Tag Archives: social media

One Simple Truth for Social Media Success

Woman writing at desk with quill pen, elevated view

OK, I’m gonna keep this short, because a) it’s obvious; and b) it’s been a long day and I just wanna turn the damn computer off.

By now you’ve probably seen all kinds of behavior on social media, and all kinds of entrepreneurs engaging in it. Occasionally you might be surprised when a really promising social media endeavor falls completely flat. What happened?

  • They had a great offering
  • Their brand was clear and strong
  • The writing was fantastic

So really, WTF goes wrong in cases like these?

It’s simple: They didn’t write back.

Really? Yeah, you betcha! The thing about social media, whether it’s Facebook, Twitter, Instagram, or whatever, is that it’s supposed to ENGAGE the audience. As in “conversation.”

If you’re not responding to your customers on social media, you’re not doing social media. You’re just throwing out stuff thinking that you’re cool—and that ain’t the case.

So the one simple truth for social media success? WRITE BACK.

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Here I go again, questioning authority

Senior man frowning at laptop computer

Yes, it’s time for me to take on my fave bizrag (really—not kidding!), Fast Company, for yet another marketing misstep.

Last fall, Fast Company stated definitively in a social media infographic that, “People don’t want to shop where they socialize.” I’m sure that in some companies, this statement was met by a resounding “I told you so” from an Older White Guy Executive who was just dying to find a reason to put the kibosh on whatever minimal social media efforts the marketing folks had gotten him to agree to.

Dear Older White Guy Executive:

Don’t believe everything you read in Fast Company. I will give you massive kudos for actually reading an innovative publication like that in the first place, though. But lets’ stay on-topic, shall we?

Even someone from the Mad Men era like yourself would probably admit that, in addition to targeted marketing and advertising initiatives, word-of-mouth and personal referrals go a long way toward strengthening a brand and driving sales, right?

Well guess what: That’s what social media IS.

Social media is really, at its essence, a digital version of the lodge meeting, the local watering hole, the over-the-fence neighbor chat, or the coffee klatsch. People share their opinions on companies, products, and services—and these personal endorsements (or not) can have a real, measurable effect on sales. YOUR sales.

And the best part is, when they are influenced by social media, it’s easy for people to just click right on over and BUY.

So I’d encourage you to stop short before taking Fast Company at its word and using it as an excuse to execute on that decree to dismantle your social media team. They really don’t need to be funneled away into writing direct-mail pieces that will hit the recipients’ recycling bins without even being opened.

Social media is just word-of-mouth on steroids, and the option to buy is just seconds away from that tweet, status update, video demo, or image posting. So give your social media peeps the LUUUURRRRVE they deserve; they’re probably making more sales than Mel, your old-skool salesdog who has been out buyin’ drinks and slappin’ backs since 1968.

Love,
Me

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In praise of my short attention span

Close-up of a squirrel looking at camera

Part of what I do is social media, both for my clients, and for myself. Twitter, LinkedIn, Facebook, and sometimes also Google+ and Pinterest make their way into my workdays.

As a born and hard-wired minimalist with the attention span of a caffeinated squirrel, I’ll admit that the very nature of social media appeals to me. Strategically crafting those 140 characters, crispy little status updates, and the rest of it all just makes my eyes light up and my toes curl. You can be informative, critical, and irreverent. . .and grow your biz while you’re doing it.

Some people (and even a few very successful ones, I’ll point out) have gone on the record saying that they just don’t ‘do’ social media, don’t get the value of it, or call it pointless and boring. But here’s the deal:

If you’re bored by social media, you’re doing it wrong.

If you’re bored by social media, yet you’re still dragging your ass out of bed every day to do it because you think you should, or because your competitors are doing it, or because a colleague told you to, you have a WAY bigger problem than being bored.

Because guess what: You customers are probably just as bored as you are. And a bored customer doesn’t buy a lot of widgets.

So here’s a solution: If you’re bored by or just ‘don’t get’ social media, hire someone who loves it. Hire someone who will build you a social media strategy that will keep your current customers engaged every day, and reach out and grab new ones by the nose hairs and bring them into the fold. Hire someone who can create provocative, intelligent copy that will start conversations with your customers, and make them want to share with their own connections. Hire someone who loves it, and who cares.

(NOTE: The aforementioned person should not be your neighbor’s 17-year-old nephew. Spring for a professional, you tightwad!)

Now I’ll have to cut this short, as my attention span is waning, and I really need to ge—ooh look, sparkly!

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Are you turning into a social fireman?

Do you dread checking your Facebook/Twitter/whatever account every day? Why is that? Is it because the only customer interactions you’re getting lately involve problems with products, refunds, customer service, and the like?

Now another question: Are you doing anything with your social media accounts other than just putting out fires? If you’re spending all of your social media hours simply being reactive, you’re wasting a lot of potential. As the fine folks at Fast Company said in a recent article:

If all you do is respond to complaints, that’s all people will send you.

So painfully true. If you’re not proactively taking charge of your social communications, you’re not only missing a bet; you’re also giving the wrong impression to your customers—and your potential customers.

I know it can be overwhelming to be surfing a wave of customer service issues, but you’ve gotta have balance, and you’ve gotta go to your happy place—‘cuz that’s where your customers need to be.

Address their issues? Absolutely. But also provide them with value. Drive them to your blog, share relevant industry information (add your own commentary/opinion as well!), and engage in actual discussions with them.

And yes, it’s even OK to post the occasional photo of your French Bulldog dressed up as Judy Garland.

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Dear KitchenAid:

So, how was your day today? I’m hearing rumors that you may have inadvertently entrusted your well-respected, 90+ year-old brand to a crazed armadillo last night.

Said armadillo apparently had one or two too many Jägermeisters while watching the presidential debates with its BFFs, and took it upon him- or herself (we’re not really sure how to determine armadillo gender) to make a really tasteless tweet regarding the President’s grammy.

Bad. Form.

So now you’re faced with having to apologize for some crazy-ass armadillo actions that aren’t even remotely related to your brand, plus deal with a consumer base which—regardless of political affiliation, apparently—is really pissed off at you.

That’s the bad news. Perhaps you will want to take a quick look at this blog post. It might help put things in perspective for you, and give you some food for thought moving forward.

But it’s not all bad news. The good news is that there’s now a really creative and super-talented armadillo available for hire. “Actively looking for a new opportunity.” Right now.

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The social media FAIL you can’t afford

So you’re a small business—maybe you’re or a startup—and cash is tight, I get it. I totally get it.

You’re building pretty decent word-of-mouth through your social media strategies: Your Facebook page is hopping with customers chatting with you (and with each other!) about your company and your offering. Twitter’s all abuzz with people raving about you, and hashtagging you all over the place. Your company page on LinkedIn is gaining a lot of followers, and potential partners and employees are reaching out proactively to you. And don’t even get me started on your Pinterest boards!

So with all this incoming love, you’re basically good to go with your marketing, right?

Wrong!

Whether it’s PPC, promoted social media postings, or whatever, at some point you’re just gonna have to invest in some paid advertising in order to take that fab word-of-mouth to the next level. Here’s why:

  • Word-of-mouth isn’t measurable
  • Word-of-mouth can’t geo-target
  • Word-of-mouth has no CTA
  • Word-of-mouth misses some demographics you need
  • Word-of-mouth doesn’t always reach people actively searching for your offering

Now, if you’re in it to tread water for a while and have the conversation about you eventually become, “Hey, whatever happened to. . .?,” stick with word-of-mouth. It will absolutely get you where you wanna be.

But if you don’t want a competitor to grab your share of the market while they’re proactively working to expand their own, you need to plan for paid advertising—sooner rather than later.

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A Tale of Three (or so) Tweets

You may or may not have seen some tweets I sent earlier this week, exhorting the social travel site Airbnb to step up and help one of their longtime, early-adopter hosts who was having difficulty getting paid by the company. She had gone through all the “proper” customer service channels, yet Airbnb reps continued to give her the runaround, and still owed her for unpaid rental fees.

I became aware of the situation and decided to make things a bit more, uh, social—that is, put on my bitchy Twitter hat and call Airbnb out on its poor customer service in this case. It only took a few well-placed tweets, plus some support from users on the company’s Facebook page to “encourage” Airbnb to once and for all cut through the red tape and electronically transfer all outstanding funds to the host.

They took charge, stepped OVER the bureaucracy, and made it right. So kudos to Airbnb.

But. The fact that they fixed things does NOT excuse them from letting things escalate to that point in the first place. The fact is, it should not have taken a bunch of torch-bearing villagers pounding on their social media door to get them to take some action; the situation should have been addressed fully with the host’s initial inquiry. So I guess the takeaway here is this:

Social media should not be your customer’s last-ditch effort to get you to take care of them
when all other paths have failed.

Right. Am I right? Right.

 

 

 

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What Your Mama Knows. . .

This is a guest post I wrote for the fabulous Stacy Lukasavitz and her site, That Damn Redhead. It goes something like this. . .

Hey, guess what? It turns out that most people HATE being marketed to! (Yeah, I know I ended that sentence with a preposition. Get over it.) All those decades of companies using the “show-up-and-throw-up” method of marketing has taken its toll. The fact is, nobody can tolerate standing in front of a fire hose for too long; eventually, they get up and move far, far away from it.

Today, with the vast amount of social platforms available for companies to use to reach customers, the opportunity to further annoy the already annoyed is tremendous. But there is a pretty simple way to use social media to grow relationships, rather than abuse them. . .

But (of course) there’s more. Head on over to Stacy’s site to read the rest, woncha?

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What Women Really Want

I spent part of this week at a conference for women entrepreneurs. We talked a lot about the most effective ways to reach out to customers, and regardless of industry, the most popular and effective lead-generation techniques always came down to two things: Networking and social media.

Now when you think about networking, what do you think about? Back in the day, it was a bunch of guys in suits shaking hands, chowing on steak, and slapping each other on the back—but not quite hard enough to spill the whiskey.

Today, networking is social media. In a study done back in January, LinkedIn was found to generate the highest visitor-to-lead conversion rate at 2.74%—almost 3 times higher than both Twitter (.69%) and Facebook (.77%).

Whoa. That’s enough to make your ice cubes rattle a little bit. So my question to you, regardless of whether you’re male or female, is:

How spiffy is YOUR company LinkedIn page?

If you page either sucks or doesn’t exist, don’t feel bad. I’m as guilty as anyone of putting my corporate LinkedIn presence on the back burner while I do my “real” work.

Because growing your business can wait. . .can’t it? Uhh. . .

If you want some quick tips on nailing the low-hanging fruit that can really make a difference in your company’s LinkedIn page, go here now.

If you want to look at the world’s grossest candy bar instead, go here.

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Let’s Talk Dirty: When Twitter Goes Down on You

A horrible tragedy befell the business community this morning: Twitter went down temporarily, due to a technical glitch, a hack, or something having to do with an Elvis sighting.

<gasp!>

These things do happen, of course, but it really made me think when I saw all the little bursts of panic and outrage that popped up all over the digital universe. CNNMoney reported, “Twitter Crashes Hard, Internet Freaks Out.” KXRM in Colorado reported, “Twitter goes down, Coloradans go crazy.‎”

OK everyone, LET’S JUST CALM DOWN, SHALL WE?

The only reason that anybody should be freaking out here is if they misguidedly placed all their social media eggs (or worse yet, all their marketing eggs in general) in the old Twitter basket. But of course, they would run the same risk if they had placed all their bets solely on Facebook, LinkedIn, Pinterest, or Google+ too.

Marketing is like investing, people: The key is to know where to invest,
and to diversify to cover your bases.

The fact is, while a lot of your customers may be tweetasauruses, not ALL of them are. You can also find them on other social media platforms, using mobile devices, watching TV, attending events, and doing all sorts of other interesting things that you are ignoring if you’re obsessing over Twitter.

So everyone just take a breath, step back—and have a quick look into your marketing strategy to make sure it’s really set up to get the job done for you.

Maybe MSNBC got it right when it reported, “Twitter goes down, productivity skyrockets.”  :)

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