Customers as Social Media Advocates

Many of you now are quite familiar with my enthusiasm for supplementing your traditional outbound marketing strategy with an inbound marketing strategy - getting customers to find you in online communities.

A large part of this strategy requires your planting 'seeds' of your brilliance -- your thought leadership, ideas and creative, innovative thinking for solving business problems -- in forums, blogs and social media platforms where they can be found by people interested in what you have to say. Taking on a content marketing orientation or creating a mini-publishing house, with the purpose of providing a relevant, compelling source of content (information and knowledge) on a regular basis is a significant aspect of building a relationship with a prospect and being successful here.

I tend to discourage blatant product or solution pitches as a source of content in your inbound strategy. It undermines the credibility you're establishing for being about solving business challenges and not just selling product. If and when a prospect is interested in learning more about your solutions, they will find their way to your website and be able to consume vast amounts of product information.

Why not instead seek to enlist your most satisfied customers as your social media solution advocates? How much more powerful would it be for a prospect to hear how impactful your solutions are from a company who has vetted several offerings and found success with your products versus hearing it from you? I'd bet it's a pretty big difference.

Here's an example -- if you're a member, go to LinkedIn Answers and ask a question, say about what CRM solutions are out there that people could recommend. Check out how many answers come from marketing and sales people associated with the vendors they recommend (some people state their company affiliation, but some don't. Talk about integrity). See a credibility issue there?

But how much more impact do the same answers from customers have? Especially those who state they have looked at several different solutions and undertaken a detailed vetting process. It's a significant difference amongst those people seeking an unbiased opinion on what works and why.

Recruiting these types of advocates is not difficult. Once they are on-board and (hopefully) have fallen in love with your company and it's products/services, they would probably be enthused to share their experiences as they have a vested interest in helping your company to do well and grow. You could also incentivize these customers with promotions, service discounts or even chotzkes to gain their assistance. Make it easy for them to identify forums, blogs, social platforms where they could add their 2 cents, and make sure they know that they would prove helpful even providing as little as a sentence of positive feedback.

I would also stress here that you in no way attempt to shape or affect the feedback they would give (which carries some risk, but you should have a strong sense of the type of feedback they would provide at the outset). Assure them that it's completely up to them to provide an honest and principled accounting of their experience with your products and service.

I think you'd be surprised how many of your satisfied customers would love to help spread the word about how terrific your company and it's solutions have been for them.

Combining SEO and Social Media

Good article today from MarketingSherpa Combine SEO and Social Media to Generate Web Leads: 5 Steps, which discusses blending social media with SEO to increase site traffic and leads.

Adding blogs to your website (hanging off your corporate domain) will increase the likelihood that your copy will get searched and found, thus bringing traffic in, and gaining increased organic lift for your overall website.

Turn-key Online Communities

I chatted last week with Dan Ziman, marketing director with Lithium Technologies. There are now a number of interesting companies like Lithium (Helpstream, Jive, Telligent among others) that offer various iterations of social network software that can build your online community very quickly and at a reasonable cost.

Lithium for instance offers (in a SAAS model) a number of integrated, social technology products including forums, blogs, chat rooms and idea exchanges that power online customer communities for both large and small businesses. In Lithium's words these products 'inspire customers to share knowledge, connect with each other, and connect with the enterprise, thus providing a unique method for companies to identify, engage, and understand customers. As a result, businesses measurably improve their marketing and sales, accelerate innovation, and increase customer satisfaction.'

Helpstream, Jive, Telligent and others provide their own types of collaboration software, community software, and social networking software solutions that allow companies to develop an almost instantaneous community presence and build from there. If you're seeking to build out your online community and wondering where to start, check out these vendors to see if perhaps that might be a viable way for you to get the ball rolling.

Social Media as a Listening Platform

Much has been written about the importance of including social media in your marketing strategy and the types of activities that you can and should begin to explore. Perhaps one aspect of social marketing that might get short shrift is what Dave Evans of ClickZ writes about today in Get Started With Social Media -- leveraging social media as a listening platform.

There may in fact be greater merit right now to setting up your online community with blogs, Twitter, LinkedIn, Facebook et. al. as more listening and feedback outposts than as platforms for outbound marketing. If you remember from past posts I've written, I'm not sure if outbound marketing/messaging has yet found its' ideal niche in social media marketing (SMM). What social media can do right now is help form the foundation of an inbound marketing strategy, where you make available your intellectual capital, your ideas and solutions for solving business challenges and allow prospects and customers to find your brilliance rather than your going out and hunting them. By becoming a thought leader on specific business problems and best practices you gain much more credibility amongst your intended targets.

Part of that inbound strategy includes using social media as the true interactive medium that it is. And that means listening to all that is written about your company, your brand and your competitors. Social media is an outstanding marketing research tool. Just as important as providing your thinking and ideas online is the response to those ideas that you receive. It provides you with an ongoing dialogue with your constituents, to have a conversation, giving them the ability to express their likes and dislikes, what their needs, opinions, complaints are. How they like to be communicated to. It enables you to share, learn, better engage. Ultimately it gives you a deeper understanding and stronger bond w/your targets and helps guide and inform your own product/solution development.

Foundation of Social Media Marketing

Ran across another article this week that affirms the three (3) primary aspects of a social media marketing strategy (SMM), which I thought I'd review here.

• Content - the information, data, thought leadership, thinking, ideas, solutions that a company communicates out (makes available) through various digital forums (blogs, websites, online media, online videos, ebooks, digital content syndication, webinars, RSS feeds, etc.)
• SEO - by tagging your content with appropriate keywords and by ensuring the development of more inbound links to your valuable content, you are making it possible for your prospects to find your brilliance
• Social Media - lastly, when that content, those links, cross the chasm into social media networks, they take on a new relevance and credibility. As the information is passed along, it takes on a greater value (the personal validation of the person passing along the information), is further amplified and more apt to reach viral status.
  

Robin Niefield talks about the intersection of PPC, SEO and social media in At the Intersection of Search and Social.

Interesting take by Augustine Fou in The ROI for Social Media Is Zero where he suggests that there really is no social media, but social networks that a company can only hope to gain entry to by making their products or services 'awesome' and talked about. What's key is simply providing a place where they can talk. And if you're paying for social media as media, you're probably doing it wrong. Make certain to read through some of the reader feedback/ comments at the end of Augustine's article, some great points made.

Today's Cool Links - Apr 1, 2009

And no, this is not an April Fool's joke...

3 great social media articles this week all found on ClickZ:

• In Social Media 2009 = Search 2002 Gary Stein relates potential trends in social media to what happened when search burst on the scene several years ago
• In Social Media Integration Tips from SES NY Harry Gold provides some tips and tricks for integrating all the elements of search, social, online media, and Web site technology he came across from last week's Search Engine Strategies in New York
• Finally on a more personal level is Dave Evans' article on How Individuals Can Build a Robust Social Presence, describing ways in which you can create a personal social media presence and exploit the potential for yourself

And finally on a separate topic, in Top-Load Your E-Newsletter for Better Performance Karen Gedney on ClickZ talks about how one company nearly doubled their enewsletter open rate and CTR by top-loading their design with content and the table of contents. Screen grabs of the before and after are available in the article.

Today's Cool Links - Mar 19, 2009

Several great articles/posts the last two days...

On MarketingProfs (premium membership req), in How One Company's Content Marketing Improved Qualified Lead Generation, Boosted Revenue 38% Kimberly Smith talks about the importance of content to help fuel their lead generation programs and increase conversions and lead quality. Specifically she discusses vendor-neutral content as establishing the company as an unbiased thought leader and expert on a particular topic. Prospects gravitate to information that educates and informs them about business challenges/problems, and the trust that ensues supports a value-based relationship between the company and the prospect.

In A Direct Marketing Revolution Gary Stein on ClickZ discusses how the Status Update feature on Facebook can provide a terrific opportunity to send email-like updates on anything into your company's Facebook followers.

Terrific MarketingSherpa case study on lead nurturing at Optimize a Lead Nurturing Campaign: 5 Steps to Boost Conversions and Warm a Cold List ... finding the right combination of relevant content and messaging frequency to make your lead nurturing campaigns resonate.

And finally, also on ClickZ some great tips from Dave Evans on Where to Get a Social Media Education... check it out.