15 strategies to make your organization more likeable

15 Strategies to Make your Organization More

@DaveKerpen, CEO, @LikeableMediaAuthor of @likeablebook

June 2011

1) Social media is not free.

2) Social media will not bring you instant results.

3) Social media cannot make up for a bad product or service.

Warnings about Social Media

like is the new link

it’s not about you…

Likeable Social Media: How to Delight Your Customers,

Create an Irresistible Brand, and Be Generally Amazing on

(& other social networks)

15 ways…

1. listen first and never stop listening

2. think – and act – like your customer

3. compel your customers to be your first fans

4. respond quickly to all bad comments

5. respond to good comments

too

online influencers…

the new celebrities?

6. be authentic

7. should you ask a lot of

questions?

1. Pose a question or challenge directly to fans

2. Ask fans to “like” it

3. Announce winners of a Facebook-hosted contest or sweepstakes

4. Include “everything else” – all remaining status updates that didn’t fit any of the above categories

in a recent study, Likeable Media looked at status updates that…

• In 100% of cases, engagement rates for posts that asked fans to “‘Like’ this” were up to 5.5 times (on average 2.7x) higher than those for “other updates”.*

• In 9 out of 10 cases, status updates that posed a question directly to fans were 2-6 times as engaging as “other updates”.

Likeable Media found the following…

8. provide value(yes, for free!)

9. share stories(they’re your social currency)

10. inspire your customers to share stories

11. integrate facebook into

the entire customer

experience

12. use facebook ads for greater

impact

13. admit when you screw up then leverage your mistakes

14. consistently deliver

excitement, surprise, &

delight

free chillzones

15. don’t sell! just make it easy & compelling for customers to buy

but how do we get started today?

getting started on:

If you can add a business as a “FRIEND”, it’s not properly set up on Facebook.

Individual profiles are for Individuals.

profiles

Groups are organized around common interest.

Limited functionality, but able to organize large groups of people.

Can be public or private.

groups

Established for businesses: Become a LIKER

Completely public, don’t need to be a member of Facebook to

view

HIGHLY functional.

fan pages

community pages

the 5 most engaging status updates

getting started on:

• Consumer Insight• Customer Service• Real Time Communication

best uses

Limited to 140 Characters, Twitter is based on the simple premise of reporting “What’s happening?”

right now

“what’s happening?”

Type “RT @DaveKerpen:”

OR

Simply click the “Retweet” button

retweeting

Click the “Reply” button…

@reply

DM (Direct Messaging)

tweetdeck

hootsuite

other apps

getting started on:

• Demonstrating Corporate Culture• Demonstrating Product Uses

Best Uses

• Content is more important than production quality. A good flipcam will do.

• Short and sweet is almost always better. A good rule of thumb is 30-90 seconds per video.

• Have fun. Video is a great way to showcase your brand’s personality .

• Answer people’s comments.

Tips

getting started on:

• Recruitment• Retention• Industry Collaboration

best uses

company profiles

getting started on:

Blogs allow you to connect with the consumer in a more casual level, enable you to talk directly with consumer via comments, and allow you to expand and explore topics

best uses

There are over 200 million US-based blogs. In addition to providing a platform for expanded, easily updatable content,

blogs have another important purpose:

B.L.O.G. = BETTER LISTINGS ON GOOGLE

(and Bing too!)

likeable.comlikeablebook.com

Engage with me @DaveKerpen on Twitter

Ask us questions @ Facebook.com/LikeableMedia

Or, email me anytime dave@likeable.com

thank you/ grand prize/ I love feedback