Below are the highlights of the presentation and I invite more tips if you have them.
Why Create a Social Strategy
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- Customers who know you like to see what you are doing. This gives them a reason to visit the store and get excited about their next purchase.
- New customers who do not know you, will do their research and will want to understand how you do business.
- Create excitement and buzz (i.e. coupons, customer polls) •
- Create a forum for loyal customers to visit and comment about the service, product and recent purchase
- Gives businesses insight on their quality of service and product
- Showcase the brands that you carry
- Low cost marketing and advertising
- It is not just for the young and the older demographic is using social strategy to connect to friends and family.
Some Useful Tips about Social
- Ensure messages are consistent and updated at least weekly
- Highlight your customer base and ask them to find you online.
- Consider promotions to attract walk-ins and returning customers.
- Post pictures of the store, products and customers frequently
- Highlight staff and make suggestions about products
- Link to brand pages and relevant articles
- Provide customer tips
- Reply to customer inquiries as soon as possible
- Track your site metrics
Proposed Social Roadmap
- Make sure your website has interesting information and is not just a site for basic hours of operations.
- Make Facebook customer central
- Use Twitter to highlight upcoming events and activities
- Use YouTube to make customers famous
- Create a LinkedIn company page
- Blog about your store and industry using Blogger or Tumblr
Facebook Tips
- Update the logo with the picture of the store
- Ask walk in customers in the store to go home and “like” your page and offer an incentive to do so.
- Ask to take a picture of the walk in customers and post to FB. Tag the Customer so their friends can see that they were in the store.
- Email customers your Facebook site and ask them to “like” the page.
- Make this an exclusive site for offering contests and coupons.
- Sponsor monthly favorite fan contest where they can get $100 coupon (good up to one year)
- Give coupons for trunk shows ($25 - $100 off)
- Give away an item every month to a lucky FB fan (i.e. charms)
- Launch customer polls for topics such as favorite brands, favorite piece per brand (i.e. showcase three sets if earrings and ask which is most fabulous), or other hot topics.
- Ask customers what products they want
- Talk about hot topics in town and collaborate with other retailers on Facebook Events
- Highlight staff and their recommendations. This is especially great for holiday gifts
Twitter Tips
- Add the storefront logo
- Anytime FB, Blogs or Linked In is updated, tweet an update.
- Tweet when there are significant happenings in the store (coupons, contests and community events)
- Tweet about customers coming in (ask permission)
- Tweet about brands
- Highlight staff and their recommendations. This is especially great for engagement rings and holiday gifts
Youtube Basics
- Ask customers what they love about their purchase and experience
- Make this a place where customers can check out each other and then send these links to their friends
- Make the customer famous!
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LinkedIn Basics
- Create a company page
- Ask each employee to sign up and connect with their business associates
- Connect with local merchants
- Connect with friends
Sample Schedule for the Week
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- Mondays: Schedule tweets and start a hot topic of the week
- Mondays, Wednesdays and Fridays: Join one hot trend conversation on Twitter, if appropriate, and add new content to Facebook (new items you are selling, photos, discounts and other promotions).
- Tuesdays and Thursdays: Respond to blog comments.
- Fridays: Check traffic at your blog or website.
- Saturday: Post a new blog
Feel free to add your suggestions in the comments.
To a short, holiday week!
Michelle
the customer experience factory
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