4 Strategies to Engage Customers Anywhere
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Learn how to bring relevant community conversations (and the SEO punch they pack) to your website and digital campaigns, and leverage our mobile and social apps for maximum visibility and engagement.
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4 Strategies to Engage Customers Anywhere
- 1. Allowing Customers to Enter Community Conversations Anywhere Steven Pal Director of Consumer Products Peppe Ragusa Launch Director @steven_pal @pepperagusa @getsatisfaction #GetSuccess
- 2. @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
- 3. @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
- 4. @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
- 5. @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!
- 6. @getsatisfaction 6 #GetSuccess @steven_pal @pepperagusa Example: Koodo Succinct Title w/ Keywords Domain Alias
- 7. @getsatisfaction 7 #GetSuccess @steven_pal @pepperagusa Example: Koodo (cont’d) Link to community from website homepage
- 8. @getsatisfaction 8 #GetSuccess @steven_pal @pepperagusa Example: Koodo (cont’d) Submit community sitemap using webmaster tools
- 9. @getsatisfaction 9 #GetSuccess @steven_pal @pepperagusa Example: Koodo (cont’d)
- 10. @getsatisfaction 10 #GetSuccess @steven_pal @pepperagusa Example: Country Music Association Succinct Title w/ Keywords
- 11. @getsatisfaction 11 #GetSuccess @steven_pal @pepperagusa Example: CMA (cont’d) Variation of keywords on page
- 12. @getsatisfaction 12 #GetSuccess @steven_pal @pepperagusa Example: CMA (cont’d) “CMA” and “Country Music Association” “Fest” and “Festival”
- 13. @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
- 14. @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
- 15. @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.
- 16. @getsatisfaction 16 #GetSuccess @steven_pal @pepperagusa Example: Enphase Energy
- 17. @getsatisfaction 17 #GetSuccess @steven_pal @pepperagusa Example: Vertica (an HP company)
- 18. @getsatisfaction 18 #GetSuccess @steven_pal @pepperagusa Example: Sonos (engage widget)
- 19. @getsatisfaction 19 #GetSuccess @steven_pal @pepperagusa Example: SPS Commerce
- 20. @getsatisfaction 20 #GetSuccess @steven_pal @pepperagusa Example (API-based)
- 21. @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
- 22. @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
- 23. @getsatisfaction 23 #GetSuccess @steven_pal @pepperagusa 2.8 hrs Half-life of a Tweet… Close the loop on Social Channels
- 24. @getsatisfaction 24 #GetSuccess @steven_pal @pepperagusa 3.2 hrs Half-life of a Facebook Post Close the loop on Social Channels
- 25. @getsatisfaction 25 #GetSuccess @steven_pal @pepperagusa n/a GS topics gain visibility! Close the loop on Social Channels
- 26. @getsatisfaction 26 #GetSuccess @steven_pal @pepperagusa Facebook App
- 27. @getsatisfaction 27 #GetSuccess @steven_pal @pepperagusa Social Media Sharing
- 28. @getsatisfaction 28 #GetSuccess @steven_pal @pepperagusa Hootsuite integration: Close the Loop on Social Channels
- 29. @getsatisfaction 29 #GetSuccess @steven_pal @pepperagusa Close the Loop on Social Channels Share existing community knowledge:
- 30. @getsatisfaction 30 #GetSuccess @steven_pal @pepperagusa Close the Loop on Social Channels …or bring the conversation to the community:
- 31. @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
- 32. @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
- 33. @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!
- 34. @getsatisfaction 34 #GetSuccess @steven_pal @pepperagusa Example: CoPilot Live iPhone App “Community Forum” option in “Help & Feedback” sub-menu opens community
- 35. @getsatisfaction 35 #GetSuccess @steven_pal @pepperagusa Example: Yahoo iPhone App “Help” option in main menu opens community
- 36. @getsatisfaction 36 #GetSuccess @steven_pal @pepperagusa Example: ebay Responsive Site
- 37. @getsatisfaction 37 #GetSuccess @steven_pal @pepperagusa Example: ebay Responsive Site
- 38. @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
- 39. @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
- 40. @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