social media do's & don'ts for customer service
TRANSCRIPT
SME REBUILDERS presents
SOCIAL MEDIA DO’S & DON’TS
in CUSTOMER SERVICE; ENGAGEMENT & RETENTION
BEFORE WE BEGIN
OUR GIFT TO YOU!
http://sme-rebuilders.com/claim-your-gift
WHO ARE WE?
Elin Kilicarslan = 15 years in Dubai Taner Kilicarslan = 5 years in Dubai www.sme-rebuilders.com/experts
We love helping businesses grow in a sustainable way. We are: • public speakers & marketing strategists • have been published in The National, Intelligent SME, Oil & Gas
Magazine, and more… Our expertise areas are in: • digital and social media • web design and development • web marketing strategies • branding • customer engagement & conversion
THE VALUE OF SERVICE
We all know that great customer service and customer engagement equals…
Customer Retention = More $$$
NOTE:
typically 80% of your revenue will come from 20% of your customers; so you’d better treat them right the first time.
NOW IT’S YOUR TURN
YOUTUBE
GOOGLE+
Do you engage your customers directly?
WHY SOCIAL MEDIA?
Many-to-Many Conversations
73% of consumers post reviews of a company, service, or product online
IN MIDDLE EAST
Population = 216,500,000 people
Internet Users = 36%
Facebook Users = 20,500,000
UAE Facebook Users = 3,000,000
DO’S & DON’TS
Listen
Create a Plan, Define Audience, Create Value
Respond in Time
2-Way Conversations
Build Trust
Track Engagement
Learn from Customers
Push is ‘OUT’; Pull is ‘IN’
Google Alerts
Ignore or Delete Negative Comments!
Set it & Forget It
Don’t Sell All the Time
Be Afraid to Let Go of Your Content
Go Negative & Trash Competition
Overwhelm Your Followers
Control All Conversations
…IN THE END
SHARE GREAT CONTENT & PROVIDE VALUE
ENGAGE YOUR AUDIENCE DIRECTLY
GET INVOLVED WITH THEIR NEEDS
MAKE THEIR EXPERIENCE ENJOYABLE
GO ABOVE AND BEYOND THE CALL OF DUTY
KILL THEM WITH LOVE
PEOPLE DO BUSINESS WITH PEOPLE THEY..
KNOW + LIKE + TRUST
THANK YOU
PLEASE CONNECT WITH US AT:
+9714 334 1001
Our Work Shop – Brand Makers
Our Facebook Fan Page
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Our YouTube Channel