Posts Tagged ‘Social Media’

Why do companies avoid engagement in social media environments?

Friday, January 25th, 2013

DNDSocial media has helped break down the walls between brands and consumers. With a simple post or tweet, we establish a direct line to our favorite (or most hated) restaurant chain, auto manufacturer, movie studio, etc. And the fact that these brands go to the trouble to establish a Facebook or Twitter account tells us that they are interested in hearing what we have to say and want to engage in conversation, right? Not always. In some instances they’re just going through the motions – entering the social media fray  because not doing so would show a clear disconnect from today’s media landscape. They may maintain a presence on Facebook, Twitter, YouTube or Pinterest, but that’s all it is, a presence. These companies don’t communicate with the people who visit their pages. These people are customers or prospective customers, and they’re trying to have a conversation with these brands, but the brands are silent. That begs the question. “If you’re not going to engage in the conversation, why come to the party at all?”

Here’s an example from a little company you may have heard of – Pizza Hut. Several months back I tried to place an online order but couldn’t remember my password. I followed the prompts to reset my password and got an unusual security question:

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At first I thought, wow, Pizza Hut has a sense of humor. Good for them. They also responded quickly, which was a good move. That’s as good as it got. I followed their request to contact them and described the problem. Never got a response. Others then started “liking” my post and commented that they were experiencing the same issue. In this whole string of comments (33 as of a few days ago), not once did Pizza Hut respond. That’s not what I call being very social.

Pizza Hut isn’t alone in this type of  behavior. There are many companies that simply set up social media accounts because that’s what everyone else does. But if you’re not engaging in conversation, you’re really missing an opportunity to connect with your customers, build trust and build brand loyalty. So don’t be silent. Your customers really do want to hear from you.

A Short History of Google Plus

Thursday, July 7th, 2011

The release of Google Plus has had internet nerds going wild, but lets be honest, these people are excitable. We’re talking about the kind of people who care about trending hashtags, after all. But is this really big news?  In a word: yes. For the uninitiated, Google Plus is Google’s attempt to build a comprehensive social networking platform complete with social bookmarking. In short, Google is attempting to out do Facebook.

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To understand the evolution of Google’s new venture, lets take a look at some recent internet history. Since 2009, Facebook users have been able to “like” content posted by their friends, a gesture that allows users to indicate approval without writing a comment. This simple change lowered the barrier to entry for participation, and presumably increased social interaction across the platform.  At the F8 developer’s conference in April of 2010, Facebook announced that the “Like” button would now be available for 3rd party websites to install (and 50,000 sites did so within a week of the announcement).

Allowing outside websites to use the “Like” button had important consequences. While previously a “Like” was a purely social action performed in response to a friend’s post, the new “Like” blended the commercial and social aspects of the internet. The “Like” became both a tool to bookmark interesting content, as one might “like” a blog post or news story; and a show of allegiance to a brand entity, as one might “like” Nike or Coke.

Brands quickly recognized the value of “Likes,” as a type of free marketing and as a meter stick of general popularity.  Although the dollar value of each like is highly debated (and may be subject to variation across different industries), brands agree that “likes” are a good thing to have.

The real coup, though, was the announcement of the integration between Facebook’s “Likes” and Microsoft’s Bing search results.  As part of the “Open Graph” announcement, Facebook and Microsoft revealed that searches would include the “likes” of your Facebook friends underneath their results.  Not only does this make searches more relevant to the user, but it also has an extra effect for businesses: people consistently report trusting their friends’ opinions more than advertisements.  The “like” button now serves as a seal of approval from friends for everything from apples to zombie films.

But who cares about Bing results, you might wonder, when Google is the search behemoth (although recent data suggests that Bing commands about 25% of search traffic)?  Enter Google Plus, stage left.

Google has long been envious of Facebook’s 500 million users, and was correct to see Facebook’s integration with Bing as a threat. They had a failed attempt to create a social network with Google Buzz, and were forced to go back to the drawing board to create something new.  Early reports suggest that Plus is the real deal. Preliminary users are especially happy with the “circles” and “hangout” features, and many people seem ready to leave Facebook.

Thanks for the history lesson, but what does this mean for me?

Essentially, you have an opportunity to increase your SEO by encouraging users to “plus 1” your page. Google’s search algorithms have started to take into account how many “plus 1s” you have, using them as an indicator of quality and importance.  This is good news for legitimate websites that provide value, since nobody is going to “plus 1” a website with poorly worded articles laden with keywords.  Although we do not know exactly how “plus 1s” will be used within Google’s algorithms, it is safe to say that savvy webmasters will begin to incorporate Google Plus into their SEO strategy.

Buying “likes” on Facebook

Thursday, September 9th, 2010

facebook-like-buttonAccording to the Beatles, you “Can’t buy me love”. But companies are finding that you can buy “likes”. At least on Facebook.

I received this email from The Grove, a local “lifestyle” center in Los Angeles, offering to enter me into a $50 gift card drawing simply for “liking” them on Facebook. Picture 71I realized that over the past couple months, I’d been receiving similar emails with increased frequency.

Apparently, buying friends has now become an accepted strategy. And while our parents might scoff at the idea of purchasing relationships, it makes good business sense for a number of reasons.

  1. As marketers, buying leads is something we have been doing for generations. Long before the Internet and Facebook, we have purchased lists and given away trips as the price for getting people to listen to a timeshare pitch.
  2. Much of the time, the people you’re asking to “like” you are those with whom you already have a relationship. Take The Grove example; I’m already on their email list. So, since I’m open to receiving messages from The Grove, I’m a good candidate for “liking” them.
  3. It’s an inexpensive way to augment your social media presence and strengthen your online reputation. One or two $50 gift cards is a small price to pay to add hundreds of new people to your Facebook community.

So regardless of what the Beatles and  your parents told you, it might be time to consider offering an incentive to get prospects to like you on Facebook.

“And just how many friends do you have?” Not as many as Starbucks.

Thursday, July 15th, 2010

friendsIf Starbucks was an annoying guy in your high school, it/he would be probably asking this question just to brag about how popular he/it had become. So how popular is it? Starbucks now claims over 10 million fans on Facebook.

I don’t know about you, but with just over 150 friends on my own Facebook page, I’m getting more Farmville, Mafia Wars and Bejewelled Blitz updates than I can handle or care about. With 10 million fans, I can’t imagine what Starbucks is going through.

Truly, though, a fan base that large is a testament to Starbucks’ social media savvy. By promoting special offers, coupons, discounts and more on Facebook, the company keeps its customers engaged with its online content and in-store products.

Starbucks’ success with emphasizing product promotions on Facebook seems to validate the results of a Razorfish study last year that found that traditional direct marketing techniques like offering discounts and deals are the keys to building engagement on social networking sites rather counting on some deeper connection to a brand. Except from Online Media Daily, 7/15/10

For more  on Starbucks’ successful Facebook program, read the Online Media Daily article here.

Social media and the over 50 crowd

Tuesday, June 15th, 2010

social-media-icons_group_01The younger generation isn’t the only group using Twitter, Facebook, YouTube and other social media platforms. According to a recent AARP survey, 27% of Americans age 50 and over say they use social media sites. Of those sites, Facebook is the most popular. Here’s a look at some of the findings as noted in the survey’s executive summary.

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For a more detailed look at the findings, the survey can be downloaded here, free of charge.

Social Media – Rules of Engagement

Tuesday, May 25th, 2010

social mediaIn Brian Solis‘ book, Engage: The Complete Guide for Brands and Businesses to Build, Cultivate and Measure in the New Web, he outlines 21 “rules of engagement” or best practices that will encourage thoughtful interaction between brands and customers. Here’s a look at the top 10. For the complete list, view his post on Mashable.

1. Discover all relevant communities of interest and observe the choices, challenges, impressions, and wants of the people within each network.

2. Don’t just participate solely in your own domains (Facebook Fan Page, Twitter conversations related to your brand, etc.). Participate where your presence is advantageous and mandatory.

3. Determine the identity, character, and personality of the brand and match it to the persona of the individuals representing it online.

4. Establish a point of contact who is ultimately responsible for identifying, trafficking, or responding to all things that can affect brand perception.

5. As in customer service, representatives require training to learn how to proactively and reactively respond across multiple scenarios. Don’t just put the person familiar with social networking in front of the brand.

6. Embody the attributes you wish to portray and instill. Operate by a code of conduct.

7. Observe the behavioral cultures within each network and adjust your outreach accordingly.

8. Assess pain points, frustrations, and also those of contentment in order to establish meaningful connections.

9. Become a true participant in each community you wish to activate. Move beyond marketing and sales.

10. Don’t speak at audiences through canned messages. Introduce value, insight and direction with each engagement.

Click for the complete list.

Is the info you provide on social networks putting you at risk?

Tuesday, May 4th, 2010

internet_securityA recent Consumer Reports survey concludes that certain info we post on social network sites and how we use those sites may be putting us at risk for identity theft and cyber crimes. So how does one stay safe in the digital world? As reported by the Los Angeles Times, Consumer Reports offers this helpful list of seven things users should “stop doing now” on Facebook, MySpace and other social network sites.

  1. Using a weak password Stay away from simple names and obvious choices with a number tacked onto the end. Instead, mix upper and lower case letters, numbers and symbols. Better still,  add a number or symbol the middle of your password.
  2. Providing your full birth date Avoid showing your full birth date in your profile (day, month, year). This info can be used to obtain additional personal info, or access to your bank and credit accounts. Just show only your birth month and day, or nothing at all.
  3. Ignoring useful privacy controls Take advantage of Facebooks many options for limiting what private information is seen by who-knows-who.
  4. Posting a child’s name in a photo caption Just don’t do it. And, if someone else adds a tag to one of your photos with your child’s name, just delete it by clicking “remove tag”.
  5. Mentioning being away from home When you do this, you’re letting everyone know that the house is empty.
  6. Being found by a search engine You can stop strangers from accessing a profile by going to the Search section of Facebook’s privacy controls and select “Only Friends for Facebook” search results. Be sure the box for Public Search isn’t checked.
  7. Permitting youngsters to use Facebook unsupervised. If there’s a young child or teenager in the household who uses Facebook, have an adult in the same household  become one of their online friends and use their e-mail as the contact for the account in order to receive notification and monitor activity.

Read the original Los Angeles Times article here.

Customer Service Limitations of Twitter

Wednesday, March 17th, 2010

twitterCompanies maintain Twitter accounts  because it allows them to connect with their customers instantly. But what happens when a customer complains about a defective product or an unpleasant service experience? Is 140 characters really enough space to address their concerns? Probably not, so be sure you have a customer relations support team in place that can work to resolve the customer’s issue, otherwise the whole situation could get bigger and more vocal than it needs to be on Twitter. That’s Erik Sass’ take on the situation. Read his article in MediaPost Blog here.

Facebook – enhanced privacy or invasion of privacy?

Tuesday, December 15th, 2009

big-brotherFacebook recently announced its new privacy enhancements that may just make our information less private. Although there are new controls that allow you to limit who sees your personal information, posts, photos, etc., the change that’s causing blow back is due to a new category, called “publicly available information,” that is beyond users’ control. This new category includes a person’s name, picture and city, the list of their Facebook friends and the Facebook pages they have endorsed. As a recent LA Times editorial observed, “The friends list is particularly sensitive, privacy advocates note, because of the amount of personal information that can be gleaned from knowing a person’s associates.”

Why did Facebook do this? According to the LA Times, it’s simply good business. For them, not necessarily for you. Read the Op-ed piece here.

The skinny on LA’s food trucks

Tuesday, November 17th, 2009

The food trucks are taking over LA and we love it! Especially since we’ve partnered with many of them to bring traffic, prospects and PR to our client’s TLofts development in WestLA. The trucks stop by TLofts Monday-Friday, so come out and sample some of this gourmet street food. This link will take you to the weekly schedule.

For a primer on all the great truck food, check out this video from the folks at WunderBlog covering their recent truck tasting tour. Their first stop is at TLofts.

LA Food Truck Tour from Terry Wunder on Vimeo.