1. Engage, Interact and Grow
with Social Media
A Review of Best Practices

2. Welcome!
! Allan Pulga, Manager of Communications
@poonisms
! Farshid Zavosh, Manager of Partner Programs
@farsh_tweets
Format:
• 30 min presentation: Social Media strategy and best
practices
• 20 min open discussion: What has worked for you?
• We’ll also post a follow-up “Social Media Cheat Sheet” of
highlights from this presentation on iQmetrix.com/events/
retail-summit

4. iQmetrix’s Audiences

5. Who are your company’s audiences?
• Customers
• Partners
• Potential Employees
• Advertisers?
• Who else?
• How can you provide value to your audience?

6. Which social networks does iQ use?
iQ Blog
iQmetrix.com/industry-
news-and-views

7. Marketing ≠ Social media

8. Your brand personality
How do you
want customers
to perceive you?
ss

9. Which social networks should you use?
Your
Company

10. Social media growth
Build Reach Conversation Collaboration Relationship
Management

11. The key is
to listen…

12. Social media:
Listening

13. Social media: Timing

14. The key is to listen…

15. Social Media: Tracking Results
! Campaign Reach
! Frequency
! Social Reach
! Clicks
! Actions

16. Twitter best practices:
! Short handle
! HootSuite or TweetDeck
! Repeat your tweets; time of day
! Use hashtags; see what’s trending
! URL shortener (e.g. bitly.com)
! Follow back
! Twitter lists

17. Twitter by the numbers:
! 140M+ users
! 55% use Twitter on mobile, 40% growth by Q
! Users send 1B Tweets every 3 days
! 60% of users tweet; 100% are listening.
! 79% follow brands to get exclusive content.
! Super Bowl 2012 , 1/5 ads had a hashtag.
! Promoted Tweets: avg. engagement 1-3%

18. Cautionary Tales: Twitter
! #McDStories
! @BicForHer
! #Rogers1Number

19. Pinterest: Worth it?

20. Social media is not your brand’s
savior.
! Don’t put all your eggs in the social media
basket; complement existing channels.
! Human matters: Your customers still want
answers over the phone and in-store service and
support.

21. Social media is not your brand’s
savior.

22. Originality & Authenticity
“The opportunity lies in doing things differently. Invest in
great content based on real insights and stay flexible.”
-Seth Simonds, Social Innovation Director, Mullen advertising agency (via
Advertising Age)
“People want to deal with people, not companies. When
companies tweet in a human voice, in a meaningful way, they
can establish relationships that are stronger than on other
social platforms because they are in real time and ongoing.”
- B.L. Ochman , President, Whatsnextonline.com

23. “Social engagement is the new
SEO.” – Fast Company
! Google’s new algorithms (Aug. 2012) consider
your brand’s appearance in social media
interactions (both peer-peer and peer-brand)
when determining your website’s rank.

24. “This is what social really needs to be: a method of
creating real value for customers, connecting them
deeply and efficiently with the information they
need to become – and then stay – satisfied, long-
term customers of the companies and brands that
matter to them.”
– Tom Kelly, President and CEO,
Moxie Software (via Forbes)

25. Questions?
Fire away! (20 minutes for Q&A)
• Our question for you: How has your company
successfully used social media to drive sales,
engagement and repeat business?
• Email/tweet additional questions or best practices to:
AllanP@iQmetrix.com @poonisms
FarshidZ@iQmetrix.com @farsh_tweets

26. iQ Social Media Cheat Sheet
! Scan for highlights
of this presentation:

27. iQmetrix.com | 1.866.iQmetrix
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