Archive for the 'clients' Category

2011 social media predictions?

January 10, 2011

What do I think will happen in the social media space in 2011?  Hmmmm.

  1. Increasing use of mobile devices to download content and increasing awareness of this by larger corporates. A global website is no longer just the ticket. It needs to be personalised, accessible, fast to download and fit on whatever device’s screen I am using. if it won’t work on my iPad because of flash restrictions, work it out.
  2. More story telling by companies (not just B2C but also B2B) seeking to personalise their journey with their customers and create engagement and loyalty.
  3. More CEOs blogging and using twitter as part of their role as the face of the company
  4. More companies banning social media usage as part of an employee’s terms of employment (and the corresponding backlash against this as well). Why will they ban this?  Fear.
  5. A changing emphasis from push marketing – corporates pushing out marketing speak – to one where companies really ask themselves, besides delivering my product or services, what else can I offer my customers?
  6. More effort will be spent identifying influencers and monitoring online conversation.
  7. Leave your wallet at home. Your phone will become your wallet.
  8. Increased tie-in with spending and peers. You will receive more recommendations from friends on what they have purchased and these recommendations or purchases will trigger your own purchases.
  9. Reduced TV advertising spend. Why bother? I am only going to fast forward through them anyway.
  10. Better privacy settings on Facebook and a corresponding and competing growth of niche sites which will have better privacy settings.
  11. Alternatively, there will be evene more users on Facebook and better integration of social media sites through one efficient stream. You won’t need to separate social media streams. There will be better ways for you to monitor everything from one central point.
  12. Employees which have client facing roles will be encouraged to use social media to engage with customers. HR staff, Client Relationship staff and so on will learn to use these tools as part of their job.
  13. Less focus on trade sector publications as a tool for corporate promotion – these are a dying promotional tool unless they can step up and re-define themselves.
  14. Video conferencing over phones and smart tablets.  The next generation of mobile devices will encourage this.
  15. More focus on a return on engagement and less on traditional return on investment. Quantifying Facebook fans and foursquare check-ins is just too hard. All you should care about is the fact that you are engaging with those who have a desire to engage with your company.
  16. Groupon, Cudos, Spreets etc will tie in with your specific location not just your city to make suggestions and encourage purchasing decisions.
  17. Flash mob purchasing. Why not? Pushed to your mobile device. The first 100 people to sign up or purchase something get XXX.
  18. Greater acknowledgment that communication is no longer a two-way street – it’s a roundabout  – with inputs and exits and crashes. Get used to it.
  19. Increasing numbers of small businesses leveraging social media tools, and showing the big guys how it is done. Big business will throw money at these tools but small business will continue to think laterally and creatively and, as a consequence, give some of the big companies a run for their money.
  20. Increasing user-generated content – and increasing niche specialities.
  21. Embracing of location-based marketing in wider circles eg B2B. Virtual sign posting and specials.
  22. Decreasing use of email as a one-off  communication tool. Talk to me on my page ..wherever my page is located.

Hmmmm. Will think of more and add them as I can.

To delete or not?

January 10, 2011

Recently, I had a situation where the company that I work for (Company A) asked me to delete a Facebook posting on their corporate Facebook page .  The posting in question promoted another company’s expertise (Company B). Would you delete this? Have you ever been in this situation yourself?

The reasons for deleting the posting were that the Facebook page was to showcase Company A, not Company B’s expertise. Company A is very new in social media and was uncomfortable with any possibility of criticism expecially from higher-ups internally. Would the CEO or CFO see the posting and scream for it to be taken down? Would Company A get their knuckles wrapped for letting it be posted?

On the other hand, this was an opportunity to showcase engagement. We could have posted back something saying “Well done to Company B. Did you know Company A does similar work as well?”  Or something of the sort.

What would you do?

Social media is a no-brainer

July 1, 2010

You would think that companies here in Australia would be completely jumping on the bandwagon as far as social media is concerned but after consulting across a whole range of sectors – energy, mining, infrastructure, financial services, legal, charity, consumer goods and so on it is apparent that there is a complete reluctance to move into this space.

“We have always done things this way… our customers don’t use these tools…we can’t see a benefit.”

Of course you can’t see a benefit if you don’t know what the tools are. You need to do the research first before you make the decision. Once you have the information, you can leverage off your knowledge.

Isn’t that a no-brainer?

Which ways are your chairs facing?

June 30, 2010

I like a recent post by the master of social media – Chris Brogan about which way the chairs are facing. To you, the business, are your chairs facing your customers?  Building a community requires your chairs to be facing each other.  Perhaps in a circle. But if you are simply presenting or giving a speech, then the chairs will face a podium.

Which way does your company’s chairs face?

Unconnected

July 18, 2009

After having a mobile phone for the last fifteen or so years, being without one feels curiously liberating. I can leave the house and no one can reach me until I decide to return.

No last minute diversions.

Or requests.

No detours.

Everything is done according to my schedule.

I can stop when I want, come home when I want and answer to no one and I’d forgotten what that feels like.

My phone was a work mobile you see and, now that I have resigned and am leaving the country, I am without a mobile phone and will be so for the next eight weeks or so until I re-establish back in Australia.

No mobile apps to play with, no checking Facebook, LinkedIn, emails, texts.

Curiouser and curiouser.

How to retain your clients

May 16, 2009

It’s pretty simple really.

Service.

I can’t think of anything more that needs to be said.  Lots of blogs write all sorts of stuff about deliverables, fears and suspicions. They talk about answering your clients fears and allaying concerns and even talk about the way to engage with your clients so they don’t feel “inferior” to you.

It’s all pretty much crap.

All you need do is give your customers what they are looking for. Give them the service that they want. And the service that they are paying for. And the service that they expect.

It’s that simple.