Tag Archives: staff

Additional benefits of social media

Good Afternoon, Social Rabbit here with your guide to the world of social media.

There are many good reasons why businesses should be using social media, these are the standard…

  • Increase brand awareness
  • Engage customers
  • Build relationships
  • Increase sales
  • Build trust
  • Get ideas
  • Listen to customers

However there are also some others that are not mentioned quite as much….

Brand Protection

People are chatting about your brand/business/service saying OMG I had the most awful experience and would never go again etc.  You can listen to this and help change their perceptions (and others with it).  By listening to customers via sites such as Social Mention or Addict-o-matic or even just using Google/Bing or Yahoo you can find out what is being said,  is it good, bad or indifferent?  You can jump in and nip complaints in the bud before they get out of hand, and therefore protect your brand.

Market Intelligence

Use the tools I mentioned above to see what your competitors are doing, what is working for them?  When are they doing it?  How are they doing it?  What are they using?  How often are they using it?  Try to find out where the gap in the market is that you can jump into.

Customer Service

There are already a number of companies using Twitter (mostly) for customer service, eg Best Buy, Telstra and Cisco to name a few.  There are also many Facebook pages using it as a customer service tool with people monitoring the pages continually.

Barrier to Entry

By building up a following for your business/brand/service/product you can create an effective barrier to entry that money can’t buy.  Companies cannot buy trust and loyalty very easily, so for small businesses this can set you apart from larger competitors and effectively prevent others from entering your space.

Retention and cross-sell

This is similar to the selling angle that often gets discussed, but instead of selling products to new customers try to sell different products to existing customers.  They already trust you, have a relationship with you, so it should be easier….

Recruitment

IBM used a gaming video to teach people about business process management, they made it fun, and by doing so changed the perception of IBM with uni graduates, so that they now want to join IBM.  Here IBM changed the company perception and educated customers in a fun way.  People who love what the company is doing will want to join, so they find you rather than you finding them!

Younger generation appeal

Similar in the way that social media  repositions a business’ reputation as a fun, innovative place to work it can also widen the appeal of the businesses products and services.  Coach bags in the USA crowdsourced bag designs because they wanted to appeal to the 14- 24 age group.  Through social media they did this and so repositioned the brand in consumers eyes as appealing to them rather than something my grandma uses!

Staff Engagement

This is something I have experienced in my business where the team pull together to represent the business to customers.  They like to be involved, particularly those who are not usually on the front line because a) they feel valued and b) they feel that they are making a difference.

All of these reasons are even more reason for your business to get involved.  No longer is promoting your business about who shouts the loudest, instead it is about who is creative, innovative, up with the times and are playing where their audience are.

What do you think?  Are there any other benefits that you are experiencing that I haven’t mentioned?  Let me know in the comments below or on the Social Rabbit Facebook Page.

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Filed under Small business, social media, twitter

Engagement is a choice

Good morning, Social Rabbit here with your guide to the world of social media.

Yesterday this bunny was at a development day, and the topic of engagement came up, in relation to staff engagement.  The bottom line is that engagement is a choice… you can’t force your staff to get involved, yes you can incentivise the right behaviour, but you can’t hold their nose and force them to drink the cool aid!

So why is it that in online engagement, eg on your Facebook fan page, that people say “I’m posting up info, but no one is responding” or “I just can’t get people to write comments” or “no one seems to even read my blog”.  Online engagement is the same as trying to engage staff, or trying to get people to buy your product or trying to get your partner to do the washing up, they have to want to.  There is no magic pill, there are no hit men you can hire to hold a gun to their head (actually there probably is, but I don’t have their number!) so what do you do?

Some engagement do’s and don’ts

Do’s

  • Write about what interests your audience
  • Try and make it topical, eg if a new movie has been released, or if an event is on, eg the soccer world cup
  • Get quirky and fun, eg I post up on the Mocks fan page that we have had letters from iPods complaining about abuse from owners – it sparks a conversation
  • Respond to comments in a human way, so say you love what they’ve written, suggest other ideas to them
  • Don’t be afraid of not agreeing with your fans, eg we are currently trying to reach 15,000 fans on the Mocks page by end of Feb 14, the fans have been begging for the last week to have the deadline extended, but it’s not going to happen
  • Let other fans answer queries from fans, don’t feel it has to be you all the time – tip if they are doing this you are doing a fab job, it means you have built a community!

Don’ts

  • Just waffle on about your company/product/service/you that’s interesting the first few times, or every now and again, but NOT EVERYDAY
  • Assume that everyone on your page/reading your blog is there for the same reason, so mix things up
  • Try to please all the people all the time, basically you’re not going to be able to do it, instead vary what you do
  • Delete negative comments, instead respond to them in a positive way
  • Allow meanness between fans, in some ways you are the parent in this relationship

This is just the tip of the iceberg in terms of engagement, would love to hear your tips…

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Filed under Facebook fan pages, social media