I have had many conversations with people wanting to get started in social media. It is a wide range of companies: Ranging from a cupcake bakery, automobile belt and hose manufacturer to a medical device company. Everyone has certain excuses to why they have not become part of this emerging media. So I just tell them to say, my dog ate my social media. All fun aside. Your customers, prospects and competitors are using these online communities every day and I bet a few of them are talking about your product or service.
Lets run through a few basic items.
What is Social Media: There are probably a 1000 definitions. Lets go with this one.
Social media is the use of technology combined with social interaction to engage and participate in conversations.
Instead of one to one it is one to many.
There are so many definitions but it is more about how it is changing marketing.
• Social media, and by that I’m lumping together blogs, RSS, social search, social networking and bookmarking, presents the marketer with a rich set of new tools to help in the effort to generate new business.
• Social media can help business: The list is endless:
Increased web traffic/more inbound links, build brand awareness and improve customer loyalty, earlier problem detection, relatively low cost, and integrates with marketing.
What is Twitter:
Twitter is micro-blogging: 140 character limit. A Web site and service that lets users send short text messages from their cellphones to a group of friends. Launched in 2006, Twitter (www.twitter.com) was designed for people to broadcast their current activities and thoughts. Twitter expanded “mobile blogging” (updating a blog from a cellphone) into “microblogging,” the updating of an activities blog (microblog) that distributes the text to a list of names. Messages can also be sent and received via instant messaging.
Every day there are stories popping up in local papers, on local news stations and even the radio. Here are few interesting ways Twitter is being used:
• Dell has said it has made 1 million (Read more)in revenue last year using twitter promoting items in its outlet department. Great way to move product.
• A pregnant woman has a band on her belly with sensors that sends alerts through Twitter, every time the baby kicks.
• A sensor placed in a plant, sends alerts through Twitter when it needs water, has too much water, needs sunlight, etc
• Milwaukee Wisconsin is using Twitter for public safety alerts, receive leads on accidents. (Read More)
• 2008 California Fires: The really bad fires last year: THE (Los Angeles Fire Department) LAFD used it to keep the community appraised of fire emergencies. (Read More)
• Personal uses: Twittering you are at a restaurant or trying to find friends at a concert.
• Cyclist Lance Armstrong has over 500,000 followers (Follow Lance)
• I have about 2,000 but I haven’t won the Tour De France even once, so win the Tour de France a few times and you to can have a half a million followers.
B2B Followers flock to Twitter: Great article
How not to use Twitter:
If your not going to invest time into Twitter, than it probably isn’t for you. I find Twitter an amazing tool for research and listening to what people are saying.
List of Twitter Tools and Twitter Tool Box: Couple of good links of a variety of tools to use Twitter in your business. Various Twitter-related tools and plugins have been multiplying fast
Facebook:
Facebook is a great online community. I am amazed at how fast it is growing. The numbers today are something like over 4 million new users a day. The interesting data is in the growth and what ages ranges are coming onto Facebook. This is great opportunity for businesses to tap into these online communities.
Facebook’s 35-54 year old demographic segment not only continued to grow the fastest, but it accelerated to a 276.4% growth rate over the past 6 months. That demo is DOUBLING roughly every two months. Here’s the full breakdown:
The 35-54 year old demo is growing fastest, with a 276.4% growth rate in over the approximate 6 months since we last produced this report
The 55+ demo is not far behind with a 194.3% growth rate
The 25-34 year population on Facebook is doubling every 6 months
For those interested in advertising alcohol on Facebook, there are 27,912,480 users 21+, representing 66.3% of all users
Miami is the fastest growing metropolitan area (88.5%) and Atlanta (6.4%) is the slowest
There are more females (55.7%) than males (42.2%) on Facebook - 2.2% are of unknown gender.
The largest demographic concentration remains the college crowd of 18-24 year olds (40.8%) which is down from (53.8%) six months ago.
A warning about being involved on social networks and posting personal information.
This information can be found and someone else can post it. I have consulted many companies about having personal information on the site. The Colorado Govenor’s son had pictures of him and friends drinking in the Governors mansion (They were of age but riding the Colorado flag around like a horse is probably not the best picture to post.)
What does listening to social media mean?
Use a free tool called Tweetdeck which allows you to easily search by terms.
Direct unfiltered brutally honest nature of online discussions is black gold.. Helping you spot tends and find out what customers really think…
How would a company go about listening?
Every company should be listening. Another topic around Social Media is online marketing and Search.
Many online tools which will search online news sources, blogs, video and photo site comments and microblogs.
Content Aggregation: Tweetdeck, Google Alerts, Yahoo Pipes, coComment, Commentful
Professional monitoring services: Radian6 and Filtrbox
How should they respond to what they hear?
I prefer transparency and authenticity. People are really good at reading BS. If there is a problem, lets get down to it immediately.
Recent example: Amazon: See NY Times Article on a good example of what can go wrong when you don’t listen.
Be proactive, Listen and help bring the conversation closer
How do you measure your social media efforts?
Measures vary greatly on a client by client basis and the network they are participating.
First: Take a snapshot of your social media world.
Obvious numbers: Number of FB Fans: Twitter followers, web traffic.
Two real measurements are influence and engagement.
Engagement metrics:
Unique visitors, Time spent on site, Frequency of visits, conversations
Things I would think of with Social Media measurement:
- Increased page views on your website, did they download information. Did they contact you.
- Conversations about your product/service/company
- Traffic: Quality often beats quantity
- Interaction: Engaged customers are highly valuable.
- Sales: Like I said before Dell discovered Twitter and it made 1M
- Leads
- Search Marketing: One link might lead to referrals and links from other sites
- Brand Metrics This is where word of mouth and the viral factor which are inherent in sites like FB and Twitter help shifit key brand metrics both positive and negative.
- PR: PR is changing with Social Media. How companies respond to online conversations will be a key to their success.
- Customer Engagement: Customer can quickly switch from one brand to another, especially online. Listen to customers and let them know your listening will allow you to improve your products and services. These customers will tell their online followers and friends about you. The old rule if one person is unhappy they tell 10 people… now it can be millions.
- Retention what customers buy again and again…
- Profits: engage customers more often and let them help you improve your products, service and business: They will recommend your business to their social media contacts: Think about this, especially on Myspace / FB. There are people with networks of 1000’s. It all will equal more or less profits.
Steps to think about.
New puppy syndrome: I see so many people and companies start out with a big exciting effort on social media and then it soon passes. This is a program not a campaign, meaning that you cant stop talking and listening to your customers and prospects because you are getting bored with the puppy. It takes love and attention.
Responding to bad buzz: As I stated in the beginning of this story, this is one to many. The old way was, if you have one un-happy customer they may tell 10 people. Well now it is one un-happy customer may tell 683 of their Facebook friends, 2389 Twitter o and 590 Myspace friends and then they will pass your link on to their friends. One comment could reach a million people in minutes. Quick story: A friend was standing in a long Starbucks line and very slow service. He decides to go to another Starbucks since there is usually one within a block, as he is walking he Tweets about the horrible service as said Starbucks. He immediately gets a reply from Starbucks about the situation and they email him a gift card. That is listening and taking care of the situation.
I will post more on Social Media and will be looking at specific case studies within different industries. I look forward to hearing from you.
Greg Olson::Ubiquity Follow me on Twitter: @ubiquity
greg@ubiquitygroup.com :: 303-962-8700 :: www.ubiquitygroup.com