social media101 webinar_0812

Get Connected. Get Customers.

Social Media 101 August 29, 2012

Presenter: David Glass

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Who is Main Street Hub?

Get connected. Get Customers.

• The only full-service Social Media Management company focused exclusively on small local businesses.

• Low-cost, full-service “do-it-for-you” solution for local businesses to grow, engage and motivate customers online

• Have worked with over 2000 small local businesses

• We do all the work, so you can stay focused on running your business

• Featured in:

• New York Times

• Forbes Magazine

• Inc. Magazine

• Wall Street Journal

“Main Street Hub will do it all for you when it comes to social media…this includes growing your fan base, posting status updates, responding to messages and

comments from customers, and more.”

Wall Street Journal

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Customers are increasingly talking about businesses online, whether businesses want them to or not:

• 7 out of 10 consumers look online first for local business information1

• 80% of consumers say that they are more likely to try new things based on friends’ suggestions made in social media2

• 81% of consumers say it’s important for businesses to respond to reviews1

• 51% of Facebook users and 64% of Twitter users are more likely to buy the products and services from businesses they are a fan of, or follow2

• 65% of business owners using social media said it helped them stay engaged with current customers and 61% said they gained new customers3

• 8 out of 10 consumers are likely to seek the opinions of others online before buying goods or services and 64% of them have changed their minds because of those opinions4

Social media facts

Sources: 1. Neilsonwire 2. http://fbrep.com/wp/building_brands.pdf 3 .Crowdspring 3. Mashable: Chadwick Martin Bailey Research Firm Study 4. Time: Business

http://fbrep.com/wp/building_brands.pdf

http://fbrep.com/wp/building_brands.pdf


CUSTOMER REVIEW WEBSITES Where your customers are going to compare you to your

competition

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The importance of customer reviews


Allows businesses to create relationships with their customers.

Not Advertising Conversation More Credible

Businesses can: • Respond to feedback • Increase customer service • Get new ideas for products, services, packages • Promote specific brands, products or services • Run specials to entice customers to do business with you and act NOW • Spread word of mouth through friend-to-friend recommendations • Stay top of mind to encourage repeat business • Cultivate the relationships with your target market • Increase customer trust and brand loyalty


Which customer review sites are the most important?

Yelp and Google+ Local

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Claim your Google+Local listing


1. Create a Google Account

2. Find your business and select “Manage this page”

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3. Choose “Edit my business information” and select “Continue”

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5. Enter in basic business information 6. Enter in business details such as distance, times, product details, promotions and photos and video.

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7. Validate your listing. Choose the method of contact you prefer to validate your listing and select “Finish”


1. Search for your business

2. Unlock your

business

Unlock your Yelp page


3. Enter in your business information and select “Continue”

4. To verify your business account, you will be given a Pin code, select “Call me Now” and enter

the code when prompted.

Unlock your Yelp page

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Setup your Yelp page


Customer Reviews

• Respond to all reviews left about your business

• Be polite and eager to please – people are watching

• Overwhelm the negative with positive

• Go the extra mile for “influencers”

• Four stars is average – go for five

Fill out your business information completely

Sell yourself here

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Maintenance


It is very important that once you setup each one of these sites that you constantly monitor and maintain each one.

Make sure to: • Scour sites for new reviews daily • Respond to every review either publically or privately • Keep promotions up to date • Update “About Business” info as your business or menu changes

Run Promotions and Announcements Give customers a reason to pick up the phone and call you in the moment they’re looking to spend money.

• Create a special promotion just for customer review websites so you can track the business you get from these sites.

• You can target a specific type of clientele

• Use to fill slow days or times

• Don’t want to discount? Add an announcement that is something you already offer

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Responding to a positive review


Responding to positive customer reviews can improve your online reputation and be used to encourage word of mouth.

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Responding to a negative review


Turning the negative into a positive


SOCIAL MEDIA WEBSITES Grow, engage and motivate fans and followers

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Facebook


What is Facebook?

Local Business Customer Friend Friend

Friend x245

Customer Friend Friend

Friend x245

Customer Friend Friend

Friend x245

Friend to friend network

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Facebook: create engaging posts


Types of posts: • Product promotion • Pop culture base • Question-based posts

• Contests or Giveaway

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How businesses should use Facebook


Grow, engage and motivate

Healthy and growing fan base

Leverage positive review to drive business on Facebook This promotion got 28 likes and, no

doubt, several takers

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What is Twitter?


What can implementing Twitter mean for your business?

• More customer feedback • Direct customer interaction • Real time engagement • More word of mouth

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Twitter: create interactions


Ways to use Twitter

• Give customers a pleasant surprise: say thanks

• Reach new people in real time

• Communicate relevant business updates

• Integrate Twitter into your Facebook page and website

• Integrate into offline marketing

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Twitter: best practices


• When creating a Twitter page

• Same types of posts as FB

• Trending topics • Twitter etiquette

o Frequency of posts o Re-tweeting o Follow backs o Mention special buzz words

Handle = Business Name Ex: @thestinkingrose

Information is condensed into 140 characters

Using #tags (hashtags) for brand promotion


CHECK-IN WEBSITES Reward your customers for spreading word of mouth about

your business

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Foursquare


What is Foursquare? The ultimate mobile check-in site

Customers can:

• Check-in at a place of business and tell all their friends that they are there (integrates with Facebook and Twitter)

• Claim deals and promotions

• Leave tips/feedback for other patrons

Business owners can:

• Run promotions around check-ins

• Run loyalty programs around check-ins


TRAVEL REVIEW WEBSITES Where your potential clients are going when they are

traveling to your city

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TripAdvisor


What Is TripAdvisor?

Similar to review sites such as Yelp and Google+Local but focused on travelers.

Businesses can:

• Claim their profile

• Customize and optimize their online

profile

• Respond to all reviews

• Link to Social Media profiles


PROFESSIONAL SOCIAL MEDIA WEBSITE Strengthen and extend your existing professional network

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Linkedin


What Is Linkedin? Site used to build your professional network

Businesses can:

• Create and optimize their profile

• Get recommendations from happy clients

• Grow their referral and business network

• Engage with their connections

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COMMON MISTAKES Common social media mistakes and how to avoid them


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Common mistakes: customer review websites


What to avoid

• Not responding to reviews • Leaving out important information about

business or services • Typos and grammatical errors in profile • Out-dated promotions • Responding to reviews in a defensive

manner

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Common mistakes: Facebook & Twitter


What to avoid

• Lack of relevant, related content • Putting out one-way posts and not getting engagement • Posting too often or spamming • Having a FB “profile” and not a “business page” • Not posting often enough

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TIME AND RESOURCES


Social Media Management can be a full time job

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Who has the time?


Setup and polish profiles • Customer Review 4 - 5 hours • Facebook & Twitter 3 hours • Foursquare 1 hour • LinkedIn 2 hours

Checking for updates • Customer Review 3x/day (3 minutes x 4 sites) = 18 hours/month • Facebook & Twitter 3x/day • Foursquare 1x/day • LinkedIn 1x/day

Responding to reviews ¼ - 1 hour for each review Posting Content

• Facebook & Twitter 2x/week (¼ - 1 hour x 2 sites) = 4 - 16 hours/month • LinkedIn 2x/week (¼ - 1 hour x 2 sites) = 4 - 16 hours/month

Not to mention responding to posts, comments & tweets, creating promotions, making contributions, requesting reviews or recommendations

Average of 50-75 hours each month

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What does social media cost?


50-75+ hours per month on average to make social media effective & profitable.

No training or expertise: • Recent college grad $10/hour $500-750/month • A server or other employee $7/hour $350-525/month Experienced: • Independent consultant $20-100/hour $1000-7500/month

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Why work with Main Street Hub


We do EVERYTHING for you • Increase visibility and exposure online • Increase revenue through new and

repeat business • 24/7 monitoring • Fast response time • Simple and informative reports • Increased word of mouth • Significant cost savings compared to

competitors

Client Dashboard

Simple Reports

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What you get


Our industry specific plans are tailored to your business needs

Most plans start at $249/month

Protect Your Reputation - Spread Word of Mouth - Attract More Customers! • Build and optimize your profiles on Yelp, Google, Facebook, Twitter and more

• Reply to positive reviews and postings to build long term relationships

• Reply immediately to negative reviews and postings to control damage

• Design offers and promotions to spread the word of mouth across all social media platforms and create customer loyalty and grow business

• Get more reviews from customers on the websites that matter most to you and your business

• Make announcements about special offers

• Get more customers from your competitors!

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We deliver results


Length of partnership

We do not have a long-term contract. Our clients partner with us for 90 days . After that, we work on a month-to-month basis

Our clients love us! Main Street Hub has redirected our online marketing towards social media which helped my business increase revenue by 20-30% within the first 6 to 8 months. I see so much flow of business due to my Yelp reviews and Facebook, and it puts me in a better position than my competitors. Main Street Hub goes out of their way to produce what you need when it comes to social media. The investment I made in them pays for itself tenfold.

Gary & Chris Schaller The Car Doctor Mountain View, CA

Typical Client Results After 90 Days After 180 Days

Increase in monthly Yelp Traffic 43% 61%

Increase in Facebook Fans 259% 330%

Increase in Facebook Word of Mouth 353% 610%

Increase in Twitter Followers 266% 500%

Increase in monthly Foursquare Check-ins 191% 244%

Get Connected. Get Customers.

Contact Us: 888.900.0920 [email protected] www.mainstreethub.com

www.facebook.com/mainstreethub Twitter: @MainStreetHub

mailto:[email protected]

http://www.mainstreethub.com/

http://www.facebooks.com/mainstreethub

social media101 webinar_0812

Business

announcementsgive customers

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social media facts customers

business details

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business owners

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