Short slideshow on using social media for customer service and conversation. Also goes over social media monitoring tools.

1. Social Media Overview

5. Social Media Revolution By 2010 Gen Y will outnumber Baby Boomers…96% of them have joined a social network Social Media has overtaken porn as the #1 activity on the Web *Stats provided by socialnomics.net

6. Years to reach 50 million users: Radio (38 Years), TV (13 years), Internet (4 years), iPod (3 years)…Facebook added 100 million users in less than 9 months…iPhone hit 1 billion in 9 months % of companies using LinkedIn as primary tool to find employees…80%

7. Social Media Is… Customer Service Conversation

8. Customer Service Social media must be used as a way to improve customer service throughout your company by: Monitoring what is being said about your company online If a client starts a conversation on social media about you, you want to be able to acknowledge their thoughts – especially if they’re negative Transparency is key: if there is negative conversation about your company, you need to react to it immediately and try to fix it – Don’t pull a Tiger Woods! FoodSpotting

10. Customer Service Social media must be used as a way to improve customer service throughout your company by: Monitoring what is being said about your competitors online If clients are upset with your competitors performance, this is a good opportunity for you to step in and offer them what they want Delta vs Southwest If clients are happy with your competitors performance, this will give you better insight on how to please your own clients “80% of Twitter usage is outside of Twitter…people update anywhere, anytime…imagine what that means for bad customer service” (socialnomics.net)

11. Conversation Monitoring Tools TweetDeck Allows you to monitor your Facebook, LinkedIn and multiple Twitter accounts in one location Monitter Allows you to monitor as many or as few keywords as you like at one time, in one location Twitter Search Basic search of twitter conversations Only lets you search one keyword at a time

12. TweetDeck Click to add/edit keywords

13. TweetDeck Enter keyword here Click to monitor a specific twitter list You can select from previous keyword searches

14. TweetDeck Keywords listed in upper left-hand of each column Monitor your competitors Monitor your industry Scroll over to view more of your searches

15. Monitter Keyword @properties Keyword “jameson real estate” Keyword @jamesonre Scroll over to view more keywords

16. Twitter Search Keyword

17. Conversation Social media is about developing relationships with your customer through conversations If you have a Facebook Fan Page, make sure you are responding to your fans comments and questions If you have a Twitter account, initiate conversations with your followers Comment on one of their tweets Ask them about their business Respond to and acknowledge when they @ mention you If you’re on LinkedIn, answer questions related to your industry If all you do on social media is promote your brand, you will fail Remember the 9 to 1 rule – for every 10 tweets you post, only 1 of them should be about you Just like any real-life relationship, no one wants to be friends with people who only talk or care about themselves…the same rule applies in social media “Successful companies in social media act more like Dale Carnegie and less like David Ogilvy: Listening first, selling second” (socialnomics.net)

18. Social Media ROI: Socialnomics by @equalman

19. Questions?