The Social Media Puzzle: Piece #2 How can you use social media to build customer loyalty?

 Here are five ways you can use social media to build customer loyalty:

1. Improve your product or service by listening to negative sentiment or suggestions posted on all relevant social media channels. People who say negative things or post about you will mostly have something valid to say. Why not listen to them, examine their issue, and fix them as soon as possible? A responsive firm fixes things. Most customers are aware that some things take time to fix too. As long as they know something is genuinely being done many people will accept the situation until then.
2. Ask people to recommend or retweet or re post something from you. People talk about "net promoter scores" as a key metric for understanding customer loyalty, but the percentage who are willing to take action to recommend or retweet should be a more reliable figure, as it’s not about stating your intentions, it’s about actions. You may say you will promote a service, but not actually do it. I suggest actions speak louder than words.
3. Offer updates & special offers to people who sign up to receive posts or Tweets. By making people feel part of a community in some way you will increase engagement and loyalty. Highly engaged customers become advocates too. A high percentage of them will recommend you to others. Your Facebook page can provide special offers and your Twitter & Pinterest feed can too. You can also make these offers and updates local by getting each of your branches or divisions to take part in this campaign, so that customers are building relationships with the nearest branch.
4. You can track if customers achieve their objectives using your product or service using social media. You can do this buy asking them direct questions, via surveys, and by monitoring any posts they create on the subject. This is being proactively interested in how your customers get on with your service. You may only be able to do this with a select group of customers, but the lessons learned should be applicable to all similar customers. Achieving objectives is a critical issue to remaining loyal and placing the maximum amount of business with you. If you are afraid to ask hard questions then your business will eventually have big problems.
5. Communicate the benefits of your product or service, not the technical features. This is an old adage salespeople use. Sell the sizzle not the stake. It’s true for social media too. Don’t focus on how to get button A to perform service B. Tell people how service B will benefit them. Then tell them how to get it to work.

My guide to social media is available from Amazon. Enjoy!

Newsjacking Post #2 - Using Google Alerts

I posted a previously on the basic concept of newjacking, inserting you or your company into a story breaking on the internet.

I got my highest number of hits in a day on my blog, over 500, the day I posted the second comment on a major story that was relevant to what I do; writing popular fiction and assisting people with social media.

I was reviewing this process in the last few days, as I spend time every morning checking major newspaper/media sites looking for stories I can comment or post about. And then I had an idea, why don't I set up a Google Alert for the major subject areas that I would be competent to insert comments on or post about in my own blog?

So I did that. I now have ten Google Alerts set up and I don't have to spend a lot of time searching through news sites. And I'm finding stories all over the world I can comment on. And best of all it's free! Thank you, Google.

To support this site - over 100 free posts so far on social media for you to explore - please buy one of my novels, The Istanbul Puzzle or The Jerusalem Puzzle or my guide to social media. And enjoy!

 

Twitter Session Length

How long do you think people spend on Twitter in a session, that is when they open Twitter and look at the list of Tweets in front of them?

I reckon it's less than 5 minutes each time. I spend about 3 minutes, but I do check Twitter maybe 10 times a day.

Please respond to these questions in the comments below to share your experience.

The questions are:

1. How long do you spend on a single session on Twitter, on average?

2. How many times a day do you check Twitter?

5 lessons from Social Media success stories- Updated

Social media is the automobile industry and the telephone business of the 21^st century combined. The people and organisations who learn how to use the power of social media will benefit and the people who want to stay shackled to yesterday's technology will slowly fade.

Over 50% of the top firms on Wall Street are investing to make social media an integral part of their business. Firms as divergent as Dell ($3 million in revenue attributable directly to Twitter posts), Jet Blue (over a million followers mainly for customer service issues), and IBM (50k in Alumni network on Facebook - just one example of success), are using social media as a core part of what they do.

These are only some of the many examples of effective use of social media. In reviewing these case studies some common themes emerged:

1. The grassroots and the top of these organisations are involved.

2. They have clear guidelines, then they let people get on with it.

3. They learn from mistakes & successes.

4. They empowered widespread participation. They trust employees.

5. They experimented creatively, with Facebook, Twitter, blogs, Wiki's, libraries and more.

If your organisation doesn't get it all yet, maybe you will be the one to inspire them.

To support this site - almost 100 free posts so far on social media for you to explore - please buy one of my novels, The Istanbul Puzzle or The Jerusalem Puzzle or my guide to social media. And enjoy!

The Five Free Tools of Social Media Success - Updated

Social media helped me get that global publishing contract and it helps me every day to promote my services. Here are the main five tools I use to build, manage and continuously develop my social media presence:

1. A blog. Wordpress and Blogger are both good. This blog uses blogger, a free blog creation service, and my main site uses Wordpress, another free blog creation site. Wordpress has more design themes and Blogger has a simple interface with links to Google. You decide which one you want, but get blogging.

2. Twitter. My main account @LPOBryan has over 50,000 followers. I also have a second account which has 30,000 followers and my daughter Tweets for me from @IsabelleOBryan where she has 20,000 followers. I firmly believe that each Tweet you send should have valuable content, a link to an interesting post, news for writers or a great new picture you have posted on Pinterest. Make each Tweet valuable and you will not lose followers,

3. Bufferapp.com a service which allows you to schedule Tweets, Facebook posts and LinkedIn posts. This is a real time saver. It allows me to surf the news sites, find an article I think will interest people (adventure, interesting history, writing themes are what I like to read & post about) and press a button at the top right of my browser, Chrome, and the item link is auto-posted at whatever time I have set up in buffer. This is an amazing tool. I still use the free version daily.

4. Tweetdeck. is another great free tool. Instead of us having to open Twitter for each account and check messages, follows and @Connects, each account is on screen all the time. Using Tweetdeck I can respond to everyone who mentions my Twitter name in a post, wants to ask me a question or say anything to me. Tweetdeck has transformed the way I manage multiple Twitter accounts. My goal is to reply to everyone within a few hours of them sending me a message. It also allows me to schedule Tweets & retweets for later in the day. I believe Tweets should be spread out through the day.

5. Tweepi, for adding followers every day. I can add 50 followers who might be interested in my books or social media support services in about four minutes with Tweepi. I can also unfollow people who won't follow me back and people who have stopped using Twitter. Tweepi is great for building your follower base. I see it as tapping people on the shoulder and saying "follow me back if you are interested" and then leaving them alone if they are not. I see no reason to read people's Tweets if they won't read mine, so that's why I unfollow most people who don't follow me back. There are some exceptions though. I follow some media people and amazing Tweeters and never unfollow them. And I put them in a Twitter list to make sure I can see their Tweets easily. I love Twitter lists.

These are the main tools I use for building my presence on social media daily. I have no commercial connection with any of them. I love technology, so that makes it easier for me to do all this. Please add the tools you find useful below, so we can all share what works with each other.

Thanks for coming by. To support this site - over 60 free posts so far on social media for you to explore - please buy my guide to social media. And enjoy!

5 reasons to outsource your daily social media chores

Social media is time consuming. I know. I get up at five am most mornings!

Here's why outsourcing your social media chores is a good idea:

1. You'll get more from your social media presence or you can fire us. There are real benefits to be squeezed out of social media. Demand that they happen.

2. The social media world is changing fast. Social media consultants stay up to date with what's happening to make sure you do too.

3. We give you the facts through a monthly report, who's following, what they're engaging you about, what we will do the following month to build your presence. 

4. It's a way to control the cost. If you have valuable people creating blogs and posts are they doing their day job? Don't let social media slow you down.

5. Get results. The objective of a social media chores service should be to help you achieve yours.

Email me: lob@yourasms.com with any questions on the social media "daily chores" service we provide.

The Social Media Puzzle: Piece #6 Can social media bring about social change or not?

There are a number of commentators who belittle social media as an agent of change. I disagree with that view.

For me social media is as much an instrument of change as radio was in the 2nd world war. It is simply a means of mass communication - a some-to-many communication system where about 10% of users create about 90% of the volume.

As for creating social change, the facts are that during the week President Mubarak resigned the number of tweets about political change increased ten fold in Egypt. That fact was taken from a study by a Professor Howard at the University of Washington reported here.

In addition videos featuring protest and politics were watched over 5 million times and the amount of online content about the political situation increased dramatically.

And at the time of the Tunisian revolution 20% of blogs were discussing the president, Ben Ali.

This wave of communication about social change spread throughout the region creating movements in a wide variety of Arab countries. Governments tried to crack down on social media in the region, but that seems only to have created a greater urge for information.

Now, it is true that we do not know how the new governments of Libya, Tunisia and Egypt will perform in the long run for their citizens, but to deny that social media acted as a communication tool, which aided change seems willfully blind.

Before this period the despotic governments in Arab countries seemed immovable. Now everyone in the region knows that social change is possible. Social media helped to make that a reality.

To support this site - over 60 free posts so far on social media for you to explore - please buy one of my novels, The Istanbul Puzzle or The Jerusalem Puzzle or my guide to social media. And enjoy!

The Social Media Puzzle: Piece #5 Is there evidence that social media is worth all this time?

There has been a constant drum beat in the media over the past few years of Luddite criticism of social media. They claim that it is all a waste of time, that social media is banal and trivial.

For those of us who value technology there has to be more than blind faith to counter such views. Fortunately, a recent scientific study has shown that social media is linked to increased intelligence.

The study, by a team at Trinity College, Dublin, replicated the evolution of social interaction over 50,000 generations. It claims to have found a link between sociability and intelligence.

Professor Andrew Jackson and research student Luke McNally conducted the research. They used neural networks and games to simulate how humans interact in society and learn.

The findings will be published in the Proceedings of the Royal Society B, the biological sciences journal of the Royal Society in London.

My personal view is that social media forces cooperation and openness. To do otherwise on social media would lead to being flamed as a troll. Cooperation and openness lead to increased learning, as your reading of this article illustrates, which will inevitably leads to increased intelligence.

Whether I can claim that reading this blog leads directly to increased intelligence is probably a step too far though! I don't think every Tweet or post is symbol of progress, but there are enough positive ones, I believe, to make it obvious that social media is of benefit to humanity overall.

To support this site - over 60 free posts so far on social media for you to explore - please buy one of my novels, The Istanbul Puzzle or The Jerusalem Puzzle or my guide to social media. And enjoy!

Interactivity on social media

Getting people to engage with you, to contribute to your blog or your Facebook page is an important element in getting social media right. Why? Because people are more likely to remember you and come back if they engage.

But how can you get people to engage?

1. Ask for participation often. Let people comment anonymously and by using their social media identities if they prefer.

2. Make engagement the centerpiece of the post or for a period on your site. Ask people to post their own links and to talk about what they do. Sure, you will get some people putting up advertising, but if the links are too much you can always simply delete the ones that breach your guidelines.

3. Ask people to post images. You can run a contest for the best photo of your product in a strange situation for instance.

4. Ask for text contributions or submissions of some type to win a review or some other real prize.

5. Build community in from the start. Facebook group are a perfect example of that. Start a group. People know what's expected on LinkedIn and Facebook groups and on other sites with groups or tribes.

6. Make your post about a burning issue. Take a stand and ask for contributions. Make it about something important and up to the minute and make your contribution genuine and open.

7. Be persistent. Don't give up if it's difficult at the start. Give it a reasonable amount of time, but don't forget to move on too, if you need to. Social media is about balancing experimentation with persistence.

In the spirit of this post, please make your own suggestions below as to how to improve interactivity and post a link to your own site so we can see what you do and visit you.

To support this site - over 60 free posts so far on social media for you to explore - please buy one of my novels, The Istanbul Puzzle or The Jerusalem Puzzle or my guide to social media. And enjoy!

Social Media in practice #1: A London premium property site & Twitter feed

There are lots of great posts about social media theory. This post is the 1st in a series about putting the theory into practice.

A small property agency in London has been looking to update their web site. They have been getting few hits on their traditional site, and have to advertise offline and online to drive telephone calls to their offices and increase sales of their rental properties and for sale properties.

Over a 2 day period I created the following blog:

http://allyttaproperty.wordpress.com/

It features a listing of properties prominently and is almost a crossover between a property listing site and a blog.

I then created a Twitter account:

https://twitter.com/AllyttaProperty

The parts that took up most of the two days were deciding on the Wordpress template, I tried four before picking that one, getting the most out of the template options, and putting all the images into the right format.

The Twitter account will slowly follow people interested in property in London. Already, within 6 days, it has 106 followers. A few of these will be likely clients.

The Twitter account tweets a 50% mix of links to the Allytta blog and 50% London property industry news.

Some say this should be a 25% ads to 75% news mix, but with the people the Twitter account is following being interested in property and there being no question that this is a celebrity site suddenly pushing cola - a bait & switch technique. I think such a percentage is reasonable. The Allytta Twitter account is 100% up front about what  you should expect if you follow it.

It will be some time, 3 months I have suggested to the property agency owner, before we know what impact such a linked social media to blog/site will have on sales. Come back here each month and I will update you on progress on this real life example of the use of social media for an SME business in the UK.

Now, the fact that it only took me two days to set up a reasonable looking site and social media strategy for a small business made me think about a few things:

1. Why do some web design agencies charge so much for sites?

2. Why are there still so many static web sites, which are not using Twitter to reach out to potential clients?

3. What else should I be doing for Allytta to show them the practical benefits of social media?

I have considered Facebook & LinkedIn options, and they will probably come in a few months, so it is really other ideas I am hoping you might contribute for us all.

Pinterest, if we have some great pics of some of the apartments with flowers and lovely meals on the table would be nice, I think, but would it generate sales?

What do you think? What have I missed? What social media strategy do you think works?