Social media101 webinar2

Get Connected. Get Customers.Social Media 101

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Who is Main Street Hub?

Get connected. Get Customers.

• The only full-service Social Media Management company focused exclusively on small local businesses.

• Low-cost, full-service “do-it-for-you” solution for local businesses to connect with their customers online

• We do all the work, so you can stay focused on running your business

• Featured in:

• New York Times

• Forbes Magazine

• The Wall Street Journal

• Inc. Magazine

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Social Media Facts


Customers are increasingly talking about businesses online, whether businesses want them to or not:

• 8 out of 10 consumers search online first for local businesses before making the purchasing decisions.

• 60% of Facebook fans and 79% of Twitter followers are more likely to recommend the business

• 8 out of 10 social media users say it's important for businesses to respond to questions and complaints

• Ads/posts including your friend’s name increases recall by 60%

• 9 out of 10 customers trust peer recommendationsSource: Intuit

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CUSTOMER REVIEW WEBSITESWhere your customers are going to compare you to your

competition



Customer Review Websites: RecommendationsWhat are review websites?Yelp and Google+ Local are online guides that help people find places to eat, shop, drink, relax and play, based on the informed opinions of other users and reviewers within the online community. They are also used to gather information about the business such as pictures, location, timings and deals.

• Claim your profile

• Customize and optimize online profile

• Respond to all reviews

• Create promotions and announcements

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Claim Your Google+Local Listing


1. Create a Google Account

2. Find your business and select “Manage this page”

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3. Type in main business phone number and select “Find business information” to see if Google can pull up any already created profile information

4. Find your business listing and select “Edit”

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5. Enter in basic business information 6. Enter in business details such as distance, times, product details, promotions and photos and video.

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Unlock Your Yelp Page


1. Search for your business

2. Unlock your business

3. Enter in your

business information and select “Continue”

4. To verify your business account, you will be given a Pin code, select “Call me New” and enter

the code when prompted.

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Setup Your Yelp Page


Customer Reviews• Respond to all reviews left about your

business • Be polite and eager to please – people

are watching• Overwhelm the negative with positive• Go the extra mile for “influencers”• Four stars is average – go for five

Fill out your business info completely

Sell yourself here

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Maintenance


It is very important that once you setup each one of these sites that you constantly monitor and maintain each one.

Make sure to:• Scour sites for new reviews daily • Respond to every review either publically or privately• Keep promotions up to date • Update “About Business” info as your business or menu changes

Run Promotions and AnnouncementsGive customers a reason to pick up the phone and call you in the moment they’re looking to spend money.• Create a special promotion just for customer review websites so you can track it the

business you get from these sites.• You can target a specific type of clientele• Use to fill slow days or times• Don’t want to discount? Add an announcement that is something you already offer

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The Importance of Customer Reviews


Allows businesses to create relationships with their customers.

Not Advertising Conversation More Credible

Businesses can:• Respond to feedback• Increase customer service• Get new ideas for products, services, packages• Promote specific brands, products or services• Run specials to entice customers to do business with you and act NOW• Spread word of mouth through friend-to-friend recommendations• Stay top of mind to encourage repeat business• Cultivate the relationships with your target market• Increase customer trust and brand loyalty

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Responding to a Positive Customer Reviews


Responding to positive customer reviews improves businesses online reputation.

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Responding To A Negative Review


Responding to negative reviews is an example of great customer service follow up and takes the sting out of the negative.

Turning the negative into a positive

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CHECK-IN WEBSITESReward your customers for spreading word of mouth about

your business


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Foursquare – The Ultimate Mobile Check-In Site


What is Foursquare?Free mobile application that helps it’s users make the most of where they are. When they’re out and about, they can use foursquare to share and save the places they visit. And, when they’re looking for inspiration for what to do next, Foursquare will give personalized recommendations and deals based on where the user, their friends, and people with their tastes have been.

1 million users in 2010 20 million users in 2012Best endorsement a business can have is a friend actually at their place of business

Customers can:• Check-in at a place of business and tell all their friends that they are there

• Foursquare Facebook & Twitter

• Leave tips/feedback for other patrons (You cannot respond to tips)

Business owners can:• Run promotion around check-ins

• i.e Swarm, Friends, Flash..etc

• Run loyalty programs around check-ins

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SOCIAL MEDIA WEBSITESCultivate the relationship with your clients


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Facebook


What is Facebook?Facebook is the largest website on the internet. Its mission is to give people the power to share and make the world more open and connected. It has over 900 million users. If it were a country, it would be the third largest on Earth.

• Each person on Facebook has an average of 245 friends, most of which are local

• Every time a business engages with its fans on Facebook, each of their friends see that they have interacted with the business

Local Business Customer FriendFriend

Friendx245

Customer FriendFriend

Friendx245

Customer FriendFriend

Friendx245

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Create Engaging Post


Example: Restaurant

• Product promotion

• Pop culture base

• Question-based posts

• Contests or Giveaway

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How Businesses Should Use Facebook


Sign up and let people know that you are on Facebook.

Stable and growing fan base

Tawnya’s Facebook friends saw this post, even if they weren't

linked to the business

144 people saw this one post

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Twitter


What is Twitter?Twitter is an online social networking service and microblogging service that enables its users to send and read text-based messages of up to 140 characters, known as "tweets".

• A tool to connect with customers at the right time• Over 200 million users• Processes 350 billion tweet every day• Users are more influential• Twice as likely to leave a customer review• Users engage more with businesses

How your business should use Twitter?Think of Twitter as a channel for positive reviews

• Give customers a pleasant surprise: say thanks

• Use Twitter to reach new people (ex: shown to the right)

• Keep it short

• Integrate Twitter into your Facebook Page and website

• Integrate into offline marketing

• Add to business card

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Twitter – Best Practices


• When creating a Twitter page

• Same types of posts as FB

• Trending topics

• Twitter etiquetteo Frequency of postso Re-tweetingo Follow backso Mention special buzz words

Handle = Business NameEx: @thestinkingrose

Information is condensed into 140 characters

Using #tags (hashtags) for brand promotion

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TRAVEL REVIEW WEBSITESWhere your potential clients are going when they are

traveling to your city


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TripAdvisor Recommendations


What Is TripAdvisor?

TripAdvisor is travel website that assists customers in gathering travel information, posting reviews and opinions of travel-related content and engaging in interactive travel forums.

Similar to review sites such as Yelp and Google+Local

• Claim your profile

• Customize and optimize online

profile:

• Respond to all reviews

• Link to Social Media Profiles

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PROFESSIONAL SOCIAL MEDIA WEBSITEStrengthen and extend your existing professional network


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Linkedin Recommendations


What Is Linkedin?

LinkedIn is the world’s largest professional network with over 120 million members and growing rapidly. LinkedIn connects you/your business/company to your trusted contacts and helps you exchange knowledge, ideas, and opportunities with a broader network of professionals.

• Create profile: Add photos, specialties, detailed profile information, etc.

• Optimize Profile: Make it easy for people to find you

• Get Recommendations: Get happy clients to write recommendations

• Grow Network: Connect with client and other like-minded individuals

• Engage: Post engaging content

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COMMON MISTAKESCommon social media mistakes and how to avoid them


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Common Mistakes


Customer Review Websites

Example of a defensive response

Example of one – way posts and over-

posting.

Facebook & Twitter

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TIME AND RESOURCES


Social Media Management can be a full time job

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Who Has The Time


Setup and polish profiles• Customer Review4 - 5 hours• Facebook & Twitter 3 hours• Foursquare 1 hour• LinkedIn 2 hours

Checking for updates• Customer Review3x/day (3 minutes x 4 sites) = 18 hours/month• Facebook & Twitter 3x/day • Foursquare 1x/day• LinkedIn 1x/day

Responding to reviews ¼ - 1 hour for each review

Posting Content• Facebook & Twitter 2x/week (¼ - 1 hour x 2 sites) = 4 - 16

hours/month• LinkedIn 2x/week (¼ - 1 hour x 2 sites) = 4 - 16

hours/month

Not to mention responding to post, comments & tweets, creating promotions, making contributions, requesting reviews or recommendations

Average of 50-75 hours each month

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Significant Savings


50-75+ hours per month on average to make social media effective & profitable.

No training or expertise:• Recent college grad $10/hour

$500-750/month• A server or other employee $7/hour

$350-525/month

Experienced:• Independent consultant

$20-100/hour $1000-7500/month

We have the technology, expertise and manpower to do it right!

Main Street Hub is the most cost-effective solution for local businesses with plans

starting at 249/month.

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Why Work With Main Street Hub


We do EVERYTHING for you• Increase visibility and exposure online• 24/7 monitoring• Fast response time• Simple and informative reports• Increased word of mouth• Significant cost savings compared to

competitors• Save you time Client Dashboard

Simple Reports

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Our Success Rate


Monthly Stat At or before Signup Today % Change

Average Yelp Traffic 301 507 68%Average Google Places Traffic 5455 7581 39%

Average Google Places Engagement 468 659 41%Average Facebook Page Likes/Fans 542 846 56%

Average Facebook View of Posts 3725 19428 422%Average Facebook Story Comments 16 25 56%

Average Twitter Followers 142 188 32%

We have over a 90% Retention Rate

Length of partnership

We do not have a long-term contract. We ask that you partner with us for 90 days. After that, we work on a month-to-month basis

Our clients love us!Main Street Hub has been an amazing service allowing us to connect with our customers through social media marketing, which in turn has increased our business. They have been integral in keeping our fans updated as we launched 2 new locations. With over thousands of reviews on Yelp alone, Main Street Hub allows each of our customer/fan/critic to feel like they are the only ones with the individual attention and response they provide on our behalf. They make us look like rock stars so we can concentrate on actually running the businesses. They are affordable, but quite frankly, you can't afford NOT to use them!

Sylvia and Young YiPearl's Deluxe BurgersSan Francisco, CA

Technology

Social media101 webinar2