Social Media for Customer Connections

•

6 likes•5,721 views

Consumer-centric organizations know that social media can be used to engage with customers, leading to increased satisfaction and the acquisition of new customers through the power of viral marketing - yet relatively few firms do it well. David presents a practical guide for any organization that aspires to create direct, deep, rewarding relationships with its patrons and prospects. David demonstrates how a range of Web 2.0 tools and techniques can be used to start and sustain conversations and humanize the organization in the eyes of those it seeks to serve. For more info on this, get David's book, Face2Face: Using Facebook, Twitter, and other social media tools to create great customer connections!

Business Technology

Social Media
ﬂickr.com/photos/94852245@N00/4338268272/
for customer
david lee king | topeka & shawnee county public library | davidleeking.com
connections

ﬂickr.com/photos/30008935@N00/417833522/
problem:
we haven’t
embraced the
social web

we have
the tools
ﬂickr.com/photos/safari_vacation/6257284524/

not quite
sure how
to use
them!

So, what do you think
about our library?
ﬂickr.com/photos/10059155@N05/4712929433/

What's missing?
ﬂickr.com/photos/40624839@N02/3784049371/
face2face
interaction

how online
engagement
works
ﬂickr.com/photos/23697075@N03/3010947232/

ﬂickr.com/photos/niallkennedy/667670285/

3 ways to
transform into a
face2face library
ﬂickr.com/photos/94852245@N00/4338268272/

1.
listening
ﬂickr.com/photos/94852245@N00/4338268272/

why listen?
ﬂickr.com/photos/58571789@N00/4519906494/

what to
listen for
ﬂickr.com/photos/58571789@N00/4519906494/

responding
ﬂickr.com/photos/58571789@N00/4519906494/

listening in
Topeka
ﬂickr.com/photos/58571789@N00/4519906494/

2.
basic
communication
(online)
ﬂickr.com/photos/94852245@N00/4338268272/

conversational
writing

add pictures
& video

add pictures
& video
[like this]

be “you”
online
[“you”]

pics of staff
new stuff
customers!

where are
the people?
flickr.com/photos/hackleypubliclibrary/3903700537/

3.
“doing”
community
ﬂickr.com/photos/94852245@N00/4338268272/

we get this

ﬂickr.com/photos/53472606@N00/2751815892/
less control here

respond
to critics
ﬂickr.com/photos/41987260@N00/3634805732/

listen first
ﬂickr.com/photos/41987260@N00/3634805732/

admit &
apologize
ﬂickr.com/photos/41987260@N00/3634805732/

be nice
ﬂickr.com/photos/41987260@N00/3634805732/

be quiet
(i.e., don’t
respond)
ﬂickr.com/photos/41987260@N00/3634805732/

develop a
thick skin
ﬂickr.com/photos/41987260@N00/3634805732/

where to start!
ﬂickr.com/photos/94852245@N00/4338268272/

ask
ﬂickr.com/photos/94852245@N00/4338268272/

set goals
& strategy
ﬂickr.com/photos/21290415@N05/3006994838/

who does the
work?
ﬂickr.com/photos/aboutmattlaw/3673332299/

measure success
ﬂickr.com/photos/aboutmattlaw/3673332299/

ﬂickr.com/photos/94852245@N00/4338268272/
creating great
customer
connections
starts with you!

thank
you!
davidleeking.com

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14. 1. listening ﬂickr.com/photos/94852245@N00/4338268272/

15. why listen? ﬂickr.com/photos/58571789@N00/4519906494/

16. what to listen for ﬂickr.com/photos/58571789@N00/4519906494/

17. responding ﬂickr.com/photos/58571789@N00/4519906494/

18. listening in Topeka ﬂickr.com/photos/58571789@N00/4519906494/

19. 2. basic communication (online) ﬂickr.com/photos/94852245@N00/4338268272/

20. conversational writing

21. add pictures & video

22. add pictures & video [like this]

23.

24. be “you” online [“you”]

25. pics of staff new stuff customers!

26. where are the people? flickr.com/photos/hackleypubliclibrary/3903700537/

27. 3. “doing” community ﬂickr.com/photos/94852245@N00/4338268272/

28. we get this

29. ﬂickr.com/photos/53472606@N00/2751815892/ less control here

30. respond to critics ﬂickr.com/photos/41987260@N00/3634805732/

31. listen first ﬂickr.com/photos/41987260@N00/3634805732/

32. admit & apologize ﬂickr.com/photos/41987260@N00/3634805732/

33. be nice ﬂickr.com/photos/41987260@N00/3634805732/

34. be quiet (i.e., don’t respond) ﬂickr.com/photos/41987260@N00/3634805732/

35. develop a thick skin ﬂickr.com/photos/41987260@N00/3634805732/

36. where to start! ﬂickr.com/photos/94852245@N00/4338268272/

37. ask ﬂickr.com/photos/94852245@N00/4338268272/

38. set goals & strategy ﬂickr.com/photos/21290415@N05/3006994838/

39. who does the work? ﬂickr.com/photos/aboutmattlaw/3673332299/

40. measure success ﬂickr.com/photos/aboutmattlaw/3673332299/

41. ﬂickr.com/photos/94852245@N00/4338268272/ creating great customer connections starts with you!

42. thank you! davidleeking.com