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

@getsatisfaction 2 #GetSuccess @steven_pal @pepperagusa

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


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




3.  Close the Loop in Social Channels




Optimize for Search Engines

15% 30%

of desktop community visits are from search engines …

… and mobile visits are double that with

SEO is critical!


Example: Koodo

Succinct Title w/ Keywords Domain Alias


Example: Koodo (cont’d)

Link to community from website homepage



Submit community sitemap using

webmaster tools




Example: Country Music Association

Succinct Title w/ Keywords


Example: CMA (cont’d)

Variation of keywords on

page


Example: CMA (cont’d)

“CMA” and “Country Music Association”

“Fest” and “Festival”


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








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.


Example: Enphase Energy


Example: Vertica (an HP company)


Example: Sonos (engage widget)


Example: SPS Commerce


Example (API-based)


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



2.  Make Your Website or Product a Great Starting Point





2.8 hrs Half-life of a Tweet…

Close the loop on Social Channels


3.2 hrs Half-life of a Facebook Post



n/a GS topics gain visibility!



Facebook App


Social Media Sharing


Hootsuite integration:

Close the Loop on Social Channels



Share existing community knowledge:



…or bring the conversation to the community:


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



2.  Make Your Website or Product a Great Starting Point





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!


Example: CoPilot Live iPhone App

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


Example: Yahoo iPhone App

“Help” option in main menu opens community


Example: ebay Responsive Site


Example: ebay Responsive Site


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




3.  Close the Loop on Social Channels




Questions?

Answers.

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

Technology

Allowing Customers To Join Community Conversations Everywhere