community

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Example: Yahoo iPhone App

“Help” option in main menu opens community

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Example: ebay Responsive Site

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Example: ebay Responsive Site

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1.  Allow feedback and support from within your native iOS or Android app by linking to the community

2.  Include community links from your mobile optimized website or in different responsive layouts

Take a Mobile First Approach

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1.  Optimize for Search Engines

2.  Make Your Website a Great Starting Point

3.  Close the Loop on Social Channels

4.  Take a Mobile First Approach

4 Strategies to Engage Your Customers

@getsatisfaction  40  #GetSuccess  @steven_pal  @pepperagusa

Questions?

Answers.

What strategies do you use to engage your customers in the places they visit most? Tell us: http://gsfn.us/t/3zahf