Umang Shah

Webinar Recording: Turning Fans and Followers into Brand Advocates #LikesToLeads

Check out the recording below from our recent webinar on “Turning Fans and Followers into Brand Advocates” where marketing experts shared best practices on leveraging your fans, followers, and customers to recommend your brand and products to their networks.

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Speakers:

Key Takeaways:

  • The most profitable customers aren't necessarily the best Brand Advocates.
  • Not all Brand Advocates are created equal. They differ in levels of receptivity to recommending, levels of enthusiasm and influence, and reasons for recommending.
  • Brand Advocates are a different breed: They are 50% more likely to influence purchases than other customers, 2X more active content creators, and 75% more likely to share great product experiences.
  • Identify Advocates by asking "The Ulimate Question": On a scale from 1-10, How likely are you to recommend our brand? 9's & 10's are Advocates. Ask "The Ultimate Question" at all customer touch points such as email, website, social media, in-product, call center, etc.
  • Energize your Advocates by giving them the tools to recommend: rate and review your products, create stories and testimonials, share offers with their networks, and answer prospects' questions.
  • Mexican grill, Rubio's, has identified 45,000 Advocates in two weeks. Their Advocate army have shared 36,000 offers for their famous fish taco.
  • VoIP provider, Ooma, increased their star rating on Amazon from 3.3 to 4.5 stars by energizing their Advocates.
  • Only about 15% of your Facebook fans see your brand's posts on their newsfeed. How to overcome EdgeRank: Energize your Advocates to share your content.
  • Microsoft SMB's guiding principle behind the entire marketing ecosystem is to create compelling content, deliver it to an engaged audience, amplify through an activated partner base, and measure with platforms and tools.
  • Microsoft SMB's advocacy platform enables Advocates from both customer and partner communities to project positive influence.
  • 72% of Microsoft customers identified themselves as Advocates. 25% of Advocates have shared a Microsoft offer with their social and business networks.
  • In one campaign, 96% of Microsoft SMB Advocates on Facebook shared a promotional offer.

 

We also conducted a poll during the webinar and asked the audience, “How much of your business comes from Word of Mouth?” ANSWER: 48% say that 50% or more of their business comes from WOM. (See results below.)

 

 

-Cara Fuggetta, Marketing Manager, Zuberance

Upcoming 10/26 Webinar: Turning Fans & Followers into Brand Advocates #LikesToLeads

Getting more fans and followers is great. Finding your Brand Advocates and energizing them to generate Social Recommendations is even better. REGISTER NOW

Date: Wed, Oct 26, 2011 Time: 11am-12pm PST Twitter hashtag: #LikesToLeads Sponsors: Zuberance & Gleanster

Many marketers today are focused on building their social following on Facebook, Twitter, and other channels. However, clicking a ubiquitous “Like” or “Follow” button is the lowest common denominator when it comes to showing brand affinity. To gain true social marketing value, companies should identify their most enthusiastic fans and followers (AKA Brand Advocates) and energize them to share recommendations to their social networks. That’s exactly what Top Performers are doing, according to new Gleanster research. How they’re doing it, what technologies, business processes, and organizational resources they’re implementing, what metrics they’re using to track and measure success, and what specific business benefits they’re deriving as a result of their efforts are the focus of this webinar.

Register for the webinar and learn how to:

  • Identify your Brand Advocates amongst your fans and followers
  • Turn likes into leads
  • Reduce customer acquisition costs via your fans and followers
  • Energize your fans to generate social recommendations

Featured Speakers:

All registrants will receive a free copy of:

About the Speakers

Umang Shah, Social Strategist, Microsoft

Umang Shah is a Social Strategist at Microsoft, responsible for engaging customers and partners in the US Small and Midsize Business market.  Prior to Microsoft, he founded Cubed Consulting, a small Integrated Marketing consultancy providing services to emerging and evolving businesses in the San Francisco Bay Area.  During his time at the Xerox Corporation, Umang became a recognized Thought Leader in Customer Marketing and Social Media.  He led a Digital Marketing Team (unofficially) tasked with “making Xerox cool again” through the creative application of emergent technologies.  Umang has served as the Social Media Strategy Advisor to VC Taskforce and was also responsible for launching innovative Customer Marketing programs for BEA Systems and VMware.  Umang is currently based in Bellevue, WA.

Jeff Zabin, Research Director, Gleanster

Jeff Zabin is research director at Gleanster, where his coverage includes social media marketing and monitoring. Until December 2009, he served as vice president and research fellow at Aberdeen Group. Zabin is the author of two bestselling business books: The Seven Steps to Nirvana and Precision Marketing. He has written more than a hundred influential articles in leading trade magazines as well as dozens of popular industry reports. Prior to joining Aberdeen in 2007, Zabin headed up product marketing and led the thought leadership program for the Global Marketing Solutions division of Fair Isaac (FICO) and served as vice president of marketing at Seurat Company, which was acquired by FICO in 2003. Zabin began his career in educational publishing, at Houghton Mifflin, and later served as a Peace Corps volunteer in rural Bolivia. He is a graduate of the University of Wisconsin-Madison.

Rob Fuggetta, Founder/CEO, Zuberance

Rob Fuggetta, the founder and CEO of Zuberance, has more than 20 years of experience in Word of Mouth marketing, His WOM strategies have created marketing success for Apple, Intuit, Norton, and many others. Fuggetta is a frequent speaker and author of an upcoming book, "Energize! How to Turn Social Media & Word of Mouth into Sales by Energizing Brand Advocates."

REGISTER NOW

Microsoft knows that their customers sell their product better than they do #NYBAS

After a couple of admitted missteps in social media, Microsoft is shifting its strategy to focus on communications with influencers and Advocates, admitted Umang Shah, Social Media Strategist for Microsoft.

With more than 20 million customers in the SMB space, it’s impossible for Microsoft to reach everyone. Just a year ago, they had channels of activity that were all semi-active and not integrated at all. Now they’ve stepped back and built an overarching strategy for their SMB customers and their partners, said Shah.

It’s important that Microsoft be very strategic about going after the right people in their community. So that’s why they asked Zuberance to help them identify their Advocates among their customers and partners. In addition, they’re identifying influencers as well, which are not the same audience as Advocates. Since shifting focus to a more narrow and integrated strategy, Microsoft is seeing a lot more influencers and Advocates participating in their community. That’s critical for their success.

As Shah admits, it’s far better to have an Advocate or influencer say Microsoft has a great product, than if Microsoft says it.

-David Spark, Social Media Journalist, Spark Media Solutions

Recap: New York Brand Advocacy Series- How to Turn Social Media into Sales #NYBAS

Last week, we teamed up with Big Fuel and brought the Brand Advocacy Series to New York where top marketers discussed “How to Turn Word of Mouth and Social Media into Sales.” The panel provided attendees with insights on the value of brand advocacy and what companies like JetBlue, Microsoft, and Kotex are doing to energize Word of Mouth.

Watch live streaming video from zuberance at livestream.com

Featured Panel:

  • Moderated by: Abbey Klaassen, Digital Editor, Advertising Age (@amklaassen)
  • Rob Fuggetta, Founder/CEO, Zuberance (@robfuggetta)
  • Avi Savar, Founder, Big Fuel (@avisavar)
  • Umang Shah, Social Strategiest, Microsoft (@umang_shah)
  • Morgan Johnston, Corporate Communication Manager, JetBlue (@MHJohnston)

View photos from the event on the Zuberance Facebook Page.

Watch on-site interviews with panelists and attendees (you can find more videos on our YouTube channel, ZubeTV):

Key Takeaways

  • An Advocate is someone who recommends brands or products without being paid to do so. Use the"Ultimate Question" to identify Advocates: "How likely are you to recommend our brand to your friends and colleagues?" Someone who scores 9 or 10 on a scale from 1 to 10 is an Advocate.
  • JetBlue conducts surveys, looks at email, and discussions in social media. They all add up to create the “Voice of the Customer.”
  • Influencers and Advocates are not the same. Advocates are consumers that don’t necessarily have to be bloggers, but within their own social circles they’re very influential. But having an influencer be an Advocate for your brand is the ideal situation because they recommend in a genuine way and have significant reach.
  • 92% trust WOM from their peers, but only 18% trust bloggers. Nothing is more influential than people you know.
  • JetBlue: We want everyone to be a promoter of our company regardless of how many people are following you.
  • JetBlue: We saw 13 million of media dollars generated from doing the “All you can fly in a month” campaign. The community that formed through this campaign organized a party in Vegas (on their own) where over 200 people attended. Jetblue thanked the community by showing up to the Vegas party with boxes of sweatshirts. JetBlue didn’t do anything more than set up and host the community. They didn’t do anything necessarily to “juice” it.
  • Zuberance is dead set against giving incentives to get people to recommend. While it’s NOT OK to incentivize advocates, it IS OK to thank them after recommending your brand.
  • The key to energizing Advocates is to make it easy for them to recommend.
  • Content drives conversation and the right content can drive the conversation you want.
  • Microsoft: Advocates are invaluable to us. We don’t have the influence that an advocate has. We simply can’t have the same impact as an advocate. Coming from Microsoft will never be as impactful.
  • How do you get people to talk about sensitive subjects? Answer is the engagement point, where the brand and the consumer meet. Connect with them on something that’s important to them. Example: Kotex fits, period. It’s about “what fits you.” So it was about taking the issue personal. What was important to the young woman.
  • "The 6am Test” – What’s important to consumers when they wake up? Be relevant to your audience on their agenda? Leverage the interests and behaviors of the people you’re talking to. Understand the person you’re talking to before you engage.
  • You have to earn the right to monetize. You do that through engagement.

Listen (or download the audio) of the podcast discussion here.

Watch Online Today at 6:30 EST: How to Turn Social Media into Sales #NYBAS

Today Zuberance and Big Fuel are hosting a social media panel in New York at the Big Fuel HQ on "How to Turn Word of Mouth and Social Media into Sales." We will be streaming the panel live online here on the Zuber Rants blog, so make sure to come back TODAY at 3:30pm PT/6:30pm ET! Join the conversation on Twitter now using #NYBAS!

To attend the event in person, register here.

Featured Panel:

It's the $64,000 question: "Can social media and Word of Mouth marketing make me money?" We see examples of it happening all the time, but no one seems to be offering up any prescriptive solutions. Is there a formula for employing social media to drive measurable increases in qualified leads, traffic, and sales? The good news is that there are answers!

Join us and learn about:

  • Energizing Brand Advocates: How to harness your brand's fans into a powerful marketing channel
  • Real-World Case Studies: How leading brands are leveraging WOM and social media to drive customer acquisition
  • Measuring ROI: How to measure the ROI of WOM and social media
  • Best Practices: The do's and don'ts of effective WOM and social media marketing

Remember to come back and visit us at 3:30 PT/6:30 ET!

-Cara Fuggetta, Marketing Manager, Zuberance

Join Big Fuel and Zuberance May 17 in New York for an Exclusive Social Media Panel

Big Fuel and Zuberance are teaming up for an exclusive social media panel and cocktail party on "How to Turn Word of Mouth and Social Media into Sales" on Tuesday, May 17 at the Big Fuel office! As part of the Brand Advocacy Series, the event will bring together leading brands, marketers, and influencers to discuss real-world case studies, best practices and steps brands can take now to draw the line from social media marketing to ROI.

To request an invitation click here.

Event Details

  • Date: Tuesday May 17, 2011
  • Time: 5:30 PM - 8:30 PM
  • Location: Big Fuel Headquarters, 40 West 23rd Street, 5th Floor, New York
  • Twitter hashtag: #NYBAS

Featured Panel:

It's the $64,000 question: "Can social media and Word of Mouth marketing make me money?" We see examples of it happening all the time, but no one seems to be offering up any prescriptive solutions. Is there a formula for employing social media to drive measurable increases in qualified leads, traffic, and sales? The good news is that there are answers!

Join us and learn about:

  • Energizing Brand Advocates: How to harness your brand's fans into a powerful marketing channel
  • Real-World Case Studies: How leading brands are leveraging WOM and social media to drive customer acquisition
  • Measuring ROI: How to measure the ROI of WOM and social media
  • Best Practices: The do's and don'ts of effective WOM and social media marketing

To request an invitation, click here.

Join the conversation on Twitter now using #NYBAS.

Take a look at the recap of our last Brand Advocacy Series event in San Francisco.

We hope to see you there!

-Cara Fuggetta, Marketing Manager, Zuberance