In the latest study put out by Marketing Sherpa, data showed that nearly 97% of all consumers search for a local business online and that business owners in their 20s and 30s are twice as likely to go out and look for advice on a product or business via social channels. Combine this with the 61% of adults in the United States with smart phones and you can start to see how large the mobile market is. With each major iPhone, Android and tablet release, consumers everywhere are spending more and more time on mobile devices. Continue reading
Welcome back to business basics! In case you’ve forgotten, every week we take a look at a basic business concept in order to try to help new business owners better understand it. This week, we are covering Return on Investment, or ROI – a fairly straightforward, but often misunderstood, part of running a business! Though you may think you know all about ROI, you could be using it incorrectly. But first…
What is ROI?
Return on Investment, or ROI, is pretty easy to grasp – heck, the definition is right in the name. It’s whatever return you get after your invest in some part of your business. So if you hire 2 new salespeople, a basic measurement of ROI will be the money they bring in, minus their wages. Continue reading
Social media marketing has proven itself as much more than just a passing fad. A common misconception is that when things go viral, it’s just by accident or some kind of fluke. Granted, there is a little bit of luck at play sometimes but certain firms have got it down to a science where they can really put the odds in their favor. Sometimes it’s about creating a new trend from scratch and making it go viral but other times simply jumping on a bandwagon will do more than enough to raise a lot of exposure for your campaign. Let’s take a look at some of the very best social media campaigns of 2014 (so far) and why they were so successful.
Here’s an example of a company seizing the opportunity when something goes viral by accident. If this was planned from the very start, it would have been incredibly clever and a brilliant way to get attention. Part of me wants to believe that this happened organically, but the cynic in my head says it was staged. In either case, the result is still the same.
TrekAmerica is a company that specializes in putting together adventure holiday packages. When one of their employees named Greg sent in a vacation request, he accidently CC’d every member of the company’s 3500 staff rather than just sending it to his manager. This resulted in the hashtag #GiveGregaHoliday taking off, and the company responded by giving Greg a trip to Las Vegas and including the hashtag #GregGotTheHoliday. The result here was exposure, and this campaign worked because most people can relate to wanting a little time off, and everyone loves an underdog story of an employee being treated right by their bosses.
Engaging effectively with customers is very important for the success of any business. Social media networks such as Twitter, Facebook, Google+ and LinkedIn have made it very easy for companies to interact with their customers. Instead of making phone calls or sending emails, customers can raise their questions or complaints by simply posting a tweet or status update on these social networks. This makes it easy for companies to keep track of conversations about their brand or business.
Here are some tips which can enhance interaction with customers via social media.
1. Stay updated
Social media is a very dynamic and constantly evolving field. Find out which apps or platforms can make your customer interaction the most effective and where the majority of your customer base can be found and stay updated on those sites with your accounts.
2. Hire the right staff
Running several social media accounts can be a very daunting task to do alone. Look into hiring a social media professional who can manage your accounts and use the appropriate tools to help make customer relations easier. Alternatively, if you don’t have the budget for a social media manager, you could look into getting some of your staff trained on how to use social media for customer service.
3. Be active
Having a Twitter, Google+ or Facebook account is not enough; you need to engage your customers actively. You can do this by creating a search alert for conversations about your industry, business or brand. If you find someone complaining about your product, service or business, be sure to respond swiftly. On the other hand, any compliments should be shared or retweeted.
4. Demonstrate product benefits
Social media can be a great channel for demonstrating the benefits of your product. For instance, if you are selling a detachable recliner, show your customers how it is assembled, where it can be used and how to maintain it. This can be done using video or images. Videos can be uploaded on video sharing sites such as YouTube, Vimeo, Vevo, Flickr, Dailymotion, Veoh, Metacafé, and Break, and then shared on your social media profiles.
5. Don’t just talk about your company or products
If you are always promoting your products or company, your followers and fans will eventually get bored and find somewhere else to go. What people want is helpful and inspirational information. Be sure you provide this information, with occasional references back to your brand.
6. Address complaints and questions promptly
Whenever customers share their complaints and questions through social media, make sure you respond as fast as possible. This will show customers that you are listening to their problems and want to help out, thus enhancing their trust.
7. Don’t edit or delete negative comments
Negative comments can help you identify flaws in your products or services, thus enabling you to make necessary improvements. When responding to such comments, be as gracious and objective as possible. Offer an apology where your business or company made a mistake, and gently correct any of the customer’s misinterpretations. How you handle a negative comment could make all the difference between winning and losing a customer.
8. Be proactive
When your company or business faces major issues such as product recalls or a crashing website, you need to be proactive. Let your followers and fans know what is going on before they get a chance to complain. Assure them that you have already identified the problem and are working on solving it.
Charles Mburugu is a professional blogger who likes sharing tips about internet marketing and ecommerce. Currently, he is writing for Platinum Freight.
As an entrepreneur, marketing is one of the most important parts of your business. Over the last decade, social media has “liked” and “favorited” its way into being a critical means to reach an online audience, regardless of industry. Rather than hiring on another full time W-2 employee, consider hiring a social media freelancer to help unlock your brand’s social power.
Work your network
More than ever, there are people qualified to manage social media channels for a small business. There are most likely people within your own network to work along with, especially freelancers who handle multiple clients. Feel free to use sites like odesk.com or freelancer.com, but a referral is always best.