Dan Spicer from Hootsuite is a regular speaker on digital and social media, having presented at the annual NUS Conference, #WorkingDigital Conference, Digital Marketing Show and The Great Business Show.
Read his presentation "Building an Advocate Community' from Oi15!
Social media marketing/Seo expert and digital marketing
Hootsuite @ oi15
1. Building an Advocate Community
Examples from How Hootsuite Gets Their Customers Raving About The
Brand
Head of Community, EMEA
@DanSpicer
Dan Spicer
7. *Gartner Predicts 2014: Seizing the Digital Business Advantage, by Jorge Lopez, Diane Morello, Stephen Prentice,
and Rand Leeb-du Toit, December 11, 2013.
of businesses
will lose market
position
Social Business Incompetence
8. *Gartner Predicts 2014: Seizing the Digital Business Advantage, by Jorge Lopez, Diane Morello, Stephen Prentice,
and Rand Leeb-du Toit, December 11, 2013.
cede dominance
Social Business Incompetence
1 in 5
9. of executives
not engaged
*Brian Solis: New Slides and Data: The State of Social Business Evolution in 2013
Social Business Incompetence
2
10. Tweets All / No replies
Reply Retweet
AT&T
@RamblingRooney Resist the urge, Jay. We heard it’s dark,
scary and no one can ever hear you. No one
Nov 26@ATT
Expand
Reply Retweet
Jay Rooney
Just found out that @TMobile doesn’t charge extra for
overseas data. What the hell am I still doing with @ATT?
Nov 26@RamblingRooney
Expand
Reply Retweet
T-Mobile
@RamblingRooney You know there is an alternative to old-school wireless
carriers, right? It’s called @TMobile, the #uncarrier ^ Lisa A
@TMobile Nov 26
Expand
11. Tweets All / No replies
Reply Retweet
AT&T
@RamblingRooney Resist the urge, Jay. We heard it’s dark,
scary and no one can ever hear you. No one
Nov 26@ATT
Expand
Reply Retweet
Jay Rooney
Just found out that @TMobile doesn’t charge extra for
overseas data. What the hell am I still doing with @ATT?
Nov 26@RamblingRooney
Expand
Reply Retweet
T-Mobile
@RamblingRooney You know there is an alternative to old-school wireless
carriers, right? It’s called @TMobile, the #uncarrier ^ Lisa A
@TMobile Nov 26
Expand
Reply Retweet
Jay Rooney
@ATT Hmmm… I could be persuaded by a discount on my
data plan
Nov 26@RamblingRooney
Expand Reply Retweet
T-Mobile
@ATT Did your kindergarten panel write that for you? @RamblingRooney
Global data at no extra charge vs. $$$$$$ #ItsNotComplicated
@TMobile Nov 26
Expand Reply Retweet
AT&T
@RamblingRooney No gloves out here, Jay. It’s too close to
the holidays to be so disgrunted. #HappyCarrier
Nov 26@ATT
Expand Reply Retweet
John Legere
@TMobile @ATT @RamblingRooney bet @ATT’s CEO isn’t going to join
the convo. Come join the #WirelessRevolution!
@JohnLegere Nov 27
Expand Reply Retweet
Jay Rooney
@JohnLegere You definitely caught my attention, good sir.
Going to a @TMobile store to inquire tomorrow!
Nov 26@RamblingRooney
Expand
15. just 20% of brands use advocate and
experts programs in their marketing
YET…
*MarketingCharts2014
16. Who are your Brand Advocates?
Customers Influencers Employees
Advocate: one that argues for a cause, a supporter or defender
Brand advocates are customers, employees or influencers such as bloggers who love your brand.
The best advocates have a social presence and passion for your brand and industry.
Debra Trappen
@debra11
15k twitter followers
Bryan Kramer
@BryanKramer
117k Twitter
followers
Diana Luong
Works for Hootsuite
613 Instagram followers,
12k Instagram on her Etsy store
23. Steps Toward Building An Advocate Community
Purpose
Utilise a set of targeting techniques to identify fans/super-fans in order to
build/grow an advocate community
Develop a feedback loop/program and utilise advocate knowledge to
improve brand/product/service
Layer in offline initiatives to complement online activities (targeted to
specific shared interests/values within the community)
Define a purpose and a set of clear objectives for advocates
Implement long-term actions (gamification, exclusivity options, evergreen
content etc.) to create a sustainable community
Feedback
Action
Offline
Identify
26. Ambassadors Increase our Global Reach
Amplification
Product releases shared
with ambassadors to drive
200% more engagement &
reviews
Insights
Share regional insights,
offer product feedback
and support initiatives in
15 languages
Support
Engage and support
our 15,000 registered
customers in the
Support Forum with
80% response rate
Events
Drive localisation
efforts by hosting
200 events
Empower engaged users to act as brand advocates to help build and grow Hootsuite’s global community
46. The Outcome: Engaged Advocates Who Review Our Product
● Over 200+ blog posts written by
our ambassadors in Q3/4
● 10% of app reviews on iTunes
contributed by Ambs.
● Total Twitter reach of
#HootAmb: 4.5 million!
47. Key Takeaways
● Define a clear purpose and set of objectives for
advocates
● Target the super-user/super-fan (not the
‘influencer’) to launch your advocate community
● Focus on long-term, repeatable actions to create a
sustainable community
● Layer in offline initiatives aligned with shared
interests of the advocate community (education,
inspiration, entertainment)
● Develop a feedback loop and adjust strategy
on-going