People and businesses in Canada are starting to catch up to the growth patterns seen in the United States and Europe with many 'trying to understand' this thing called 'social media.'
First off - if your business is NOT on Twitter - why not?
It's a tremendous business platform and the companies that are using it properly are reaping the benefits of 'customer engagement.'
If some businesses could see what is being said about them on both Facebook and Twitter they may be shocked.
The good companies are monitoring and reacting 24/7 and there are some 'great ones' out there. Just a few include Best Buy; Edmonton's Airport; many Media outlets, and for the most part Westjet.
I say that because 'some' companies RETWEET only 'compliments' and some don't even react to the complaints, which is a terrible mistake as you then become the target of the unhappy consumer(s). Showing a little vulnerability and fixing a problem can be a very positive experience - instead of avoiding it!
I love seeing a "happy ending" - somebody who complains and gets the proper reaction from a company and thus their concern is handled. That same complaint probably helps 'hundreds of others.'
The CELL companies are the worst. Sorry - it's a platform of mine - but a 'form letter' response to a complaint from a customer you have lost after 25 years simply 'doesn't cut it.' Have a REAL PERSON find out what the problem is/was and I'll bet a potential cancellation can turn in to a happy customer and a problem solved. Your businesses are NOT big enough to handle a 'wave' of people bailing on you and eventually you'll pay the price.
(Google "most hated companies in Canada" - you won't be surprized)
A few tips:
-find somebody in the company who knows and is engaged in Social Media. You may be surprized to find one in the building simply looking to help out - and if they know your business practices you can eliminate one very big step in the evolution of your social media plan.
-if you can't find one HIRE ONE. A full 30 to 35% of the mobile crowd is doing either research or buying on their smart phones, which is a pretty good stat to 'be where the consumer is going' - and that growth will multiply quickly especially with the next line of smart phones that are on the way - very powerful; full motion video; and interactivity.
-get on Twitter. You don't HAVE to tweet but you should 'monitor' what is being said out there. People are sick and tired of waiting on your 1 800 lines for hours upon hours OR reaching a person somewhere overseas who is struggling with the English language.
-newsletters, generally speaking, are now too long (or only come out once a month/quarter) and people don't have time to scroll through pages and pages of 'offerings.' What they DO have time is to click through on a link when they are on twitter/facebook/your web site - and looking for the one particular offering that is of interest to them.
The 'stream' of information you present can be very helpful - and again a RT of your message can be a very positive thing.
-sign up for the 'good' tip sheets. Emarketers. Marketingcharts.com. Hubspot. Comscore. Mashable. There are several of them that are 'free' and very easy to follow along to with the growth and evolution of social media. Follow these companies on Twitter as well.
For companies that have not 'reviewed' their websites in the past few years please 'take a look' at what you present.
If you have a boring main page then you'll have a boring site.
More importantly LOOK at your site on a mobile phone - 'most' companies sites do NOT look good on a smart phone OR they take forever to load. Simplify!
What's the most 'attractive' part of your business? Bring it forefront.
For media companies - I use the term "hockey boards" - if your websites are nothing but endless commercials and pop ups you're also way behind the wave. Clean 'em up. Have only your most INTERESTING content available. I can't tell you how many 'boring' blogs are being thrown out there by media companies.
And work to the 'full capacity' of technology - if there's an amazing thing happening on the radio station take a VIDEO OF IT and share with your listeners. Audio is one thing - video is a whole other thing - 'more please.'
OK that answers 'most' of what I'm being asked by
clients these days.
Most importantly "don't be afraid of social media - LEARN ABOUT IT!"
Radiowise Inc. has had a banner year working with some 'great' forward thinking clients - like Boston Pizza of Northern Alberta; Telus World of Science; Strathcom Media; Children's Miracle Network; Edmonton Singing Christmas Tree; - and others.
Build it and take it to the next level.
Done right you will reap a great benefit from your clients and customers for years to come.
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