Published on March 1, 2014
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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