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- 1. SOCIAL + CRM (SCRM) Adam Webber www.LocalHitz.com
- 4. Technology • Our tools define our behavior. • They reinvent how we do business • How we connect, • Where we connect • When we connect • Why we connect Social has made connecting • Faster • Easier • Smarter
- 5. Business has always been social. 80s-90s until mid 2000 it was called word-of-mouth 3 top factors for consumers when deciding which company to do business with are: • personal experience (98%) • company’s reputation or brand (92%) • recommendations from friends and family (88%) This hasn't changed.
- 6. In the mid 2000s till today people have made a business out of word-of-mouth services and built million/billion dollar companies like Yelp Angie's list Twitter Facebook Google TrueCar Customers, harnessing technology, took word-of-mouth to the next level.
- 7. Old Buying Funnel During the Print/Yellowpages days it was awareness-consideration-purchase A new step was added in the Buying Funnel. Awareness-Consideration-Verification then Purchase With a Good Social CRM in place: High Customer Touch Points-Consideration-Verification then Purchase OLD NEW
- 8. What SMBs need to be aware of today. • Social channels have amplified the word of mouth and feedback system. • More than ever SMBs need to interact, engage and provide quality service via social channels. Be where your customers are. • Social channels have become the great accelerators. • Good news travels semi-fast but bad news travels at the speed of light (and is tweeted, retweeted, blogged, logged, posted, and lives forever online)
- 9. • Customers talk to you • Customers talk to each other Companies: • Spread information fast to users who are interested in the company or products. • Follow conversations about your company • Respond very quickly to negative feedback, attend to customer problems and maintain, regain or rebuild customer confidence. Customers • Customers easily tell a company -- and everyone else -- about their experiences (good or bad) • Customer use social networking sites to offer ideas for future products or tweaks to current ones No longer a one way conversation
- 10. Power Tips 1. Respond to customers in a timely manner. 2. Identify and engage your social influencers. 3. Reward loyal customers. 4. Talk with your customers, not at them. 5. Put a human face (or name) on your social media conversations. - Jennifer Lonoff Schiff
- 11. Facebook App For Small Business Twitter intercom.io sproutsocial.com nimble.com insightly.com SOCIAL CRM TOOLS Tools that are helpful in monitoring, data gathering and responding to social media signals: Americans will spend 9% more with companies that provide excellent service (American Express)