Presentasi dari Arif Setyawan, Crew dari Agate Studio dalam event Talent Development Saturday Agate Studio. http://agatestudio.com Talent Development Saturday adalah acara Agate Studio crew sharing berbagai topik. Mulai dari Art, Programming, Game Production dan General Business/Management. TDS ini dilakukan tanggal 8 Februari 2014 di Bandung Digital Valley.

1. @agatestudio
CREATING LONG-TERM
LOYALITY RELATIONSHIP
WITH CUSTOMER
(SOCIAL MEDIA)
Arif
SUMBER :
KOTLER DAN GOOGLE
Publishing
Agate Studio

2. @agatestudio
Building Costumer Value, Satisfaction, and Loyalty
For a modern Business creating loyal customer is the heart of every business
The only value your company will ever create is the value that comes from customers---the
ones you have now and the ones you will have in the future. Businesses succed by getting,
keeping, and growing customers. Customers are the only reason you build factories, hire
employees, schedule meetings, lay fiber-optic lines, or engage in any business activity.
Without customers, you don’t have any business.
Martha Rogers (Marketing Expert)

3. @agatestudio
What is Customer Lifetime Value?
Customer Lifetime Value is the projected amount of revenue a customer will
generate over their lifetime at your business.
Customer Lifetime Value (CLV) = Avg. Spend Per Month / Monthly Customer Churn Rate*
* Monthly Churn Rate is the % of This Month’s Customers Who Don’t Come Back
For example:
$50 Lifetime Value = $10 Average Spend Per Month / 20% of Customers Don’t Come Back Each Month

4. @agatestudio
5 Ways to Increase Customer Lifetime Value
1. TREAT NEW CUSTOMERS LIKE VIPS with discounts, freebies, or even just a simple “Thanks for trying us!”
2. KEEP IN TOUCH WITH CUSTOMERS with timely emails, text messages, and social media posts.
3. GIVE CUSTOMERS A REASON TO COME BACK SOON with enticing deals that have an expiration date.
4. IMPLEMENT A MODERN REWARDS PROGRAM like FiveStars to boost your customer visits by 12-44%.
5. TREAT REPEAT CUSTOMERS LIKE KINGS with VIP lines, customer photo walls, and other
over-the-top experiences they’ll tell their friends about you.

5. @agatestudio
Customer Relationship Management (CRM)
CRM is the process of carefuly managing detailed information
about individual costumer and all costumer “touch point” to
maximize loyalty. CRM enables companies to provide
excellent real-time customer service though the effective use
of individual account information. Based on they know about
each valued costomer, companies can customize market
offering, services, program, message and media. CRM is
important because a major drives of company profability is
the aggregate of the company’s customer base

6. Social Media Engagement Level
The percentage of social mentions
you engage with versus those that
you don't. If you get 10 brand
mentions and engage with 3, your
engagement level is 30%. Many
people often make an adjusted
calculation as well. An adjusted
social media engagement level
takes into account posts that you
would purposefully choose not to
engage with. That would mean that
perhaps 3 of those mentions were
spam, or within a personal
conversation you don't want to
interrupt. In that case your
adjusted engagement level would
be 60%. The percentage left over is
potential conversations that were
missed.

7. 11 Ways to Increase Facebook Engagement
1. Posting on your Facebook
fan page between 8 AM to 7
PM will receive 20% more
fan engagement than
posting at other times.
2. Wednesdays and Sundays
are the best days to post on
your Facebook fan page.
3. Posting 3 or 4 quality
materials will receive more
likes and comments than
posting more often with
lower quality.

8. 4. If you use 80 characters or less,
there is a 66% higher engagement
than longer posts
5. Ask the fans questions. If you ask
questions, you are both inviting
engagement and giving them a
prompt to help them get started.
The key is to ask questions that
your fans will care enough about
that they’ll take the time to answer.
6. Fill in the blank posts are 9 times
more effective than regular posts.
7. Keep it simple; don’t overwhelm
your fans with too much
complicated information. Fans do
not like to do math to understand a
post.

9. 8. Fans may want to learn more about you
and what you have to offer – but they want to
talk about themselves. Fans need to feel that
they can relate to the topic. Keep an eye on
Facebook Insights to see how people
respond to different topics, and keep going
with what works.
9. If and when it’s possible, take the time to
interact with your followers so they feel
included. If you have a large following, it may
not be possible or practical to respond to
every fan, but interacting when you can, or
giving blanket responses can encourage
followers to continue engaging with you.
10. Use images in your Facebook posts to tell
a story, catching users’ eyes as they scroll
through their Facebook feed, and as a
launching point for conversations.
11. People use Facebook to learn, but they
also sign on to relax, have fun and enjoy
themselves. Try posting something light and
fun once in a while, your followers will likely
appreciate it, and feel more engaged and
connected with your company.

10. 10 ways to increase twitter engagement
1. Create a Good Avatar
This suggestion is for aesthetic purposes, but having
an avatar that looks unprofessional will only serve to
make you appear unprofessional, and that's no way
to increase the number of people following you. Since
the avatar is simply a small picture to represent you,
work within those means
2. Tweets During Peak Hours
Sending messages, or twittering, during peak hours
gives you the best opportunity to be seen, or, rather,
read. And that gives you better odds of someone
enjoying whatever messages you're sending out and
signing up as a follower. So what are the peak hours?
There haven't been any studies performed yet, but
the Washington, D.C.-based Internet marketing firm
Abraham & Harrison have performed some Webinars
along with Twitter and confirmed that 9 a.m., noon, 3
p.m. and 6 p.m. see heavy use
3. Create an Effective Profile Bio
Be creative, clever and intelligent when writing your
bio. You want to sum up who you are in a short space,
too, so don't go overboard with the prose. This is also
a good place to plant URLs to any other sites you're
looking to promote, such as your Facebook page or a
blog landing page. But don't only include those links.
A good mix of clever self-description mixed with your
other links is a good bet to get people interested in
what you have to say.

11. 4. Send "@Messages" to Top Users
an "@message" is posted on your profile page for all to
see. So if you wanted to send an "@message" to top
Twitter user actor Ashton Kutcher, anybody visiting your
profile would see it. Good luck getting Mr. Kutcher to send
a tweet back to you, but that's not the point. But if he does
feel the urge to re-tweet your message -- or broadcast it to
all his followers -- 2.9 million people will see it
5. Ask Questions
One great way to add followers is to get people engaged
so they'll send you a tweet back. There's no better way to
get people to respond than to pose questions. Facebook
quizzes have shown that people are willing to respond to
even the silliest of public opinion polls. So throw some
questions on your Twitter and see if you can get people
talking.
6. Link to Interesting Sites
Detailing what you had for breakfast may be fun for your
family and close friends, but it's not a good way to get or
retain followers. But linking to interesting articles or Web
sites is. Many Web sites and blogs are nothing more than a
collection of links to the most fascinating, unusual or
ground breaking information on the Internet.

12. 7. Develop a Niche
Random tweets about everything under the sun can get you some followers, but having a more targeted
audience in mind and playing to those followers is a better approach. If you have a lot of knowledge about
something, anything, then go with that.
8. Repeat Yourself
Who is reading your posts at the time can make all the difference in the world. Let's say you posted about a
cool new iPhone application, and nobody said much. Twitter it again eight hours later and your luck may
change. Don't overuse this method though. You don't want to become known for posting nothing but
repeat messages.
9. Post Picture
A picture may be worth a thousand words, but in this case it just needs to be worth 140 characters.
Everyone likes to look at pictures, and Twitter users are no different.
10. Link Your Account
If you're connected enough to have a Twitter account, then chances are you use all kinds of other Internet
outlets. You need to use every one of these to help promote your Twitter account. Post your Twitter
information on your Facebook page.