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Social media drives business and as a result, companies are making social media a priority.
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Unlocking the Power of Social
Jeanette Gibson VP Community, HootSuite
@jeanetteg @hootbusiness @hootsuite
Social Media Drives Business
of consumers say they will change their shopping behavior in response to social media content
85%
Of smartphone users turn to their phones to shop
64%
Companies are Making Social Media a Priority
Social Media for Business is Rising
TACTICS 2010 (%) 2013 (%)
Web 51% 86%Email 47% 65%
Search 38% 23%
Banner Ads 28% 22%
Social Media27% Twitter 21% LinkedIn
!!77%
Blog 25% 52%
Source: Vocus and Inc. Magazine, Bredin Business Information, emarketer.com
ONLINE MARKETING TACTICS USED BY SMBs% OF RESPONDENTS
Social Media for Business is Rising
TACTICS 2010 2013 (%)
Web 51% 86%Email 47% 65%
Search 38% 23%
Banner Ads 28% 22%
Social Media 27% Twitter 21% LinkedIn
!!77%
Blog 25% 52%
Source: Vocus and Inc. Magazine, Bredin Business Information, emarketer.com
ONLINE MARKETING TACTICS USED BY SMBs% OF RESPONDENTS
Social Media for Business is Rising
TACTICS 2010 2013
Web 51% 86%Email 47% 65%
Search 38% 23%
Banner Ads 28% 22%
Social Media 27% Twitter 21% LinkedIn
!77%
Blog 25% 52%
ONLINE MARKETING TACTICS USED BY SMBs% OF RESPONDENTS
Source: Vocus and Inc. Magazine, Bredin Business Information, emarketer.com
Business + Social = Win
71% of users of purchase products from the brand they follow online on social media
46%
of customers use social media to search for local businesses
15% of users prefer businesses with the information easily reached via social media
15%
of online users rely on social media before making purchase decisions
Source: Digital Sherpa & Nielsen
Using Social Media to Grow Business
We Asked our Customers:Q: What are your biggest challenges with Social Media?
Leveraging social to grow the business
2Managing time & resources3
Proving the ROI of social1
Growing their following & community
Increasing leads & website traffic
55% 47% Deliver marketing
& brand campaigns
21%
We Asked our Customers:Q: What are your Top 3 Goals this year with Social Media?
93% &of Business
owners
67%
“Social Media Strategy & How-To’s”
said…
We Asked our Customers:Q: What content do you seek?
of Social Media Managers
The Herschel Story
• 40 Staff • + 100 global sales reps
around the world • 10K followers on Twitter
which grew from only 6K in past 90 days
• Use HootSuite, Twitter & Promoted Tweets
• herschelsupply.com • @Herschelsupply
Herschel Today
Customer Service
BEFORE:
400 emails/day
9-5, Monday-Friday
3 day response time
1 customer service rep
Customer Service Via Twitter
AFTER:
Twitter is the primary channel for customer service
2 hour response time
Share customer service across team
EQUALS: Happier customers, stronger brand, better engagement
Customers were vocal on social about product fails. !Now Herschel can listen and respond instantly with their 1 year warranty
KEYS TO SUCCESS:
• Track customer sentiment via Twitter & HootSuite
• Respond quickly
• Retail branding – use killer photography & share it!
Bob’s Red Mill Natural Foods
• Build brand awareness by engaging with customers
• Showcase customer stories • Make sharing across
customers easy • Enable one-to-one
connection with the brand
Social Focus
• Share their own and user-generated content like recipes, videos and images
• Use social media channels and streams to act as a powerful customer service tool
• Use analytics to identify the most compelling messages and apply to future campaigns
How
“We use HootSuite for so many reasons...it allows incredible visibility, has powerful scheduling capabilities and team members to contribute to social profiles.”
Cassidy Stockton, Social Media Manager
ResultsFaster customer service response rates
Increased customer satisfaction
Increased brand sentiment
More compelling marketing campaigns
Over 140,000 Facebook Likes
Over 50,000 Twitter followers
Monitor social networks, respond fast
Use a dashboard to save time
Engage directly with customers
Encourage customers to share images & stories on social !Provide content that is human & relevant
Tips from our customers:
1
2
3
4
5
HootSuite can help you grow!
blog.hootsuite.com/10-social-media-tips-for-small-business10 Social Media Marketing Tips for Small Business
blog.hootsuite.com/category/resources
Free Resources - 100’s of videos, webinars & more
blog.hootsuite.com/community-management-tip-brand-advocacy-program/
How to Build a Community of Followers
1
@hootsuite /hootsuite /company/hootsuite/+hootsuite
2
3
Thank YouHave questions?
@jeanetteg @hootbusiness @hootsuite
