Introduction |
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1 | (1) |
About This Book |
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1 | (6) |
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2 | (1) |
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3 | (1) |
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How This Book Is Organized |
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3 | (2) |
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Part I Prepping for Social Media Commerce |
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3 | (1) |
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Part II Adapting Your Web Presence |
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4 | (1) |
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Part III Casting for and Catching Customers |
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4 | (1) |
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Part IV Supporting Your Social Media Commerce Efforts |
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4 | (1) |
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5 | (1) |
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5 | (1) |
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5 | (2) |
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Part I Prepping for Social Media Commerce |
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7 | (46) |
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Chapter 1 Social Media Commerce and Your Bottom Line |
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9 | (16) |
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Social Commerce Beginnings |
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10 | (1) |
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Defining Social Media, Social Business, and Social Commerce |
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11 | (1) |
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Making Money by Connecting with People |
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12 | (3) |
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Changing Communication through Technology |
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15 | (4) |
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From word of mouth to 1s and 0s |
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16 | (1) |
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17 | (2) |
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Adding social media to the mix |
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19 | (1) |
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Creating Relationships with Your Customers |
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19 | (3) |
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Creating a Social Media Action Plan |
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22 | (3) |
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Chapter 2 Competing in the Social Media Realm |
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25 | (22) |
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Big Advantages of a Small Business |
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26 | (2) |
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Examining Big-Business Mistakes |
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28 | (6) |
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30 | (1) |
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Red Cross disaster recovery |
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31 | (3) |
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34 | (11) |
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Finding out who has Klout |
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34 | (1) |
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Social media reach for professionals |
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35 | (2) |
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Growing a base for an online retailer |
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37 | (4) |
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The "Bagel that won the West" goes worldwide |
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41 | (3) |
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44 | (1) |
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Finding the Time to Initiate Social Media Commerce |
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45 | (2) |
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45 | (1) |
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Doing your own social media |
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46 | (1) |
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Chapter 3 Creating a Social Media Policy |
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47 | (6) |
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47 | (1) |
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Determining Employee Guidelines |
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48 | (3) |
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Establishing Clear Company Guidelines |
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51 | (2) |
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Part II Adapting Your Web Presence |
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53 | (64) |
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Chapter 4 Passive Engagement: Creating a Social Persona through Your Website |
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55 | (20) |
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Getting Started with the Basics |
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56 | (9) |
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56 | (2) |
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58 | (1) |
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Putting together the pieces |
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59 | (6) |
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Getting, Engaging, and Keeping Customers |
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65 | (4) |
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Adding industry information |
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66 | (2) |
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Selling and linking to products |
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68 | (1) |
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Blogging for Your Business |
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69 | (6) |
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70 | (1) |
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71 | (1) |
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Making blogging easy with free tools |
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72 | (3) |
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Chapter 5 Active Engagement: Connecting Directly with Your Customers |
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75 | (14) |
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75 | (1) |
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Understanding How Service Affects Sales |
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76 | (3) |
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Educating Your Customers through FAQs |
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79 | (2) |
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Connecting with Your Customers through Web Chat |
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81 | (8) |
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Grabbing visitors quickly with SnapEngage |
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82 | (2) |
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Setting up a customer service number through Google Voice |
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84 | (2) |
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Making free calls with Skype |
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86 | (3) |
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Chapter 6 Claiming Your Space on Review Sites |
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89 | (12) |
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Amazon and eBay Lead the Way |
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90 | (1) |
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Understanding the Effects of Peer-to-Peer Reviews |
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91 | (2) |
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Three Review Sites to Watch |
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93 | (6) |
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93 | (2) |
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95 | (2) |
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New in town: Google+ Local meets Zagat |
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97 | (2) |
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Handling Positive and Negative Reviews |
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99 | (2) |
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Chapter 7 Knowing Where to Share Your Content |
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101 | (16) |
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Posting on Facebook and Twitter |
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102 | (2) |
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Posting Videos on YouTube |
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104 | (4) |
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Developing Your Own Podcasts |
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108 | (4) |
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109 | (1) |
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110 | (2) |
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112 | (5) |
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Using others photos from Flickr |
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113 | (2) |
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Storing and editing in Google+ and Picasa |
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115 | (2) |
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Part III Casting for and Catching Customers |
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117 | (86) |
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Chapter 8 Finding Your Customer on the Social Web |
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119 | (24) |
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Simplifying the Data Machine |
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119 | (2) |
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Understanding Your Customer Demographics |
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121 | (4) |
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123 | (1) |
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124 | (1) |
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Using Free Tools to Find Customers Online |
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125 | (12) |
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Searching the competition through Alexa |
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130 | (2) |
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Checking out your website data through Google Analytics |
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132 | (2) |
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Getting insights from your Facebook business page |
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134 | (3) |
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Big Online Numbers Don't Mean Dollars |
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137 | (6) |
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Ranking your followers on Twitter |
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138 | (2) |
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140 | (3) |
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Chapter 9 Seizing the Social Media Conversation |
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143 | (20) |
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Building a Community on Twitter |
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144 | (7) |
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145 | (3) |
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148 | (2) |
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Answering the "who should I follow back" question |
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150 | (1) |
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Making Friends and Fans on Facebook |
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151 | (8) |
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Facebook business page benefits |
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152 | (2) |
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Finding friends (or fans) for your business page |
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154 | (2) |
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Engaging and building your audience |
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156 | (3) |
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Finding Other Social Media Sites |
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159 | (4) |
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Google+: The online networking directory |
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159 | (1) |
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Building a professional profile on LinkedIn |
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160 | (3) |
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Chapter 10 Cashing In: Doing Real Business Online |
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163 | (14) |
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Making It Easy for Your Customer to Do Business Online |
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163 | (3) |
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Using Cost-Effective SaaS Cloud Services |
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166 | (5) |
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Implementing real-time restaurant reservations |
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167 | (2) |
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Booking personal services with a click |
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169 | (2) |
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Boosting Your Web Presence with Apps and the Facebook Store |
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171 | (6) |
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Website store integration without the cost or hassle |
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172 | (2) |
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Building a store and adding apps on Facebook |
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174 | (3) |
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Chapter 11 Building Revenue through Links and Deals |
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177 | (16) |
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177 | (8) |
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Linking products from Amazon |
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178 | (2) |
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Joining Amazon Associates |
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180 | (2) |
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Touring the Associates site stripe |
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182 | (1) |
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182 | (3) |
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185 | (3) |
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187 | (1) |
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187 | (1) |
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Joining a Local Social Platform: MerchantCircle |
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188 | (5) |
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Chapter 12 Making a Direct Hit with Mobile |
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193 | (10) |
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Making Your Site Mobile-Friendly |
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194 | (3) |
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197 | (2) |
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199 | (4) |
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Part IV Supporting Your Social Media Commerce Efforts |
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203 | (56) |
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Chapter 13 Handling Customer Service without Picking Up the Phone (Well, Almost) |
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205 | (14) |
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Handling Customer Service Issues Online |
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205 | (4) |
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Participating in Customer Service, Social Media-Style |
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209 | (6) |
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Defusing issues before they escalate |
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210 | (3) |
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Posting publicly in social media |
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213 | (2) |
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Building Your Own Community |
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215 | (4) |
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Handling support issues with help desk tools |
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216 | (1) |
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Helping customers is everyone's job |
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217 | (2) |
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Chapter 14 Monitoring Your Online Reputation |
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219 | (16) |
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219 | (2) |
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Monitoring Comments with Google |
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221 | (5) |
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221 | (3) |
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224 | (2) |
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Listening in on Blogs and Twitter |
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226 | (9) |
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226 | (2) |
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228 | (1) |
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228 | (3) |
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231 | (1) |
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232 | (3) |
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Chapter 15 Marketing in a Social Way: New Media Advertising |
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235 | (16) |
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Building Sales through E-Mail |
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235 | (7) |
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Commercial e-mail and the law |
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236 | (2) |
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Less marketing and more connecting |
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238 | (3) |
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Best practices for e-mail marketing |
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241 | (1) |
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Targeting Your Audience on Facebook |
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242 | (9) |
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Sponsoring posts and stories |
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244 | (5) |
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Promoting through Facebook ads |
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249 | (2) |
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Chapter 16 Improving Productivity with Apps and Widgets |
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251 | (8) |
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Using Client Apps to Manage Twitter |
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252 | (2) |
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Tracking Your Links with bitly |
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254 | (2) |
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Scheduling Posts with BufferApp |
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256 | (1) |
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257 | (2) |
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259 | (24) |
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Chapter 17 Ten Ways to Build an Online Presence Now |
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261 | (12) |
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261 | (3) |
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Find Listings on Review Sites |
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264 | (2) |
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Get Your Website Up to Snuff |
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266 | (1) |
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Sign Up for a Facebook Business Page |
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267 | (1) |
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268 | (1) |
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Identify Your Community through Keyword Searches |
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268 | (1) |
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Update Your LinkedIn Page |
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269 | (1) |
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Promote with Friends and Associates |
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270 | (1) |
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Schedule Social Media Time |
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271 | (1) |
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271 | (2) |
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Chapter 18 Ten Ways to Get Social Media Feedback |
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273 | (10) |
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Crowdsourcing Your Following |
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274 | (1) |
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Collecting Product Feedback on Twitter |
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274 | (2) |
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Study Sentiment on Social Mention |
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276 | (1) |
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Twitter Lists: Seeking Industry Experts |
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277 | (2) |
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Creating Your Own Feedback Community |
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279 | (1) |
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Adding a Survey to Your Website or Blog |
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279 | (1) |
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Running a Poll on Facebook |
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280 | (1) |
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Crowdsourcing a Video Focus Group |
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281 | (1) |
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Crowdsourcing via YouTube Video |
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281 | (1) |
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Asking and Answering Questions on LinkedIn |
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282 | (1) |
Glossary |
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283 | (10) |
Index |
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293 | |