10:17– Social media is not free, and will not bring you instant results. Imagine it as a cocktail party that gives you the opportunity to have conversations with people and build relationships. Social media also can’t make up for bad products or services.
10:20– 50% of all communication is listening. Social media gives you the opportunity to listen to conversations around your brand or service, then gives you the chance to engage with them.
10:23– Bestbuy uses social media to listen to people talking about products and services related to them, then engages them with advice.
10:27– There is no line between customer service and marketing. Social media is public and gives you the opportunity to create great customer service, which then creates brand advocates who will spread WOM for you.
10:30– The 4 most important words in social media are.
- I’m Sorry
- Thank You
10:33– Provide value to your customers, not marketing.
10:35– Every brand has a story to tell. Social media lets you talk about your brand, and gives you a chance to tell your story everyday.
Q & A
How does a Plastic Surgeon connect with people through social media?
-Find people who might be potential customers and engage with them around beauty topics. Then hopefully you can create trust that will one day influence them to become your customer.
How do you control blog conversations from getting out of control?
-Create ground rules, this will allow you to control conversations that might become offensive or off topic.