1. WHY SOCIAL MEDIA Susan Janett, Ben Gutkin Warm Thoughts Communications MATTERS

2. Who Uses Social Media 71% of online adults use Facebook

3. How Small Businesses Use Online Marketing

4. Connecting With Consumers

5. A Direct Line to the Consumer It’s where they live, it’s where they unwind, it’s where they catch up

6. But What Are You Posting Too much self-promotion?

7. Who is Really Listening? You Like Me! Just because you have a thousand likes, doesn’t mean a thousand people are listening.

8. It’s All About Engagement Your posting strategy needs to be about engagement, not messaging.

10. Use Humor

11. Connect with your target audience

12. So you can introduce your business post to people who are listening!

13. 12K Likes, 66,459 Shares, 891 Comments. The consumer is connected Find others to follow and share their great content.

14. A Pinteresting Opportunity!

15. Get Tweeting

16. Even Kanye Tweets about propane!

17. Don’t run a Ghost Ship Starting a social media presence is always a good idea at first, but after a few months, it can be hard to maintain and the posts dry up. Once you stop posting, the social media presence continues to exist. That Facebook Page that people have “liked” or that Twitter account people have followed still exists. It floats through the Internet like a social media ghost ship. Don’t start what you can’t finish.

18. Now Find Them… How to Reach Your Audience Who would follow a propane company?

19. Now Find Them… Targeted Facebook Advertising

20. Now Find Them… The Right Demographic and Psychographic Delivers Results!

21. Now Find Them… Once You Have Them, ENGAGE!

22. Now Find Them… Boost Your Post

23. The Social World

24. REVIEWS are Consumer-Generated Content 88 % of Consumers Trust Online Reviews and Friends Comments as Much as Personal Recommendations

25. Online Reviews

26. The benefit of a positive review The lasting damage of a bad review Turning lemons into lemonade 74% of people read between 2-10 reviews before making a decision

27. 7 out of 10 people say their opinion is positively affected by company responses to negative reviews.

28. Empathize Apologize Rectify

29. “The fact that you have apologized to me directly goes a long way” Quickly move the conversation off the public page. Delete or block only as a last resort.

30. The conversations take place…. with or without you.

31. Never Escalate The goal is not to win

34. Not responding, and not encouraging positive reviews can have a tremendous negative impact on your brand.

35. Support Your Brand with Positive Reviews!

36. 5 Things You Should Do TODAY Read your online reviews and complaints Review your Facebook engagement metrics Search for your brand name Follow your competition Engage with local businesses on their pages

37. Thank You! Any Questions? Susan Janett, Ben Gutkin Warm Thoughts Communications bgutkin@warmthoughts.com