Is your current Customer Relationship Management process inefficient?
A fine-tuned social customer service strategy increases customer engagement.
In this article I’ll share four easy steps for developing a social CRM strategy.
Why a Social Media CRM Strategy?
Just about everybody uses social media in their daily lives. Why not use those online gathering places as an outlet for customer service?
Do you need to breathe new life into your word-of-mouth tactics?
You don’t have to create elaborate campaigns to drive visibility for your business.
In this article you’ll discover four ways to make customers want to take and share pictures related to your brand.
Why Photos Work for Social Chatter
No one leaves the house without their smartphone. Documenting our every action is woven into our daily routines and photos are the easiest way to do that.
And yet I’m constantly surprised that most businesses don’t take advantage of this marketing opportunity.
It only takes a simple request and most people are happy to take and share pictures while in your store or at your event—especially if you give them a fun way to do it.
You can increase your return on these social shares by highlighting your social profile URLs, handle and hashtag in high-traffic areas and asking people to tag you in their updates.
Below are four ways to make it irresistible to share photos of your brand.
#1: Encourage Unexpected Activities
I love the way Art Series Hotels have infused fun into their guests’ stay–and increased social shares about their brand to boot.
The hotels leave postcards in guests’ rooms asking them to jump on the bed and share the fun photos with their friends (tagging the hotel of course).
Looking for the latest social media trends to inform your marketing?
Based on new research, here are five areas you should start paying attention to right away.
Note: This article is based on Exact Target’s 2014 State of Marketing Report, which shows top marketing objectives, priorities and concerns for 2014.
#1: Social Listening Becoming Important
More brands are beginning to really listen to their customers.
According to the report, 60% of marketers were using social listening strategies in 2013 and 24% plan to do so in 2014. The sad news is that only 31% of marketers think their social listening is fully effective.
If so, look no further.
In Nielsen and McKinsey’s Social Media Report, consumers were surveyed to discover how they use social networks.
Here are seven key findings from that report.
#1: More Time Invested in Mobile
The survey found that consumers are increasingly looking to their smartphones and tablets to access social media.
While the PC is still the most widely used device when it comes to social media consumption, the study found that time spent on mobile apps and mobile websites accounted for a 63% increase (compared to 2011) in total time spent.
Additionally, 43% of users said they use smartphones to access social media, while 16% connect using a tablet.
Listening on the social web isn’t hard to do.
What’s hard is creating an effective response system so that when something goes wrong (and it will!), a crisis can be averted, or at least resolved quickly and transparently.
The Johnson & Johnson “Motrin Moms” Crisis
Unfortunately, Johnson & Johnson learned this the hard way.
In November 2008, the giant pharmaceutical company created a Motrin ad for moms who experienced regular back pain from carrying their babies in backpacks, slings, carriers and so on.
The first step when considering social analytics is to establish a listening strategy.
In social media, listening acts as a guide through the ever-changing and interesting world of the blogosphere.
Why? Because listening is an ongoing process that is necessary to keep a strategy fresh and competitive. It enables decision-makers to find and better understand opportunities and stakeholders.
So, exactly how do you go about listening?
#1: Determine your target audience
Once an organization has determined whom to target, it’s critical to understand where to engage them online. A common misperception is that all social networks are the same and therefore everyone is on the same platform.
Social media allows you to match data generated by social interactions with individual’s preferences and general interests. This creates useful profiles that give marketers insight into how to tailor future offers and products to their customer base.
In this article I’ll show you five ways to use the data generated by your social network profiles—and those of your competitors—to expand your reach and sales.
#1: Listening Data
Nearly every social media plan tells you to begin by “listening,” but what are you listening for? Monitoring news related to your local business environment and industry can give you a sense of the conversation around your products or services, but social listening allows you to expand this information and make it more relevant.