Consumer opinion has a massive influence on purchasing choice. So how can big and small companies engage and benefit from the social revolution?
During a scheduled flight on United Airlines, the lead singer’s $3,500 guitar was damaged. He spent the next nine months trying to get compensation from the airlines but with no success. So he wrote a song and recorded a video about his experience.
When the video was added to YouTube, the reaction was staggering: more than 3.8 million people watched it and some 17,000 left supportive comments. A large number said they would boycott United Airlines as a result. The video made its way on to mainstream media and when the song was released on iTunes it became the number one country track.
During the same period, United Airlines share price dropped by 11 per cent.
It may never be possible to quantify exactly how much revenue United lost because of the event but we can be sure of one fact: in a world without social media, the original complaint would never have mattered.
Some companies have started not only to understand the importance of social media sites but they are beginning to understand how to use them.
Look at another airline, Southwest, who started their social media strategy several years ago.
A team of 30 employee bloggers update their sites regularly and receive a healthy 70,000 unique users a month. They have 8,000 followers on Twitter while their LinkedIn platform allows the company to connect to the business world.
YouTube is used to illustrate the human side of the airline. Take Dave, the rapping flight attendant. His mid-air performances won him a TV interview with the US talk show host Jay Leno. When his rap at the shareholders’ AGM appeared on YouTube, traffic to the Southwest website rose by 11 per cent.
If your an entrepreneur running a small business, its time that you harnessed the power of social media.
To help you take the first steps, here are five quick tips for engaging with customers through social media.
1. Take the time to listen
Find out where people are congregating, tune in to what they are saying and monitor the conversation closely. This information, if properly interpreted, should form the basis of tactical intervention which would have helped United Airlines. It should inform future social media marketing initiatives.
2. Who is talking about you on which social media channels?
You have followed the discussion, now you should be looking at segmenting your social media audience. Who is using what site? Once you know you will see patterns emerging. You will know how to respond and appeal to the various groups. Divide this audience into passive and active members of your community. Both are important.
3. Now get involved
Based on what you have learned so far, set up some short term aims.
Jumping straight in can look like blatant advertising which does not hold much ground in social media circles. Instead, start making friends with key bloggers, or relevant twitter users with large numbers of followers, or launch some basic social media apps. Make sure it’s relevant, interesting, useful and genuine.
4. Engage with and start growing your audience
Now that you have a basic presence and you are active in social media space, there are various approaches such as content seeding, more in-depth social media apps, the growth of fan pages on social networks and increased activity through blog channels. This is the time to start running media specific campaigns targeting different groups and demographics.
5. Start providing spaces your audience can populate
Brands can now consider creating their own social network, blog or community sites. This gives the audience – who hang out in multiple locations across the web – a place to come together, get involved and make a difference. With the rapid decrease over the last two years in the costs of building and running a social network, this is now a viable option that has massive benefits for customer acquisition and, more importantly, retention.
Ultimately social media is here to stay. Those companies who choose to engage properly will reap the rewards.
Those who don’t could end up being the next United Airlines…Steve Richards is managing director of Yomego, a social media agency working with the likes of MTV, Viacom, Entertainment Rights, Five and GMTV. Related articles Do you speak geek? Brent Hoberman and Michael Birch invest in Twitter venture Meet Britain’s most "wired" landlady
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