There's a couple of areas we want to cover when looking at 2011, that of being social, and going mobile. I've split them in to two posts to keep these nice and short. Firstly, we take a look at the changes in social media we see in 2011.
Thanks
Emily
BE SOCIAL (don’t just do it)
Customers want brands to display social etiquette - listen, value opinions and remember information about your acquaintances and friends.
Show you are listening
This year customers will continue to share their frustrations and good experiences with their social networks. They’ll be asking questions in forums and the likes of Quora. They want brands to recognise and respond to their rants, raves and questions. Brands can set up social media monitoring and response guidelines to show they are listening.
Peer opinion rules
Before customers make a purchase decision they want to know what other people say about brands through peer reviews, forums, videos, photos, Facebook ‘likes’ and location based reviews through the likes of Foursquare, Facebook Places and Urbanspoon. To demonstrate how they value customer opinion brands can include social functionality in their websites, feature customer reviews and opinions alongside product information on their website and in-store
Get more personal as you get to know them - Social CRM
This year the brands who are jumping into social media monitoring will have access to a whole new world of ‘social data’. They will learn what their customers are saying, key themes of conversation, the kind of language being used and where conversations are happening. Customers are essentially telling brands what’s important to them. The brands who can translate this into their customer relationship management to tailor and improve the customer experience will have a real advantage.
Good examples of being Social
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