Presentation on Social Media for the 7th World Chambers Congress in Mexico, June 2011. Covers: why social media, social media and small business, examples o
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Social media for World Chambers Congress June 2011
1. Social Media:
Expanding Chamber Reach
Ekaterina Walter
Intel Social Media Strategist
@Ekaterina
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2. AGENDA
ïŒ Why Social Media
ïŒ Social Media and Your Customers
ïŒ Social Media and Your Peers
ïŒ Case Studies and Tips
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INTEL CONFIDENTIAL
6. Consumer Expectations
Companies/Brands Should:
ïŒlisten to what I have to say
ïŒshow that they care
ïŒconnect with me where I am
ïŒrespond in a timely manner
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7. Social Media â the Platform for Connection
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8. Are Your Die-Hard Fans Part of Your Community?
Die Hard Intel Fan - Damien Bayless
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29. Quotes from Ramon
ïŒ âI got on Facebook because I wanted to sell my pizzas to
college students back in 2005â
ïŒ âOne of my customers posted a video of them getting/eating
my pizza. It was viewed 1500 times in the first 2hrs. You
canât pay for stuff like that!â
ïŒ âI saw a pregnant lady tweeting about being hungry. By the
time she got to her hotel, I had pizza waiting for her. She had a
party and ordered pizza for everyoneâ
ïŒ âI learn about my potential customers through Twitter, start
conversations with them, they become my customersâ
ïŒ âThe most valuable piece of real estate is your Facebook wall,
because people share it with othersâ
ïŒ âI share a lot of product photos. If you werenât hungry earlier,
you are hungry now!â
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30. Quotes from Ramon (cont.)
ïŒ âI get out and meet people and get to know them, I do
fundraisers at schools, I mentor students, I connect with
artists on MySpace, I pay attention to sport events in townâ
ïŒ âI have my own hashtag #RamonWOW, anyone can tweet me
and get pizza delivery in record time (12 mins)â
ïŒ âI send âthank youâ videos to my customersâ
ïŒ âI promote my customers in my print menus â my Foursquare
mayors always get a shoutoutâ
ïŒ âMy products have hashtags â if you
want to see product review, just search
for them on Twitterâ
ïŒ âBe inspired and youâll be in demandâ
Ramonâs video: http://bit.ly/i1JQXv
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32. Otago Chamber of Commerce, New Zealand
Social Pioneers
John Chrystie Paul Allen
Chief Executive Business Resources
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35. Promoting Your Social Presence
ïŒ Printed newsletters
ïŒ Business training programs
ïŒ Word of mouth
ïŒ Email
ïŒ Website
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36. Benefits of Social Media
ïŒ Increased attendance at events and training
ïŒ Real-time communication
ïŒ Quick dissemination of information
ïŒ Trend spotting on topics of community discussions/concerns
ïŒ Building relationships with local businesses
(current and potential members)
ïŒ Lead generation (finding new members)
ïŒ Knowledge-sharing with other chambers
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37. Adding Value to Your Customers
â Over the past 18 months we have run various workshops
on using social media for business and for community
groups. Businesses in attendance: local government, small
and medium enterprises, sole traders, not-for-profit and
community organizations. Many of the participants have
since connected with the Chamber via Twitter and Facebook.
More importantly, these businesses are growing their
presence online with potential and current clients. â
- Paul Allen
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38. Salem Chamber of Commerce, USA
Social Pioneer
Kyle J. Sexton
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44. Use Twitter for Sales and Support
ïŒ$6.5M in revenue in â10
ïŒChanged products and processes in response to social brand chatter â
find out about problems with products 6 weeks earlier than in the past
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46. Use YouTube to Drive Sales
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47. Create a Self-Sustaining Community
TurboTax created a customer service wiki that allowed
TurboTax users to answer questions and provide tips to
others
Results: 40% of user questions were answered by other
customers at a higher rate of accuracy than the traditional
call center
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49. Consider the Move to Facebook Commerce
On the first day of launch the sales quadrupled
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50. Consider the Power of Facebook Integration
Giantnerd.com, a shopping site for outdoor
gear, saw a doubling in revenue generated
from Facebook within 2 weeks of adding the
Like button
American Eagle saw users
referred by Facebook spend 57%
more than average on the site
Every time Facebook user posted on
newsfeed that they bought a ticket, friends
spent an additional $5.30. Every Facebook
link generated $2.52 in sales
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51. Take Advantage of Location-Based Services
For opening weekend of Menâs Store
in NYC, Coach gave away free cologne
($85 value) to the first 200 customers
who checked into the store on
Foursquare. 10% of traffic to the
store that weekend came with
Foursquare check ins.
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57. Drive Organic Traffic and Leads with SEO
ïŒ Make sure you have consistent social presence
ïŒ Blog! Address pain-points, provide value
ïŒ Use the right keyword strategy
(no industry jargon, customer speak)
ïŒ Study where traffic comes from
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58. Use Social Media to Drive Participation
in Offline Events
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59. Things to Remember about Social Media
ï Just like relationship-building it takes time and effort
ï Set the right expectations with customers on response time
ï You get what you give⊠provide value and help
ï Continually learn to stay relevant
ï Donât be afraid to experiment
ï If you are not sure where to start, start small
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60. Your business relies on
word of mouth (WOM),
social media is not a
nice-to-have anymore,
itâs a must-have!
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61. Thank You!
Ekaterina Walter
ekaterina.walter@intel.com
http://www.ekaterinawalter.com
Twitter: @Ekaterina
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