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Jun
21
Posted by: Tanya
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Building Brand Awareness Through Social Media
Posted by: Tanya
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Tagged in: twitter , social media , small business , pepsi , non-profits , facebook , coke , brand awareness
Social media has a unique ability to serve an array of functions based on what is being represented. The Harvard Business review recently featured an article on how brands like Coke and Pepsi use social media to build trust between themselves and their consumers. Twitter and Facebook are effective tools for these brands to enforce and broaden their identities as well as enhance customer relationships. Due to the already-existent acquaintance with such products as Coke and Pepsi, their incentive is primarily to expand trust around the association everyone already has with them.
For example, Pepsi launched a campaign where it asked its fans to discuss various issues (culture, food, education), then have others vote, then reward certain entrants with monetary grants. Typically, when you hear or think of “Pepsi,” you associate the word with a carbonated thirst quencher and don’t think much beyond that. But now, they’ve broadened your perception to include conversation and charity: additional, diverse and obviously-positive associations.
May
07
Posted by: Tanya
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I was chatting with a colleague earlier today about the importance of using social networks as a customer relationship management tool. People are online talking about your brands right now. It's extremely important to recognize this and take action. Social media can be used as a tool to monitor what is being said about your brands and also to find, attract, win new clients, nurture and retain those the company already has and reduce the costs of marketing.
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What makes "CRM" social?
Posted by: Tanya
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Tagged in: twitter , strategy , social networks , micro-blogging , facebook , customer relationship management , customer , clients
Social CRM is "the" hot topic these days with "experts" popping up everywhere. Last year I joined in the "let's try and define it" debate but I've moved on from that. I'm now convinced that simpler is better and I'll just agree with my friend and true social CRM expert Paul Greenberg that SCRM is really about having a conversation with your customers when, where and how the customer chooses. I've said repeatedly that social business is about changing culture NOT about new technology and that goes for SCRM as well. Now don't get me wrong, I love new technology, and certainly there are lot's of new SW products that do or could help facilitate social business and SCRM. The problem though, is that I'm starting to see SCRM talked about like it's some new module of the CRM system, you know, an add on module that magically makes your company's customer strategy social. I had a request from a client last week for a market sizing and forecast for SCRM, huh?
CRM is a customer strategy and many companies have chosen to use SW and technology as a part of that strategy. SCRM just extends that customer strategy in a few ways. Let's look at that idea a little:
What: The social web created multiple new ways for people to connect, communicate and build relationships.
How: Social tools like blogs, photo and video sharing, etc. that create social media; social platforms and apps that facilitate building social networks; social apps that open up new communication channels like micro-blogging, social platforms that facilitate the creation of communities that can use all of the previously listed methods of social interaction and the ability to carry the conversation anywhere on line that the customer chooses.
Why: Customer behavior has changed because of the social web. The availability of information has increased dramatically and the places customers look for information, support and advice have moved away from the company and it's own web presence. The social customer is just as likely to ask for help from their trusted network on Twitter or Facebook as at the company support portal. This means you, as a social company have to open up to these new communication channels and connect them to your older CRM systems and processes. Simply put, join the conversation.
None of his replaces the need for a CRM solution and customer strategy, it's an extension of strategy to change the way you engage with the social customer. Engaging your customers and building an "experience" for those customers will increase loyalty and involvement with your brand. It also open up new ways to increase customer satisfaction by delivering products that the customer wants, marketing in ways that meet customer expectations and preferences, and delivering support when, where and how they choose. By doing this you acknowledge that the customer owns their relationship with you and that you are willing to work to be relevant.
I was chatting with a colleague earlier today about the importance of using social networks as a customer relationship management tool. People are online talking about your brands right now. It's extremely important to recognize this and take action. Social media can be used as a tool to monitor what is being said about your brands and also to find, attract, win new clients, nurture and retain those the company already has and reduce the costs of marketing.Here's a snippet of a great article I found today that explains what makes CRM "social" and it's importance.
Mar
17
Posted by: Tanya
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Top Ten Twitter Stats and Analytics Tools
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If you work in marketing or public relations, the chances are you are now regularly being asked to use social media to spread your client’s messages. I have met lots of marketers and business owners who are surprisingly still trying to figure out how to get the most out of these channels with many trying something small but not measuring the results effectively.
In light of that fact, I thought it would be good to share some useful Twitter tools with you – so you can measure that and see how you are doing.
The truth is Twitter is all about conversation, not just marketing offers, although that said they do help to a certain point. To my clients I always recommend no more than 10% marketing messages on any of your social channels, the rest should be useful, fun and engaging otherwise people will simply unfollow you or your client.
So if you want to measure how successful your communications campaign has been online what do you do? I always recommend using a decent analytics package as a starting point there are loads available but the one I use for this blog is Google Analytics because it is free. I mean what’s the point of creating more web traffic if you don’t know where it came from or why?
There are hundreds of twitter tools that measure different statistics out there but many can be a bit of a waste of time. I have been through most of them in the last few years and given them some kind of test, so I thought I would share my top 10 with you – so you can use them to measure how effective your Twitter campaigns are.
1. TweetStats – This is another great Twitter app (which just turned two years old from Damon Cortesi) basically it graphs your Twitter stats including Tweets per hour, per month and Tweet timeline. It’s not the most beautiful of sites but the functionality is great – cap tip to Damon!
2. TwitterGrader – this is a well put together tool which looks at your profile and gives it a ranking – it also has an api which could be useful for developers.
3. Twitterholic – this tool looks at all of the local twitter users in your area and gives you a ranking.
4. TweetVolume enter a few words and see how many times they appear on twitter.
5. Tweetmeme is a service which aggregates all the popular links on Twitter to determine which links are popular.
6. TweetValue – this shows you how much your twitter profile is worth in $
7. TwitGraph this sites looks at your profile and then measures your tweets and provides you with data in a colourful pie chart format.
8. TwitterMeter This was a great service which is now on hold hence its ranking.
9. TwitterPoster this tool creates a kind of picture/mosaic that represents your users with the most followers with bigger icons.
10. Twitterank this works like a Google page rank but on Twitter but it seems to have broken on the day of writing. However, it gets a rank because it was supposed to be a good tool.II
I re-posted the article below form a great social media website http://www.socialmediatoday.com. It's a great resource for stats and analytics tools. Enjoy!
If you work in marketing or public relations, the chances are you are now regularly being asked to use social media to spread your client’s messages. I have met lots of marketers and business owners who are surprisingly still trying to figure out how to get the most out of these channels with many trying something small but not measuring the results effectively.
In light of that fact, I thought it would be good to share some useful Twitter tools with you – so you can measure that and see how you are doing.
The truth is Twitter is all about conversation, not just marketing offers, although that said they do help to a certain point. To my clients I always recommend no more than 10% marketing messages on any of your social channels, the rest should be useful, fun and engaging otherwise people will simply unfollow you or your client.
