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Using Customer Service To Get Social Media Marketing Benefits

By Julie Ann Ross in Featured

Social media marketing is more than just spreading a marketing message through social networking tools like Twitter or Facebook. It is about brand management and defense on those same social tools, and turning that defense into marketing opportunities. In many cases, social media marketing will often transcend the typical marketing communication messages and campaigns, because it comes from sources other than the marketing department.

The customer service department is an unlikely place for social media marketing to happen, but because of the public nature of social networks, it can be a great place for brand defense and word of mouth marketing to happen, all because the customer service department is on the ball and handling customer complaints.

Here is an example of how social media marketing usually works.

1) A customer has a complaint with their satellite service provider. They send a tweet out, which is seen by their 750 followers: “Channel 213 is out, and right before the big game. Stupid satellite company. Been sitting on hold for past 30 minutes.”

2) The satellite company is monitoring Twitter, and they respond with a message of apology and an offer to help. They may even offer to call the customer themselves, or ask them to send a direct message outlining the problem.

3) After a few direct messages back and forth, the satellite company is able to diagnose the problem. It is something wrong with the company’s equipment. In the meantime, they tell the customer to switch to an alternate channel which is carrying the same game.

4) The customer is very happy. Not only does he feel heard, but he is now able to watch the game. He tweets out, “Satellite company just told me to switch to channel 271 for the game while they fix the problem. They will have the old channel up and running by halftime.” (This is brand defense.)

5) The customer’s friends are also interested in watching the game, so not only do they switch to the new channel, but they retweet the message to their own friends. This also tells other viewers where they can find the new channel (this is word of mouth marketing).

But the biggest benefit this has is in social media marketing. By telling his friends and followers, the original customer spreads the message (word of mouth marketing) that his satellite provider was responsive and helpful (brand defense).

Their customer service response became a social media marketing function, because the customer told everyone about it. His friends and followers – who he has a relationship with, and who trust him – are more willing to listen to him if he ever recommends that satellite provider.

This is because people have begun ignoring traditional marketing messages, preferring instead to believe their friends and social media connections for recommendations. The lesson for brands that want to use social media marketing is that they need to have trusted relationships with their customers. It means they have to communicate with them in something more than advertising slogans and special offers.

Brands that successfully use social media marketing talk with their customers about things other than just their product or service. They answer questions in their industry, help customers solve problems, and even recommend them to other companies to find solutions.

Proper social media marketing makes companies someone more than just a faceless marketer whose only interest is the bottom line. It makes them evangelists and advocates for the customers. It also shows that the company is willing to look out for their customers, listen to them, and have their best interests at heart. And so who do the customers buy from? The companies that show more interest in them than in their wallets.

Ultimately, social media marketing is about forming relationships with customers and potential customers. It takes more work than billboards and brochures, but it has a better ROI and can even improve sales where traditional marketing cannot. Social media marketing is becoming a more popular channel for companies, because it can encompass more than just traditional marketing. Customer service, public relations, and even research and development are all social media marketing channels now.

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Article by Julie Ann Ross. With 20 years in marketing, advertising and 10 years in internet marketing, Rostin Ventures is on the cutting edge. Combining Social Media Optimization with more traditional SEO and SEM methods, Rostin Ventures is a consulting firm specializing in enhancing clients’ online presence and managing their public relations online. SEO, SEM and ORM, Online Reputation Management, are combined in this successful formula. http://www.RostinVentures.com

6 Essential Social Media Marketing Tips

By Brent McCoy in Featured

When you go about marketing your online business through social media, there are a few basic guidelines you should aim to follow. These can be applied to forming connections in social networking sites such as Facebook or Twitter, as well as in social bookmarking services like Digg, StumbleUpon or Reddit – although, perhaps to a slightly lesser extent.

Being a success through social media is all about leveraging connections, and accepting the fact that no website is an island. If you are completely self-absorbed and only socialize with others for your own benefit, then you will have a hard time building a loyal following. These next few tips will help get you moving in the right direction, so you can grow your network much faster by using social media.

1. Get To Know The Culture: Before you get too trigger-happy and start sending friend requests or following people all over the place, get comfortable with how people interact in your chosen network. Find out what people respond to and get a sense of the language and etiquette people use when communicating to each other. Generally people will sense a spammer from a mile away, and most often it’s because spammers don’t interact in the same way as normal people do (or most times, not at all). If you want to avoid looking like a spammer, then learn to follow this communication etiquette.

2. Don’t Grow Your Network Too Fast: Another thing that could make you look rather bad is attempting to grow your friend or follower count too quickly. Having 10 followers when you follow about 500 will make people think twice about what you’re on the site for, and they probably won’t want to know you. If you grow your friend count at a more natural rate then it’ll look a lot better, and you’ll get many more people interested in connecting with you in the long run. Also, another key to being successful with social media is having a good quality following – not just quantity. Having 50 friends that you’ve taken the time to become closely acquainted with (and turn into loyal followers) is better than a few hundred that only serve to clog up your list.

3. Show Interest In Others: One way you can grow your network really quickly is to simply show that you’re interested in what others are doing – not by sending out a stock email, but by reading a person’s profile, visiting their website and sending them a personalized message to show that you care about their ambitions. This will get the majority of people you send requests to accepting them, or people you follow to follow you back – hence, avoiding too much of a hit-and-miss approach for growing your network.

4. Respond To Comments: If someone writes on your wall, or mentions you in a tweet, take the time to write back to them. This reassures people that there is an actual person sitting behind your account, and helps grow the trust that followers have in you. Obviously it can become a little difficult to keep up with everyone once your network gets really big, but in the initial stages you should try to do what you can to make each of your followers feel extra special.

5. Share Content From Other People: Re-tweeting or sharing content that other people post can do a lot to increase the trust and interest that your followers have in you. First, it indicates you are on the site to participate as a normal person would, and are not just there to send people to your own web links. Any relevant content you share adds value to those you share it with, and most of the time they will love you for it as much as if you had created the content yourself. Secondly, it hints to your followers that if any of them created a quality piece of content, then there’s a chance that you might take the time to share that as well.

6. Learn From Others: If you are still unsure about what you should be doing to succeed in social media, then one of the best things you can do is take a look at those who are already successful to see how they do it. Visit the people in your niche who have loads of friends or followers and watch how they interact with their network. Get to know the various techniques they use and you’re likely to find a way you can use them to grow your own following as well.

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Article by Brent McCoy. Millionaire Studio is an online entrepreneurship blog that features articles on online business, blogging, marketing and social media: http://millionairestudio.com/

Customizing Twitter Backgrounds

By Gregory Stringer in Featured

You don’t have to be handicapped to be different, ’cause everybody’s different.

-Kim Peek

This article is part of a group of posts focused on optimizing ROI in Twitter use.

There are a great deal of Twitter users adopting a policy of consistent branding and positioning carried across from other Webspaces, e.g. Websites, eStorefronts, etc., by employing customized Twitter backgrounds. This would seem to be defined as best practice, as many marketers advise keeping the process of branding both homogenous and persistent transversely through availed channels.

Customized backgrounds lend an air of professionalism to one’s Twitter account. Also, followers tend to be encouraged when they see a touch of personalization and branding. By following these few easy-to-understand steps, you too can be the proud owner of an upscale, bleeding-edge Twitter site!

Several factors must be considered when creating a custom background (the following suggestions and instructions are based on the use of Adobe Photoshop and presume familiarity; if needed, the reader is referred to the Adobe Photoshop tutorials site.

Size

There are two sides of the background which can be customized; right and left (note: the entire background will be one image). By keeping the graphic content of the right side width at 210 pixels (2.917 inches), and the left at 217 pixels (3.014 inches), all branding elements should fit within these two distances from the edges; height should be kept at 809 pixels (11.236 inches). The entire customized Twitter background graphic should be 1439 pixels (19.986 inches) width by 809 pixels (11.236 inches) height. As this is a Web document, resolution should be 72 pixels/inch. The resultant branding message will then be visible in both the “new” Twitter interface as well as the current version. While the space above the feed could conceivably be utilized in the overall creation of the graphic, this could prove problematic. Nevertheless, adventurous designers may wish to toy with this concept.

Background color

The option available that can be used to match the customized background color. It can be found in the Twitter navbar (located at the top of the site) by accessing Settings > Design > Change design colors. When the Change design colors option is accessed, and background, text, links, etc., are chosen, a color selector is provided for the user. In the selector is a dialog box wherein a hexadecimal value can be entered. This value is easily determined in Photoshop, and by matching the values no difference will be detected between the customized background and that supplied via the Twitter interface, as inequalities in coverage may occur.

Sidebar color

By matching the sidebar color to that of the background color (process described above), the information provided by Twitter in the sidebar section, e.g. name, number of tweets, following, followers, et al., will appear to float freely (note: by using a white background color [hex value = #ffffff], the feed itself will float; selecting both background and sidebar colors as white will eliminate page bordering altogether – this is how the Grannelle Twitter site has been fashioned [when employing this method, the sidebar border {appears as a delineation between the feed and the sidebar} can be eliminated by changing the color value to white also, if desired]).

Text and Graphics

All data such as hypertext, phone numbers, etc., are part of the total graphic. They cannot be accessed, copied, or pasted. However, by providing matching information accessible from the sidebar, such as that supplied for the Bio and Web headings (found in the uppermost portion of the sidebar), constancy can be achieved. Repetition of use of the profile picture is also helpful for uniformity. Twitter text and link colors can be selected from the Change design colors preferences to accent those in the customized background, though care should be taken to use contrasting hues. Bear in mind that users experiencing color vision deficiency (color blindness) may encounter difficulty in distinguishing certain color selections.

Total File Size and Format

The total size of the file must be smaller than 800k. GIF, JPEG (JPG), and PNG file formats are acceptable.

While the customized Twitter background graphic can be tiled (repeated across the page), it is not suggested for this method.

Using Photoshop, simply create a document with the aforementioned measurements, building content for the left and right sides of the graphic and choosing background color. Include text information, pictures, and other desired images and illustrations. Adopting a consistently matching background color, create a new document, again with previously described dimensions. Copy and paste the left and right (merged) images onto the appropriate sides of the image. Save the final product. The finished background can be uploaded in the Design section, Change background image, following the same procedure as formerly instructed.

By playing with and trying out these ideas, users can have a polished and professional Twitter site!

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There is no sound, no cry, no voice in all the universe that can be heard until someone listens.

Gregory Stringer is a student of eCommerce, Social Media, and eMedia marketing. His blog, Grannelle’s Social Media, is a collection of articles dedicated to the scholarly study of Social Media and eNetworking. He is also founder, CEO, and CMO for Grannelle, an eCommerce outsourcing firm.

Ending Social Media Marketing Confusion

By Jill Whalen in Featured

Consider this scenario: You know you’re supposed to get on Twitter to somehow promote your website. So you start randomly tweeting out links to a product or service page on your website. But who is going to care? Sure, you could do some Twitter searches and find people who are asking their own Twitter followers about a product or service that you may happen to offer. And yes, you could reply to them with a link to your information, but overall, is that really a good, scalable social media marketing strategy? No, it’s not.

For one thing, they don’t know you.

It’s likely that they may even consider your helpful tweets to be spam. They weren’t asking you for a recommendation, they were asking their online friends. Why would they trust some random person who seems to only be on Twitter to promote their products and services? And their thoughts will be confirmed when they review the rest of your tweets and see that most of them are similarly self-promotional in nature.

Sound familiar? If so, you’re not alone.

Surprisingly, this is a typical corporate social media marketing strategy!

Social Media Marketing – The Reality Does Not Need To Hurt

By Jessie Andrews in Featured

Why believe an advertisement if you have the advantage of social media? Might you have confidence in an advertisement over your pals suggestions and critiques?

Naturally you wouldn’t! Therefore, I believe Social media marketing stands out as the most sincere form of marketing for your enterprise.

Let’s address some important issues for your company:

1. Do you know what folks are saying about your business on Social media web sites?

Every day I log into Facebook and Twitter and take a peek at what my buddies and friends are saying. It is not uncommon for my pals to write-up critiques, positives, negatives and feedback regarding an experience with a nearby business.

Surely you’ve observed Facebook status updates quoting points like “Wow! That fresh Maccas burger is the best” or “Many thanks to TNTS for their amazing assistance regarding my financial planning” and even “I really like Minilink. It saves me an hour or so travel every day!.” On the other hand, I’m also positive you have observed remarks including “Never heading again to XYZ restaurant on Cathedral St ever again. Cuisine was awful and waiting staff ended up being impolite” or “I cannot believe how bad the service ended up being done on my small vehicle by XYZ” or perhaps “Don’t visit Jim’s. They are too expensive and very over-rated.”

So do you know what individuals are alleging about your business? Can you deal with the concerns or thank individuals for beneficial suggestions? All of those reviews and assessments are greatly valuable to your organization. They are able to help you make knowledgeable decisions about specific items, personnel, solutions etc.

This sort of data is completely invaluable to the good results of your organization.

2. Why is Social media so truthful and why is it essential to your enterprise?

Did you know that 78% of peer critiques affect folks to believe what they are saying whilst on the other hand, only 14% of individuals believe a commercial? The reason is simple – people think what peers say a lot more than they believe a sales pitch, or an enterprise advertisement.

They’ve a feeling of confidence in suggestions and reviews more so, than your enterprise. They understand that you will continually praise your products and services, puffing that ‘you are the best’, ‘you have the cheapest prices’ and ‘you really are a market leader’. Consumers don’t wish to know about all of this. They want evidence! They want outsider information!

Shoppers are willing to reward and criticise. It really is straightforward to publish a tweet or update a Facebook status showing an encounter with your organization. Many social networking members write-up info that is regular to daily existence i.e. “on my way to work.” They are the form of customers who definitely are not inconvenienced to publish about dealings with you. More than half of Twitter and Facebook customers put up daily – so be conscious of what exactly is said about you!

3. Social media marketing coverage drives Search Engine Optimisation (Seo)

Search engine optimization is quite simply a strategy or number of techniques used to generate your enterprise to a higher rank on major search engines, like Google. Such exposure creates further site visitors to your website, increased sales and ultimately, an elevated bottom-line.

Social media marketing will support drive your Search engine optimization. Prolonged communications on Social media marketing sites will entice interest in your enterprise. Without having Social media interactions, it’s virtually unattainable to improve your Seo. The 2 move together and so are both critical to web marketing methods for your business.

Incorporating a powerful Social media marketing and Search engine optimization technique is just not a simple course of action. In very competitive industries, it could consider some months before highest outcomes are achieved. For the strategy to be sustainable, it requires ongoing focus and optimisation.

In the event you want help with Search engine optimization or Social media marketing, make sure to contact a professional. Some of your rivals currently have set up Search engine optimization and Social media methods in place. Make sure not to fall any further behind. Now is definitely the time for you to act.

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For more information on Internet Marketing in particular, SEO and Social Media, you should contact an expert. Visit Jessie Andrews at www.genzwebsolutions.com.au for more details.

Four Social Media Marketing Myths

By Julie Ann Ross in Featured

Social media marketing has many myths and untruths surrounding it, usually spread by people who have no knowledge whatsoever of social media marketing and how it works. These are some of the most common myths that abound, and some possible responses to use when faced with them.

The Company’s Customers Do Not Use Social Media

This is a common myth, and one that continues to astonish a lot of social media marketing professionals. Some companies do not use social media at all, yet they profess to have the knowledge of their customers’ social media habits. The best way to find out if customers are on a social network is to join it and upload the customer email list. If no one is truly on there, the company can avoid it and never use it again. But if at least 20% of the list is on the network, the company should use that network and engage in social media marketing.

People Might Say Bad Things About The Company

People are saying bad things about the company already. The only difference is that by not being on social media, the company cannot know how big the problem is. Social media marketing professionals can recite case study after case study about companies that were caught completely unaware about a problem on social media for weeks or months, until the mainstream media called to ask about it. The only way to see if people are saying bad things on social media is to be on social media.

Social Media Is Not Mainstream

There are 170 million Facebook users in the United States – nearly half the population. Very few things have that level of participation, except television, radio, and newspapers (and newspapers are dwindling). By ignoring a social media marketing opportunity like Facebook because of the mistaken belief that it is not mainstream, companies are ignoring a large part of their target market.

Of the 81 million Gen Yers in this country, 96% of them are on a social network of some kind. In fact, many of them do what they can to avoid mainstream advertising, by recording TV shows and skipping the commercials. However, they can be reached via social media marketing methods, like Facebook ads. Furthermore, social media marketing professionals can also specifically target their ads to Facebook users, based on their age, sex, relationship or job status, and even geography. Companies can reach women in their 50s who live in Florida, or single men who are between 18 and 24, living in a large city. Rarely, can mainstream media achieve such targeted results.

Social Media Results Cannot Be Measured

Actually, the advantage social media marketing has over mainstream marketing is that it can be easily measured with different social media monitoring tools. Not only can these analytical tools measure where something is being said about a company, it can measure the sentiment of the message, to see if it is positive, neutral, or negative.

Website analytics can even determine how many people arrive at a website, what steps they followed to get there, what pages they visited while they were at the website, and even if they made a purchase. This means that not only can social media marketing pros monitor the traffic to a particular website, they can determine what online mediums are having an impact on sales. Mainstream advertising cannot do that.

Internet marketing is not a new field – it is more than 20 years old – but there are still plenty of myths that surround it. And until these myths are disproved and social media marketing joins traditional marketing as an accepted and effective marketing channel, social media marketing pros will continue to fight this battle on a daily basis.

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Article by Julie Ann Ross. With 20 years in marketing, advertising and 10 years in internet marketing, Rostin Ventures has refined video seo practices for distribution in social media. http://www.rostinventures.com offers video seo, social media marketing and online reputation management services that are affordable and drive search engine ranking through Social Media Optimization, Online Reputation Management, Social Marketing and web 2.0 communities and resources.

Making The Most of Mobile Advertising

By Tamara Jacobs in Featured

Mobile marketing increased by 75% between 2009 and 2010, the highest marketing jump of any platform – social media marketing increased by 32% and internet marketing by 14%.

What does that mean for advertisers? It means that they have to start becoming active and creative with their mobile marketing campaigns and that will involve a strong understanding of how consumers interact with their mobile – when they use them most, how long they spend on them, and what they are using them for.

Research indicates that the average mobile app session is 4.3 times longer than the average website session, this is likely due to the fact that people using mobile apps are doing so while they’re waiting in lines, sitting on the bus, or dottling until it’s time for their next appointment. Moreover, the average number of apps per smartphone device is almost one hundredth of the total number of apps available for IOS and Android devices and less choice means more focus.

How can brands take advantage of consumers in these instances? Some suggestions are:

1. Personalised experiences for shoppers:

By tracking down consumers once they visited a retailer’s site, brands can show them products according to the parts of the site they clicked on. It is of significant importance that all products and offers are relevant to each consumer since mobile shopping sites display little information.

2. Social integration:

This is good for both consumers and retailers. Consumers obviously love spending time on social media sites – 30% of smartphone users accessed social networks via mobile browsers in 2010. More specifically, the number of mobile subscribers accessing Facebook increased by 112% between January 2009 and January 2010, and the number of subscribers accessing Twitter rose by 347%. For brands integrating social into their mobile shopping experience is great because it means that consumers can easily share products they like with their friends and family.

3. Mobile advertising:

Store location and hours are key for mobile marketing as are Google maps and advertisers would be silly not to take advantage of them.

More than advertise to them, brands should think of creative ways to interact with their audience via mobile. Knowing that they might be standing around killing time might inspire them to create some sort of game where, if they win, they have access to a discount code they can use towards a purchase. With an idea like this brands are reaching out to their audience, entertaining them, engaging them, and offering them a good reason to come to their store or make an online purchase. If they ask for the users email and phone number to give them the discount code, they can include them on their email list and continue the conversation at a later date.

There are a lot of fun and innovative marketing ideas brands can come up with for mobile, and it’s high time to get going on them.

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Article by Tamara Jacobs. Adaptive Consultancy is a London-based digital agency specialising in website design, eCommerce, and internet marketing, including SEO, PPC and SMO. For more on ecommerce solutions visit http://www.adaptiveconsultancy.com/e-commerce/

Nine Steps to Social Networking Success

By Wayne English in Featured

Social Networking has taken the world of business by storm. Properly used, it can establish you as an expert in your field, keep you in-touch with customers, sell your products, and market your business or organization. It is an around-the-clock marketing machine that never sleeps.

In our seminars, we are asked how to get started using it. While that is a simple question, it requires detailed understanding of the company, knowledge of business goals, and much more information as well. So, to provide people with meaningful assistance we developed these steps. Be advised that they do not provide answers, but lead you to asking the right questions.

Why? Pertinent questions that apply to your business and situation only are invaluable. And those questions, my friend, are far more valuable to you than their answers. There are people, books, consultants, aplenty to give you answers, but if you don’t answer the right questions, where are you? By developing the high quality questions that apply to your business, you will create a social networking campaign that is customized to your specific needs. To be successful, that is essential because your customers, their needs, your employees, your very business is unique. This is not a one-size-fits-all endeavor.

So, treat these steps as guidelines. Reorder them, combine them, delete any that you care to, but please read them all. Number nine you will find particularly interesting as it combines the online world and the offline world. Social networking has been around for hundreds of years. Don’t think that it only takes place from your keyboard. Nothing could be further from the truth.

Leveraging the Social in Social Media

By Enzo F. Cesario in Featured

So, social media marketing is about the conversation, not the pitch. People are starting to get that. This is a good step, but what does it mean in practical terms? Having conversations with people is nice, but the goal of a brand is ultimately to get people interested in spending their time or money on the brand, after all. What does having this conversation accomplish, and just how does a brand use that conversation to get the critical conversion from conversation to customers?

The Key Thing: Customer Investment

Just about everyone’s familiar with the smart and trendy Mac commercials. They’ve been seen, redone, spun off and parodied just about to death, and will stand as icons of excellent advertising. But think about it – when was the last time you saw one of these commercials on TV? How often do they actually come up anymore?

The fact is, Mac’s most consistent and open advocates are its users. People with an Apple notebook can’t wait to tell their friends about it, take it around in public and talk up its virtues. This is true in other areas as well – Honda users have fan sites for their chosen vehicles, most people get into novelty diets or exercise programs as a result of their friends’ influence and so on.

So, give people a reason to talk about your brand – by making it their brand.

Facebook Ads – Do You Use Them? If Not – Should You? – A SPN Exclusive Article

By Gayle Hawks in Featured

Business owners are always looking to optimize advertising and use the best locations on the Internet. Ultimately, they need to measure whether the time and effort – and the money spent are worth it. Facebook is one of those prime Internet sites that is emerging as an attractive location for advertisers. With over 500 million active users – Facebook is a force to be reckoned with – and probably one worth considering for advertising your company’s goods and/or services.

Let’s take a look at the dynamics of advertising on Facebook:

First of all, it is a social media network that is made up mostly of family and friends so the information profile that is tied to each user should be fairly accurate. That makes it an ideal source to tap into targeted groups: by location, by age, and by gender.

Targeted advertising can also be done based on users “Likes” or “Interests” because that is part of the user profiles. This makes it easy to target specific groups such as those that like basketball or ballet. This can be useful but don’t get caught up in the restrictions of just focusing on those who picked a particular “Like” or “Interest”. Targeting age groups and locations can be just as effective. Regional advertising options are available to companies who don’t offer national services.

You can enhance the social recommendations from a Facebook ad by having your brand link with a Facebook page. This highlights that you value the Facebook ad and increases the exposure when friends purchase something from your brand. Facebook will display when your friends “liked” the page. This will only help to make your brand more desirable. Maintaining an up to date Facebook page for your company also displays a willingness to engage with customers, fans, and potential customers. Keeping on top of a company Facebook page adds credibility to your advertising campaign.

Keeping your Facebook ads simple is important because the best ads have been those that extend special offers or calls to action with simple text that grabs people’s attention. Too much information will lose people quickly.

Be creative and different. Test a variety of pictures and product ads to come up with the one that works best. Imaging is important and essential for you in order to gain people’s attention quickly.

Facebook has an ad format called Sponsored Stories that will turn people’s “Likes” and status updates into ads to their friends. It is, therefore, important to ensure that you keep up with Facebook formats and ways of advertising to ensure that you are the one that is always one step ahead.

All of this being said – should you advertise on Facebook? Absolutely! Why would you turn down an opportunity to advertise to such a large audience that is just waiting to hear from you! If you are not a Facebook advertiser – you should be.

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Article By Gayle Hawks. Give us a call today at 858-522-9335 or email at Author@CardAdmin.com. We look forward to discussing your comments, suggestions, or hearing any ideas for future article topics you may be interested in regarding professional business cards design or business cards management.

© Copyright 2012 All rights reserved. Jayde Online, Inc.

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