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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
@getsatisfaction  3 #GetSuccess  @steven_pal  @pepperagusa
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
@getsatisfaction  4 #GetSuccess  @steven_pal  @pepperagusa
1.  Optimize for Search Engines
2.  Make Your Website a Great Starting Point
3.  Close the Loop in Social Channels
4.  Take a Mobile First Approach
4 Strategies to Engage Your Customers
@getsatisfaction  5 #GetSuccess  @steven_pal  @pepperagusa
Optimize for Search Engines
15%
30%
of desktop community visits are
from search engines …
… and mobile visits are
double that with
SEO is critical!
@getsatisfaction  6 #GetSuccess  @steven_pal  @pepperagusa
Example: Koodo
Succinct Title
w/ Keywords Domain Alias
@getsatisfaction  7 #GetSuccess  @steven_pal  @pepperagusa
Example: Koodo (cont’d)
Link to community
from website
homepage
@getsatisfaction  8 #GetSuccess  @steven_pal  @pepperagusa
Example: Koodo (cont’d)
Submit community
sitemap using
webmaster tools
@getsatisfaction  9 #GetSuccess  @steven_pal  @pepperagusa
Example: Koodo (cont’d)
@getsatisfaction  10 #GetSuccess  @steven_pal  @pepperagusa
Example: Country Music Association
Succinct Title
w/ Keywords
@getsatisfaction  11 #GetSuccess  @steven_pal  @pepperagusa
Example: CMA (cont’d)
Variation of
keywords on
page
@getsatisfaction  12 #GetSuccess  @steven_pal  @pepperagusa
Example: CMA (cont’d)
“CMA” and “Country Music Association”
“Fest” and
“Festival”
@getsatisfaction  13 #GetSuccess  @steven_pal  @pepperagusa
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
@getsatisfaction  14 #GetSuccess  @steven_pal  @pepperagusa
1.  Optimize for Search Engines
2.  Make Your Website a Great Starting Point
3.  Close the Loop in Social Channels
4.  Take a Mobile First Approach
4 Strategies to Engage Your Customers
@getsatisfaction  15 #GetSuccess  @steven_pal  @pepperagusa
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.
@getsatisfaction  16 #GetSuccess  @steven_pal  @pepperagusa
Example: Enphase Energy
@getsatisfaction  17 #GetSuccess  @steven_pal  @pepperagusa
Example: Vertica (an HP company)
@getsatisfaction  18 #GetSuccess  @steven_pal  @pepperagusa
Example: Sonos (engage widget)
@getsatisfaction  19 #GetSuccess  @steven_pal  @pepperagusa
Example: SPS Commerce
@getsatisfaction  20 #GetSuccess  @steven_pal  @pepperagusa
Example (API-based)
@getsatisfaction  21 #GetSuccess  @steven_pal  @pepperagusa
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
@getsatisfaction  22 #GetSuccess  @steven_pal  @pepperagusa
1.  Optimize for Search Engines
2.  Make Your Website or Product a Great Starting Point
3.  Close the Loop in Social Channels
4.  Take a Mobile First Approach
4 Strategies to Engage Your Customers
@getsatisfaction  23 #GetSuccess  @steven_pal  @pepperagusa
2.8 hrs
Half-life of a Tweet…
Close the loop on Social Channels
@getsatisfaction  24 #GetSuccess  @steven_pal  @pepperagusa
3.2 hrs
Half-life of a Facebook Post
Close the loop on Social Channels
@getsatisfaction  25 #GetSuccess  @steven_pal  @pepperagusa
n/a
GS topics gain visibility!
Close the loop on Social Channels
@getsatisfaction  26 #GetSuccess  @steven_pal  @pepperagusa
Facebook App
@getsatisfaction  27 #GetSuccess  @steven_pal  @pepperagusa
Social Media Sharing
@getsatisfaction  28 #GetSuccess  @steven_pal  @pepperagusa
Hootsuite integration:
Close the Loop on Social Channels
@getsatisfaction  29 #GetSuccess  @steven_pal  @pepperagusa
Close the Loop on Social Channels
Share existing community knowledge:
@getsatisfaction  30 #GetSuccess  @steven_pal  @pepperagusa
Close the Loop on Social Channels
…or bring the conversation to the community:
@getsatisfaction  31 #GetSuccess  @steven_pal  @pepperagusa
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
@getsatisfaction  32 #GetSuccess  @steven_pal  @pepperagusa
1.  Optimize for Search Engines
2.  Make Your Website or Product a Great Starting Point
3.  Close the Loop in Social Channels
4.  Take a Mobile First Approach
4 Strategies to Engage Your Customers
@getsatisfaction  33 #GetSuccess  @steven_pal  @pepperagusa
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!
@getsatisfaction  34 #GetSuccess  @steven_pal  @pepperagusa
Example: CoPilot Live iPhone App
“Community Forum” option in “Help & Feedback” sub-menu opens community
@getsatisfaction  35 #GetSuccess  @steven_pal  @pepperagusa
Example: Yahoo iPhone App
“Help” option in main menu opens community
@getsatisfaction  36 #GetSuccess  @steven_pal  @pepperagusa
Example: ebay Responsive Site
@getsatisfaction  37 #GetSuccess  @steven_pal  @pepperagusa
Example: ebay Responsive Site
@getsatisfaction  38 #GetSuccess  @steven_pal  @pepperagusa
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
@getsatisfaction  39 #GetSuccess  @steven_pal  @pepperagusa
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
@getsatisfaction  40 #GetSuccess  @steven_pal  @pepperagusa
Questions?
Answers.
What strategies do you use to
engage your customers in the
places they visit most?
Tell us: http://gsfn.us/t/3zahf
	
  
	
  

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