2 05, 2012

Social Media Best Practices

By | 2016-11-18T12:10:07+00:00 May 2nd, 2012|Categories: Social Media|Tags: , , , , , , |

Now that we have been practicing for some time, we are aware of good (and, bad) ways to employ social media. Opinions will vary about the “best of the best”. That is the beauty of the web, it always changes. From a book summary I read on social media, here are some of the best practices according to the author at this point in time. This is not an exhaustive, all inclusive list. The basics are covered and should align with your current techniques for using social media effectively.

There are multiple platforms* available for your content and they should be used relative to the target audience. Having likeable content is a fundamental criteria for success. Get your customer to listen to you and then….

  1. Listen first, and never stop listening – You want to know what customers think. Ask and they will tell you. Next, the most important thing to do is listen. Closing the loop by acting on what your customers tell you will prove that you not only listened, but that you understand and can do something about it.
  2. Define your target audience better than ever – There are many tools that allow you to focus on your true demographics for your product/service(s). Define them and determine what will make them “like” your content.
  3. Think – and act – like your consumer – Remember, it’s about them, not you. Don’t sell them; instead, provide content that is of interest to them. Get them talking about topics of interest and find ways to integrate your wares into their lifestyle.
  4. Invite your customers to be your first fans – Word of mouth (WOM) is key here. The more likes you get, the better your credibility. Be clear about your value proposition and define what is in it for them. Remember, there is no value-add if only your employees are interacting with your content.
  5. Create true dialogue with, and between, your customers – Related to listening and being genuine. Get them talking about you to leverage the WOM effect. When your customers share tips and tricks with others, it proves they are engaged. It also saves you from providing customer support directly. Help guide the discussion by acknowledging comments – and, correct where needed.
  6. Be Authentic – Get connected by demonstrating an interest in your customers. Personalize it by including your name.
  7. Be honest and transparent – You can spot a phony a mile away. Your customers can too.
  8. Integrate social media into the entire customer experience – Another fundamental for success and cannot be stressed enough. Make sure everyone who interacts with your customers has the same message and is aware of promotions and specials. Regardless of how they find you, it should be a consistent message. The last thing you want is a disconnect among channels and mismanaged expectations from your customers. If they are online, they can tell their network about you – the good and the bad.
  9. Don’t sell! Just make it easy and compelling for customers to buy – They already found your content and are engaged. Don’t insult them with a bland sales pitch. State the (relative) value proposition clearly and make it easy to “Add to Cart”.

Having a dialogue with your customers is easy using a social media platform. I would add that you keep in mind how you want to be treated. After all, we all are consumers in the end.

*Platforms range from Facebook, Twitter, YouTube, FourSquare, LinkedIn, Google+, Blogs, and specialized networks (e.g. flickr, yelp, etc.)

 

8 07, 2011

Beacon Technologies Through the Eyes of an Intern – Week 8

By | 2017-08-15T15:59:01+00:00 July 8th, 2011|Categories: Social Media|Tags: , , , , , , |

Eight weeks down, two more to go.  The past two months have really gone by quickly.  I spent some time today reflecting back and what all I have done and learned so far here at Beacon.  I’ve learned a lot, but I realize that there is still a lot I don’t know.  Since this week was the start of a new month, I spent a lot of time this week working on transitioning the accounts I was working on to other members of the WMS team.  This involved some meeting time and talking about what I had been doing, what I planned to do, and what steps could come next.  The other major thing I did this week was to compile monthly reports for the clients I had been covering.  Like I mentioned a few weeks back, that’s not the most glamorous task but it’s really not so bad.  I found it very rewarding to see growth in the clients I covered and to see things I had done start to show results.

The other big thing I did this week was to sit down and map out a final two week plan to help market Beacon itself.  I’m excited to be getting into this since my background from undergrad is marketing.  Some of the things I am going to be doing involve PPC campaigns, setting up various tracking measures, creating possible promotions, and a few other ideas.  This will be fun.

On a side note, I have been doing a lot of work with social media for several clients as well as for Beacon, and the more involved I get, the more I learn.  I’ve always been comfortable with Facebook, but I never really have had much exposure to outlets such as blogs, Twitter, and Foursquare.  That has changed during my time at Beacon.  I’ve learned how to utilize various outlets to accomplish different tasks.  For instance, I’ve learned that using Twitter can be very valuable for interacting with customers and is a great tool for promotional contests.  Another thing I learned is that Foursquare, which is a location based check-in service, is great for driving foot traffic into a business.  The way that is done is by first setting a location for the business within Foursquare.  Then you can set up options where special offers will pop up on someone’s cell phone if they are running the Foursquare app and they are within a specified geographical area of your business’s location.

The final thing I want to talk about relates to social media as well.  The “new kid on the block” is Google+.  I was able to get an invite to join Google+ today.  For those who are unfamiliar with Google+, it basically is a social media outlet similar to Facebook.  There are subtle differences between the two that I have observed, but overall it seems to be more or less the same.  The concept is almost the same as Facebook, and the only real differences at the moment are that Google+ calls features by different names than they are called within Facebook.  I’m not entirely sure if it’s something I’ll stay with but I’m willing to give it the “old college try.”