4 Ways to Increase Share of Voice

Great post Jason, and very timely as more and more companies and brands stick their toes into Social Media.

I really liked the line, "In social media, its more important to be helpful than good" and would add that this is true for all interactions with customers regardless of channel.

The same goes for lollipops. Good customers expect to be rewarded. They know who they are and what they are worth. Rewarding them brings added value and elevates you from being a product with a name to being a brand so give them lollipops whenever you can.

Great stuff.
[rq=34115,0,blog][/rq]Relationship Marketings 5th Principle Relationships at Risk

Great post Jason, and very timely as more and more companies and brands stick their toes into Social Media.

I really liked the line, "In social media, its more important to be helpful than good" and would add that this is true for all interactions with customers regardless of channel.

The same goes for lollipops. Good customers expect to be rewarded. They know who they are and what they are worth. Rewarding them brings added value and elevates you from being a product with a name to being a brand so give them lollipops whenever you can.

Great stuff.
[rq=34115,0,blog][/rq]Relationship Marketings 5th Principle Relationships at Risk

RT @jaybaer: 4 Ways to Increase Share of Voice http://ow.ly/eE4S Love this post from Jay Baer. More relevant every day.

fantastic solutions to increase share of tour customer
thank you :D

RT @jaybaer 4 Ways to Increase Share of Voice | Social Media Marketing | Social Media Consulting - Convince & Convert http://bit.ly/4cV2oh

@jaybaer calls it - what are you doing to Increase Share of Voice? http://bit.ly/JoD4M

RT 4 Ways to Increase Share of Voice #BBDOplanning http://bit.ly/JoD4M (via @ProximityWW)

4 Ways to Increase Share of Voice #BBDOplanning http://bit.ly/JoD4M

4 Ways to Increase Share of Voice http://cli.gs/B5gpmH

4 Ways to Increase Share of Voice | Social Media Marketing http://cli.gs/B5gpmH

RT @chrisbrogan: Some gold from @jaybaer . LOTS of comments, too - http://bit.ly/BudWV

4 Ways to Increase Share of Voice | Social Media Marketing | Social Media Consulting - Convince & Convert: Are y.. http://tinyurl.com/njmcm8

RT @chrisbrogan Some gold from @jaybaer (on using social media effectively for business). http://bit.ly/BudWV

Worth reading. RT @chrisbrogan: Some gold from @jaybaer . LOTS of comments, too - http://bit.ly/BudWV

Taking your post, which is very clear and helpful, and Brett's 7-stage model, are you meaning this "community" is a non-company-branded community? Do you believe in a dual strategy of a branded community, plus the open communities in the social web?

- Walter @g2m

Taking your post, which is very clear and helpful, and Brett's 7-stage model, are you meaning this "community" is a non-company-branded community? Do you believe in a dual strategy of a branded community, plus the open communities in the social web?

- Walter @g2m

Love these points, Jay! Honestly, I wish that social media didn't cover the mediocrity of certain companies, but I guess it says something about said companies' efforts if they're getting out there and engaging with their community in an effort to make up for their inadequacies, right?

My fave: Putting faces to the brand! People like people. :) Simple as that.

Good stuff. :)
[rq=34656,0,blog][/rq]Twitter is Weeding, Not Killing, the Blogosphere

Jason I absolutely loved your line "Would you pick up your (800) number and just breath into the phone, listening to customer praise or complaints without saying a word?" So true and such a wonderful visual reference to make a point. We often call it "active listening", where people know you are listening to them. Often the best way to be "active" is to engage - help, empathize, ask questions, etc... And the thing is people give you credit just for showing up in many cases, whether you are responding to a positive or negative comment, a question, a need etc...

I would also build even further on your first point. Engaging with customers creates relationships and when given a choice between two comparable products/services people will generally always go with the people they like the best. It's human nature.

Loved the whole post. Great stuff.

@davidalston
Radian6
[rq=34599,0,blog][/rq]The Rockstars of Social CRM

Jay,

The issue of customer advocacy (building customers that advocate for your brand) is critical to development of a brand. Too bad few of them notice it.

It is also entwined in two areas dear to my heart: communities and experience management. I think that you hit some good points, but you need to emphasize more the integration that brand has to establish between the advocacy programs it has and the entire experience. It is not sufficient to hand out the lollipops at the time of advocacy, it has to be spread out throughout the experience. it has been my experience (no pun intended) that organizations that build awesome experiences have better advocates -- even without handing out lollipops at the end.

of course, crafting awesome experiences involve the rest of what you describe above...

nice post
[rq=34151,0,blog][/rq]Why The Obsession With Loyalty?

Great post Jason, and very timely as more and more companies and brands stick their toes into Social Media.

I really liked the line, "In social media, it’s more important to be helpful than good" and would add that this is true for all interactions with customers regardless of channel.

The same goes for lollipops. Good customers expect to be rewarded. They know who they are and what they are worth. Rewarding them brings added value and elevates you from being a product with a name to being a brand so give them lollipops whenever you can.

Great stuff.
[rq=34115,0,blog][/rq]Relationship Marketing’s 5th Principle — Relationships at Risk

It's amazing at how much "Giving Lollipops" works for both sides of the coin. Reaching out to the your detractors is sometimes more rewarding as you have the opportunity to turn around the voice and thinking of someone who may very well hate what you or your company does, and into a believer and someone who might now be willing to go to bat for you.

Fantastic points here, Jason!
[rq=34070,0,blog][/rq]#CmtyChat Kickoff

Great article. Just got back from the 2009 Social Recruiting Summit and a lot of what was said was based around a seven step social media model.

1) Unknown
2) Listening
3) Goal Setting
4) Participating
5) Monitoring
6) Engagement
7) Community

A lot of people are in the 1-4 range. Some are in the 5 range. Where Twitter, FB, and all these social media tools need to aim for is the 6-7, just like this article says. Engage with the content, engage with the people, and later, most likely much later if ever, you'll have a community. That's the goal for business today.

Love these points, Jay! Honestly, I wish that social media didn't cover the mediocrity of certain companies, but I guess it says something about said companies' efforts if they're getting out there and engaging with their community in an effort to make up for their inadequacies, right?

My fave: Putting faces to the brand! People like people. :) Simple as that.

Good stuff. :)
[rq=34656,0,blog][/rq]Twitter is Weeding, Not Killing, the Blogosphere

Jason I absolutely loved your line "Would you pick up your (800) number and just breath into the phone, listening to customer praise or complaints without saying a word?" So true and such a wonderful visual reference to make a point. We often call it "active listening", where people know you are listening to them. Often the best way to be "active" is to engage - help, empathize, ask questions, etc... And the thing is people give you credit just for showing up in many cases, whether you are responding to a positive or negative comment, a question, a need etc...

I would also build even further on your first point. Engaging with customers creates relationships and when given a choice between two comparable products/services people will generally always go with the people they like the best. It's human nature.

Loved the whole post. Great stuff.

@davidalston
Radian6
[rq=34599,0,blog][/rq]The Rockstars of Social CRM

Jay,

The issue of customer advocacy (building customers that advocate for your brand) is critical to development of a brand. Too bad few of them notice it.

It is also entwined in two areas dear to my heart: communities and experience management. I think that you hit some good points, but you need to emphasize more the integration that brand has to establish between the advocacy programs it has and the entire experience. It is not sufficient to hand out the lollipops at the time of advocacy, it has to be spread out throughout the experience. it has been my experience (no pun intended) that organizations that build awesome experiences have better advocates -- even without handing out lollipops at the end.

of course, crafting awesome experiences involve the rest of what you describe above...

nice post
[rq=34151,0,blog][/rq]Why The Obsession With Loyalty?

Great post Jason, and very timely as more and more companies and brands stick their toes into Social Media.

I really liked the line, "In social media, it’s more important to be helpful than good" and would add that this is true for all interactions with customers regardless of channel.

The same goes for lollipops. Good customers expect to be rewarded. They know who they are and what they are worth. Rewarding them brings added value and elevates you from being a product with a name to being a brand so give them lollipops whenever you can.

Great stuff.
[rq=34115,0,blog][/rq]Relationship Marketing’s 5th Principle — Relationships at Risk

It's amazing at how much "Giving Lollipops" works for both sides of the coin. Reaching out to the your detractors is sometimes more rewarding as you have the opportunity to turn around the voice and thinking of someone who may very well hate what you or your company does, and into a believer and someone who might now be willing to go to bat for you.

Fantastic points here, Jason!
[rq=34070,0,blog][/rq]#CmtyChat Kickoff

Great article. Just got back from the 2009 Social Recruiting Summit and a lot of what was said was based around a seven step social media model.

1) Unknown
2) Listening
3) Goal Setting
4) Participating
5) Monitoring
6) Engagement
7) Community

A lot of people are in the 1-4 range. Some are in the 5 range. Where Twitter, FB, and all these social media tools need to aim for is the 6-7, just like this article says. Engage with the content, engage with the people, and later, most likely much later if ever, you'll have a community. That's the goal for business today.