(Today’s post was written by a very special guest, Jacob Morgan. He’s a social media consultant of considerable prowess, and also manages a team of SEO specialists. He recently launched a new social media consulting firm called M&M Marketing. Read his blog (it’s great), and follow him on Twitter)
When you get involved in social media, there are a lot of things you need to think of and oversee, everything from strategy to implementation to community management. However, as time goes on and as a social media presence begins to grow it’s easy to lose focus on the consumers.
Making a consumer feel like they are a part of the community is hard. Making a consumer feel like they are getting drowned out amongst the crowd is easy. So as an organization what are some of the things you can do to let your users/customers/readers know that you are still there? Well, I’m glad you asked…
• Create a community site where your users can participate in organization decisions. You can use a simple ning site or do what starbucks did with their “My Starbucks Idea” site. The key here is for your users to see you acting on the feedback that your organization is receiving.
• Offer members of your community special offers or promotions that will help make them feel like VIPs. Give them a special 10% off of your next product or give them exclusive behind the scenes access or extra features that other people don’t have access to.
• If you have a blog then invite your readers to write a guest post on a relevant topic of their choosing. Make sure the guest author gets full credit for the post and with a link back to them.
• Send an email to all of your customers (on record) saying thank you for their continued support of your organization. Tell them how much you appreciate them and encourage them to share information about your organization.
• If your users and customers are talking about you (good or bad), then make sure you engage in the conversation. Comcast does an excellent job of this on twitter. Anytime someone mentions Comcast on twitter, someone is there to respond. Customers all know that Comcast is “there.”
• If you’re a large organization looking to spend hundreds of thousands of dollars on a magazine, billboard, or t.v. ad – create an appreciation ad instead of a product ad. The appreciation ad will speak volumes and will be much more effective then a product ad.
It’s important to let your customers know that you still exist, that you’re listening, and that you want to build relationships. What else can you do to let your customers know you’re still there?
(photos courtesy of Jacob Morgan and by Tanakawho)