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Top Takeaways from How To Enchant Your Customers Using Social Media

June 9, 2011 By Deborah Edwards-Onoro

At yesterday’s How To Enchant Your Customers Using Social Media webinar from HubSpot, special guest Guy Kawasaki shared tips on how to become more interesting and more enchanting to your clients. Here are my notes from his talk:

Title slide for Semper Social with stylized butterfly

Three Pillars of Being Enchanting

  1. Be likable
    1. You need a great smile. You want crowsfeet around your eyes.
  2. Be trustworthy
    1. Think like a baker, not an eater
    2. What can I do for you? How can I help you? (Guy mentioned customer support from Zappos)
    3. Always default to “yes”
  3. Be DICEE (Deep, Intelligent, Complete, Empowering, Elegant)
    1. Have a high quality product or service – it’s much easier to enchant people with great stuff
    2. Deep: lots of features and functionality
    3. Intelligent: intelligence applied to the product
      1. The MyKey system from Ford is a good example of intelligent design. It was designed to help parent encourage their teenage drivers to drive safer.
    4. Complete: a complete solution
    5. Empowering: make people more productive
    6. Elegant: provide a beautiful intuitive user interface

Email

  1. One of the simplest thing you can do to enchant people is to answer email within 24-48 hours
  2. Answer consistently. There is no ladder. Everyone deserves an equally fast, frequent, and enchanting answer
  3. “Nobodys are the new somebodies.” It’s not A-listers who make your product
  4. The world is flat. Everyone is equal. Respond to an email from someone you don’t know as quickly as you would an email from your biggest client.

How to Enchant on Twitter

  1. Always link
  2. Guy says Twitter is a marketing platform (I disagree)
  3. You will get more followers by being interesting
  4. Guy has 20 people to tweet links, but he always writes his own replies to tweets

How to Enchant on Facebook

  1. While Twitter is a link economy, Guy says Facebook is a photo economy
  2. Best practice: show interesting pictures on Facebook all the time
    1. Show photos of products, customers, your office
    2. Always crop pictures on Facebook
  3. When you respond on Facebook, you’re not just responding to one person. You’re showing all fans you’re responding. It also shows you’re not just broadcasting.

Always Be Thanking People

  1. Thank people whenever something nice is said about you
  2. It shows your gratitude and that you pay attention

Always Be Disclosing

  1. If you have credibility, are likable and trustworthy, people want to know what you’re invested in
  2. Promote your trustworthiness by disclosing any interests (financial or otherwise) in other companies

Always Be Repeating

  1. Your followers are not on the same timezone as you and few people go back in time on their stream or news feed
  2. Repeat your tweet on Twitter and your update on Facebook

Final Takeaways

  1. Want to be successful in social media? Be willing to do the dirty work. Find good content, monitor, respond, comment.
  2. “If it were easy, more people would be enchanting.”
  3. Restrain yourself from over-promoting. Use the NPR (National Public Radio) model. Earn the right to promote by providing good content.

Filed Under: Social media Tagged With: facebook, social media, twitter

2011 Plymouth Memorial Day Parade

June 6, 2011 By Deborah Edwards-Onoro

Flag bearers lead the 2011 Plymouth Memorial Day Parade

A bit late (I know) but here are my photos from last week’s Memorial Day parade in Plymouth, Michigan.

It was a beautiful day for a parade, clear skies and temperatures in the 70’s. Before the parade started, young children chased each other in the streets while parents pulling wagons filled with kids sought out shady spots along the route to settle in for the parade.

Honor poster of fallen soldier at 2011 Plymouth Memorial Day Parade
women veterans marching in the 2011 Plymouth Memorial Day Parade
Local high school band at 2011 Plymouth Memorial Day Parade
honor guard marching in 2011 Plymouth Memorial Day Parade
B-52 flys over the 2011 Plymouth Memorial Day Parade

Three planes, two from the Yankee Air Museum and one from Selfridge Air National Guard Base, flew over during the ceremony in Veterans Memorial Park in downtown Plymouth.  

Filed Under: Miscellaneous Tagged With: 2011, Memorial Day, parade, plymouth michigan

2011 Susan G. Komen Detroit Race for the Cure

May 24, 2011 By Deborah Edwards-Onoro

Susan G. Komen for the Cure logo

One City.
Twenty Years.
Thousands of Walkers.
Millions of Dollars Raised.

According to the Detroit Free Press, over 40,000 people ran, walked, or jogged at the 20th Annual Race for the Cure on May 21, 2011 in Detroit, Michigan to raise funds for breast cancer research.

I was one of them.

Take a look at my photos from the walk.

Filed Under: Miscellaneous Tagged With: Detroit Michigan, Race for the Cure

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