Unlocking The Power of Social

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Information about Unlocking The Power of Social
Social Media

Published on March 1, 2014

Author: hootsuite

Source: slideshare.net

Description

Social media drives business and as a result, companies are making social media a priority.

Unlocking the 
 Power of Social

Jeanette Gibson VP Community, HootSuite @jeanetteg @hootbusiness @hootsuite

Social Media 
 Drives Business

85% of consumers say they will change their shopping behavior in 
 response to social media content

64% Of smartphone users turn to their phones to shop

Companies are Making Social Media a Priority

Social Media for Business is Rising ONLINE MARKETING TACTICS USED BY SMBs % OF RESPONDENTS TACTICS 2010 (%) 2013 (%) Web 51% 86% Email 47% 65% Search 38% 23% Banner Ads 28% 22% Social Media 27% Twitter 21% LinkedIn ! ! Blog 25% 52% Source: Vocus and Inc. Magazine, Bredin Business Information, emarketer.com 77%

Social Media for Business is Rising ONLINE MARKETING TACTICS USED BY SMBs % OF RESPONDENTS TACTICS 2010 2013 (%) Web 51% 86% Email 47% 65% Search 38% 23% Banner Ads 28% 22% Social Media 27% Twitter 21% LinkedIn ! ! Blog 25% 52% Source: Vocus and Inc. Magazine, Bredin Business Information, emarketer.com 77%

Social Media for Business is Rising ONLINE MARKETING TACTICS USED BY SMBs % OF RESPONDENTS TACTICS 2010 2013 Web 51% 86% Email 47% 65% Search 38% 23% Banner Ads 28% 22% Social Media 27% Twitter 21% LinkedIn ! Blog 25% 52% Source: Vocus and Inc. Magazine, Bredin Business Information, emarketer.com 77%

Business + Social = Win 71% 15% Source: Digital Sherpa & Nielsen of users prefer businesses with the information easily reached via social media 15% 46% of users of purchase products from the brand they follow online on social media of customers use social media to search for local businesses of online users rely on social media before making purchase decisions

Using Social Media to Grow Business

We Asked our Customers:
 Q: What are your biggest challenges with Social Media? 1 Proving the 
 ROI of social 3 Managing time 
 & resources 2 Leveraging social to grow the business

We Asked our Customers:
 Q: What are your Top 3 Goals this year with Social Media? 55% 47% Increasing leads 
 & website traffic Growing their following & community 21% Deliver marketing 
 & brand campaigns

We Asked our Customers:
 Q: What content do you seek? 93% & of Social 
 Media Managers 67% of Business
 owners said… “Social Media Strategy & How-To’s”

The Herschel Story

Herschel Today • 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

Customer Service BEFORE: 400 emails/day 3 day response time 9-5, Monday-Friday 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

Social Focus • Build brand awareness by engaging with customers • Showcase customer stories • Make sharing across customers easy • Enable one-to-one connection with the brand

How • 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

“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

Results Faster customer service response rates Increased customer satisfaction Increased brand sentiment More compelling marketing campaigns Over 140,000 Facebook Likes Over 50,000 Twitter followers

Tips from our customers: 1 Monitor social networks, respond fast 2 Use a dashboard to save time 3 Engage directly with customers 4 Encourage customers to share images & stories on social ! 5 Provide content that is human & relevant

HootSuite can help you grow! 1 10 Social Media Marketing Tips for Small Business blog.hootsuite.com/10-social-media-tips-for-small-business 2 Free Resources - 100’s of videos, webinars & more blog.hootsuite.com/category/resources 3 How to Build a Community of Followers blog.hootsuite.com/community-management-tip-brand-advocacy-program/ @hootsuite /hootsuite /+hootsuite /company/hootsuite

Thank You Have questions? @jeanetteg @hootbusiness @hootsuite

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