social media strategy for small business
TRANSCRIPT
Social Media Strategy
for small business
@kellyfalk
What’s the big deal?
@kellyfalk
500 billionsocial conversationstake place each year
...about companies
@kellyfalk
90% of consumers trust peer recommendations.
Only 14% trust advertising.
@kellyfalk
Who are these people?
@kellyfalk
“Social media is not inexpensive. It’s just a different kind of expensive.” - Jay Baer
@kellyfalk
Strategy: huge competition = the need for “one thing”
@kellyfalk
Set goals for your social media presence
@kellyfalk
Sales: direct sales pitches rarely work in social media
@kellyfalk
Awareness: if no one is listening, it’s pretty hard to make new people aware
@kellyfalk
Loyalty: turn current customers into loyal advocates
@kellyfalk
@kellyfalk
Feedback requires a response strategy
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Positive feedback: don’t be a “liking robot”
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Negative feedback: yep, it’s time to hug your haters
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1. Acknowledge the problem
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2. Apologize: don’t be afraid to say you’re sorry
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3. Explain: offer your side of the story, including key messages
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4. Offer next steps
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5. Read it outloud: if you wouldn’t say it, you shouldn’t post it
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How NOT to do it
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How to do it
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@kellyfalk
Reviews - turn them on!
@kellyfalk
