by christine | Nov 22, 2012 | Branding, Business Success, Interactive, Social Media
The Social Media skills now required to maintain a good social media reputation has evolved. Most of us (businesses and brands) have our social listening strategy in place, writing content and posting on our social media accounts. So…how is it going? Are you monitoring your accounts, interacting with your followers on each account? If you are, good. We all know that it’s imperative to listen to what your customers have to say… as this will keep your brand honest and transparent.
Does your social media strategy include the necessary social media skills?
Being proactive in your social media accounts has never been more important. With the daily launches of new social media blogs and sites, keeping on top of your brand’s social calendar takes time and resources. Don’t lose faith! These efforts can and will be reap Brand rewards in the end. Engagement with your customers is imperative to keep the “stickiness” on your sites and also loyalty and trust with your brand. More importantly understanding and knowing how to handling both positive and negative feedback properly can be indeed a powerful tool to gain loyalty from your target audience and enhancing their experience with your brand. Keep in mind these steps below to become socially proactive:
1. Proactive and engagement on your social accounts should be your primary measurement of how your brand is doing. Keep an active conversation with your customers, so when and if a problem arises you can respond quickly with a solution
2. Respond Quickly to all Social Media Feedback, especially negative.
3. Don’t script your response. Be human and sensitive… an actual “real” live sensitive caring person (customized responses will go a long way to creating a supportive community online).
4. Support your response with detailed information; again give qualified information to help turn the negative experience into a resolved, positive experience. (We all remember being on the other end of those endless customer automated phone messages…that keep telling us to press the next sequence of number’s to get help, but in the end, it feels like we are on a never ending carousel spinning round and round, and in the end we hang up out of frustration or just get lost in a loop of unhelpful automated annoying computer generated voices.) We want our customers to feel that someone is actually listening and with a positive timely response your customers will probably post a very sincere thank you back and become a loyal customer in the end.
5. Dedicated customer service email and resources are a must. In support to #3, you have to specifically set up for your social media accounts. This will help garner a great customer support service within your social media communities. You should allow for a dedicated resource for these platforms to monitor what’s being talked about online and also join in on the conversation to build strong relationships and provide positive customer experiences.
6. Be Honest and Transparent…this will go a long way for validating that yes we all make mistakes, but lets work together to fix it and make it better by actually listening to what your customers are saying.
7. Be Empathic, stay objective. Look at it from the consumers point of view, have all your facts and as said earlier try to resolve as quickly as possible.
Now to make it all work! Now that you have your social listening strategy, resources, and your social customer service in place you need to add some tools to help you get the edge on your competition by taking charge of your social media and your online presence. You can start with some free resources and or customized packages. No tools work the same, so do your research. This is just a small sampling of links below to get you started:
RSS Feeds, Google Alerts, Track Tweets, Comments and Discussions on fan boards, etc, and Netvibes
Want to know more about social media? Download Social Media Understood here.
Please feel free to add comments, tips, and suggestions; I always like to hear how other people adapt new strategies to their social accounts. And remember be Proactive!
by Miriam Hara | Apr 3, 2012 | Advertising, Branding, Business Success, Creative
Way too often, ads are filled with too much information and lots of copy. How does that happen? Why does it happen? I can almost hear the collective grumble from all my peers saying…. “Clients!” But I believe that laying blame at the doorstep of clients, absolves us, the creative professional of any blame. I believe as Creative Professionals, it is our role to accommodate but also to advise. In my experience, once you explain the reasons why you shouldn’t do something , or even show them what is being compromised, clients really do get it.
Just think back… even recently and consider this:
- Ever watch a TV commercial and say, I don’t get it?…. or worse, what’s the brand? Remember the Head On ad?
- Drive and spot an outdoor billboard and you can’t read the caption because there’s too many words like the one below…. and the type is so small?
- Flip through a magazine ad and miss the total point of the ad? Like this one.
It always amazes me that there are ads that actually get to the marketplace without a clear single focused message. Or the creative is sooo out there, that it doesn’t circle back to the brand or to the product. This is a particular pet peeve of mine, as I just recently wrote an entire blog on this issue! An ad (any kind of ad) shouldn’t be closing the sale…. it should be generating interest… It needs to communicate benefit and to engage consumers enough so that they take action. Ads were never meant to replace sales people! They were meant to increase awareness of a product and service and increase the knowledge of the benefits within that product or service. Ads are meant to get traffic, whether it’s a website or a physical location.
So the next time you face a challenge, think back on what makes you a creative professional. Advertising isn’t about pretty pictures and for it to work there are certain protocols that need to be followed. At times it can be challenging, but that is what our profession is all about. How often are we faced with and given mountains of information to decipher and create a single succinct statement that says is all. Or given so many logos and visual elements to layout into a visual flow that directs the consumer’s eyes and makes sure that the main message is delivered. The minute we let go of this basic standard, then everyone and anyone who owns a computer can “create” an ad. All they need is Indesign or Illustrator knowledge.
by Lindsay Sleightholm | Mar 8, 2012 | Business Success, Creative, Design
Okay, so as designers, we all loved “You know you’re a graphic designer when…”. For those of you who weren’t around or don’t remember, this was a viral list of some of the many oddities and unique characteristics that describe graphic designers. It was a little tongue-in-cheek, and for the most part, it really rang true.
When it first hit the web a number of years ago, it was extremely well received. I remember being huddled around a single computer in the studio with the rest of the designers. We all shrieked in delight about how much we related to it and about how much we really had in common with each other. Many similar lists spawned from the same idea. You can Google pretty much anything on the end of “You know you’re a” and come up with a list.
But, why did we like it so much? Perhaps because we felt someone took the time to get to know us. Well, they may not have really known us, but they touched upon aspects of ourselves that we could relate to. Someone articulated things about who we were that we may not have even realized. And, they not only made sense, they made us laugh and think about ourselves in a different way. That connection is what we gravitated to and why we shared it with everyone.
It is that same connection we as creative professionals still strive to achieve with our design and communications. We want our audience to know that we took the time to get to know them. We want them to think about something differently. We want to appeal to who they are as individuals and provide them with a message they can relate to.
In a world that’s getting a lot smaller, where we’re constantly inundated with messages – a lot of which are just noise – we want to have a clear voice that can speak to our audience and achieve that desired connection. So, how do we do that? We ask questions, we listen, we share and we learn. We then take what we know and apply it to our work. Hopefully, at the end of the day, that attention to detail has made a difference – not only in what we say, but how we say it.
On that note, how about reviving the list for today’s designer, just for fun? And this time, let’s make it a quiz… are you a graphic designer?
- When selecting a greeting card, do you opt for the better design over the perfect sentiment?
- Do you ever wonder how it’s legal to have the names of street signs horizontally scaled to fit the allotted space?
- Have you ever tried to command/control ‘S’ while reading a web page that you weren’t finished with?
- Do you feel that if someone touches your monitor it’s an intrusion upon your personal space?
- When you discover the list of web safe fonts has been added to, do you feel the need to high-five someone?
So, how did you do? Or, better yet, what questions would you rather ask?
