Social Media in small businesses is becoming more common, many are aware of the potential benefits that can be developed. Many are still lagging behind as the recent survey by Citibank has portrayed (Reuters, 2009). 86% of small businesses in the US (under 100 employees) do not use social networking sites or do not find them useful in generating business leads or to expand business, can you believe that?! I sure can.
Small businesses that use social media correctly will be using it as a relationship marketing tool rather than a point of sale tool. To do this, it does take a considered effort and time to start creating the social networks that your business can benefit from. As within the physical world networks and relationships take time develop. Small businesses need to make time or hire SMO professionals to develop social media strategies that suit their business.
There are many social media outlets such as blogging, networking, and bookmarking. What is important is that a company does not get excited and start creating profiles all over the web and jump straight into writing a blog.
A business must get try and optimize the way they communicate their brands message through social media the first time. It is important that the message in which the company is communicating is integrated consistently with the current brand image and positioning. Social media has many mediums in which to communicate across; small businesses need to be made aware of how one should communicate consistently along these mediums.
What to do when people are talking about your brand on the web
Friday, October 23rd, 2009A brand’s online persona is the first impression for potential leads or clients, which counts for a lot in cyber space. Study after study demonstrates that web surfers have notoriously short attention spans. Failure to capture someone’s attention, or worse, if pegged with a negative association off the bat, odds are you won’t get a second chance to make your case. For this reason it is vital that you keep a positive online reputation intact.
The first step is to monitor your brand all over the internet. Make sure you find out about everything that is being said about your brand. First things first, you need to monitor all the keywords that are associated with your brand. This can be your brands, products, brand abbreviations, company director, public relations officer, also common misspelling of all of these variables.
Second step is to monitor your online reputation on a wide range of two-way internet mediums. This will be social networks, blogs, groups, forums, social media sites, consumer websites, and maybe most importantly on SERP’s. Use to RSS feeds to track these comment mediums with ease.
The most important step and technique is how to react to the negative comments. This can be described as damage control. The truth is that there will many different circumstances and not all negative comments will be the same.
There are the “trolls” and the “rager”, usually focused on degrading others, ranting, making jokes etc. These types of comments do not deserve a response, but mediums that host them should be monitored for information. Responding to specific comments could potentially exposure the comments more. Consumers hate being overly marketed to and a very aware of the marketing and PR practices that companies try to implement. Stay away from exposing your brand as being overly concerned with laughable comments it can only make your brand look worse in the eyes of consumers.
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Tags: brand comments, Brand Management, brands, Customer Relationship Management, online brand management, online reputation management, online strategies
Posted in Brand Management, Brand reputation management, Internet Marketing, Social Media Optimization | 3 Comments »