Likeable
founder Dave Kerpen personally responds to thousands of Tweets, emails, and
messages every day. Crazy, or genius?
Before
he started to dole out social media advice for entrepreneurs like you at Inc.'s
recent GrowCo conference in New Orleans, Dave Kerpen, chairman of Likeable
Media and now founder of offshoot Likeable Local, had a few things he wanted to
get out of the way.
First,
he said, social media is not free. Second, it won't bring you immediate
results. And, third, it can't make up for a bad product or service.
If
you can cope with all that, you're ready to learn how--and why--Kerpen still
recommends you get involved:
1.
Listen, Then Talk
A
couple of years ago, when Kerpen went to Vegas, the check-in line at the Aria
hotel where he was staying "took forever," he said.
So
Kerpen did what he does best--took to Twitter, and quickly posted: Waiting
on line for 45 minutes at the Aria. Not worth it. #fail
Did
he hear anything from the Aria? No. But he did hear from the Rio, a hotel down
the street. Within two minutes, the Rio Tweeted back to Kerpen: Sorry you're
having a bad experience, Dave. Hope the rest of your time in Vegas goes well.
Kerpen
didn't switch hotels on that trip, but where do you think he stayed the next
time he went to Vegas? The Rio. And he "liked" the Rio on Facebook.
And sometime later, a friend going to Vegas saw that Kerpen had
"liked" the Rio, so asked if Kerpen would recommend the hotel. His
response? "I don't think it's the fanciest, but I know that they listen,"
Kerpen recalls telling that Facebook friend.
Kerpen
pointed out that all the Rio did was pay attention to Twitter, and respond with
empathy.
Kerpen
recommends you do the same thing, regardless of the business you're in.
"If you're an accountant, go to Twitter and search 'need an
accountant'," he said. "Your customers are asking for you."
2.
Respond (to Everyone!)
Kerpen
said 60 percent of brands--mostly big ones--currently do not answer customers
or prospects on Twitter, Facebook, or other social media. As a result "you
have a huge competitive advantage if you respond to your customers--and
theirs," he said. (Case in point: the Rio hotel in Vegas.)
If
a customer complains, don't delete. Instead, you have an opportunity to
respond publicly that you're working to solve the problem, and will send a
private message to the individual so it can be fixed.
"We
all know that companies are going to make mistakes," said Kerpen.
"The problem isn't when companies make mistakes, it's when companies don't
say, 'I'm sorry.'"
Instead,
if you delete a complaint, you're sending a message that the person who wrote
it doesn't matter, and you're, in essence, "inviting him to go tell someone
else, to start a petition," warned Kerpen.
The
only types of posts you should consider deleting? Those that are obscene, or
bigoted.
When
you respond, do it in your brand voice, whatever that is: serious, funny, full
of puns, scientific, whatever. As long as it's true to the brand.
3.
Tell, Don't Sell
Social
media is most powerful when you use it to tell personal stories, not to sell
your products, Kerpen said.
Kerpen
likes to tell the story of how, when he and
his then fiancé couldn't afford a lavish wedding, they raised $100,000 from
sponsors and got married at Brooklyn Cyclones park. That personal story, he
says, helped propel Likeable into a $7 million business.
Didn't
get married at Shea? Consider your humble beginnings, your personal leadership
characteristics, customers who have overcome obstacles, employee challenges,
community or charity partnerships. Look at your employees, products, or
customers, and identify a story people will want to talk about, and disseminate
it across social media.
If
yours is a business-to-business company, tell a story on social media using
webinars, e-books, and white papers.
"The
only thing better than telling your story on social media is to inspire your
customers to tell your story," said Kerpen.
4.
Just Be You
On
this, Kerpen quoted Oprah Winfrey, who said: "I had no idea that being
your authentic self could make me as rich as I've become. If I had I'd have
done it a lot earlier."
As
Kerpen puts it: "When I am authentic, when I am vulnerable, when I am me,
customers want to do business with me."
Who
does a lot of this on Twitter, according to Kerpen? Foursquare founder Dennis Crowley,
who has even posted about where he lives.
5.
Advertise (Better)
Social
media is not just touchy-feely, said Kerpen. It can drive leads, and
sales.
On
Facebook, rather than just get your ad in front of huge a swath of people, you
can target the right people--based on job title, interest, age,
location. "Every single piece of data that Facebook's got on people you
can target based on that," Kerpen said. "What's cooler than reaching
a billion people on Facebook? Reaching the right 1,000, the right 100, the
right 10, or the right one."
Another
perk of advertising on Facebook? Word-of-mouth endorsements. You can target ads
against just the friends of people who have "liked" your brand on
Facebook, and when those people see your ad, they will see listed the names of
their friends who like your brand, too.
6.
Give Stuff Away
If
you take 10 percent off, you're marketing, 50 percent off, you're giving away
value, 100 percent off, you have loyal customers for life, Kerpen quipped.
Give
away good content, webinars, articles, and white papers. "I've had two
people come up to me and say, 'Thank you for all that valuable information you
gave away, I'm starting my own social media agency,' but I also got dozens and
dozens of inbound leads because of all the value we put out there," said
Kerpen.
Recently,
a new client told Kerpen she had $250,000 to spend on social media marketing
she'd move to Likeable because of all the free, yet useful information the
company has made available.
7.
Be Grateful
In
your social media posts, regularly thank your customers, and partners.
According
to the non-profit organization DonorsChoose.org, Kerpen said, of those people
who received a thank you note, 38 percent were more likely to donate again.
He
writes three thank you notes every day.
"It
puts me in a great mood every single time," he said.
