To surrender or HTFU and get on with it!

What does social media marketing mean to you? Are you ready to step up and be accountable? Do you want to stand out from the crowd?

Responses to social media media marketing:

“I have removed all my contact details so no one can even search for me”
“Why write something when it wont get read?”
“I don’t have the time”

Social media marketing isn’t about today, or even tomorrow, it is about the future. It isnt going away. You either choose to engage or you surrender. Social media marketing is here to stay


Response and reputation strategy…… Part II – Take no prisoners!

With almost everyone having internet access, it is easy to find complaints about products or services.

It is an art to know how and when to respond.

Check out this video on tactics for social media responses:

Take no prisoners! Social media tactics explained.
by: resourcesnz

Next time: The really cool weapons… training provided.

Response and reputation strategy…… Part I – Harden up and dont take it personal

“Mistakes are a fact of life. It is the response to the error that counts.” Nikki Giovanni quotes (African-American Poet, b.1943)

How and when you respond is vital to any social media marketing strategy. Like in the real world – not everyone is going to like you. Harden up, take it on the chin and acknowledge your weaknesses.

I believe Marty Weibtraub summed up reputation management well in his publication “Nine Essential Tactics for Reputation Management in social media” I have summarised the article below.

Expect to make mistakes. “nothing ventured is nothing gained” and forgive yourself in advance for inevitable screw-ups. Social media is just that: social. Humans tend to be unpredictable, especially in groups. Not everyone is going to love you.

Do not lose your cool When rejected, it’s normal to feel hurt, anger, sadness, and even rage. Count to 350, wait until tomorrow, eat some comfort food, or find another way to chill out.

Fight fire with water, not fire. When some social media twit unfairly flames your company (or you personally), it’s tempting to nuke them. There’s very little comeback for the provocateur if his or her rant is met with the response, “Thank you for the insight. We appreciate you raising your concern.” Online or off, this approach is a timeless technique for dealing with angry customers.

“Dont upset the Natives” Respect the indigenous cultural and join in to preserve what’s best about the community. Give a hoot—don’t content pollute. Never spam.

Don’t bash the hornets’ nest (i.e., intentionally provoke).

Cast your ego aside. When you are attacked in social media and every fiber in your body wants to throttle someone because they’re so totally wrong, check your ego and take a breath. It doesn’t matter if your side “wins” if the flamers have already burnt your reputation down. It’s rather difficult to unring a bell.

So the key takeaways from this blog are: dont take it personal, think about what your response will be and save it, finally “once live it is live! – there is no going back”

Next Blog: Response and Reputation Strategy : The stages of war and how dangerous is the threat!

“To answer? That is the question….”

A good name, like good will, is got by many actions and lost by one.
Lord Jeffery

Customers are now talking about your product, your service or even you – the good,the bad or the ugly… What should you do?

Like in the military, high tech communication tools help you to avoid war at all costs. Use today’s intelligence gathering tools to manage your response strategy.

If you respond without good thought your reputation is at risk. Think before you say anything. Take time to respond, save it for later and then read it again. Once it is live, it is often there forever….

Respond to posts like they have contacted you directly – think about if they rang or emailed how would you deal to it.

If you choose not to respond, social media sites can escalate the “minor” problem into a “major” one. Check out this Youtube titled “United Breaks Guitars” – a mere 11,348,000 hits!

If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.
Jeff Bezos, CEO

At the end of the day, online social media sites are just another way to offer a better customer experience. It’s how you deal with the good, the bad or the ugly that is vital.

Next time – Reponse and Reputation Strategy… how, why, when and what you should say…

How to stay engaged in battle..

You know “how” to engage with your customers and “what” vehicles you are going to use. Now you need to work out the “when” .

Discipline is essential for social media activity. This article gives examples of scheduling.

What should you do:

1. Set achievable goals then write a plan – one plan does not suit everyone.
2. Work out how much time you have to monitor sites and to engage in activity.
3. Be realistic – it isnt going to happen in one day.
4. Be consistent. Dont disappear one day, then come back with a hiss and roar.
5. Bite off little chunks at a time – then it isnt so daunting.

When it just seems like a lot of work and you arent getting very far.. remember the little engine that could.

Social media marketing is about listening. Tools to monitor the sites are essential to your productivity. Here are two I have found useful… more will be introduced in further blogs.

Flipboard: Your social media magazine. This is available for the iPad and iPhone. Add all your social media sites to it and you can view them from one location.

Hootsuite: Your social media dashboard. For all platforms.

So the key messages for this week are plan, then be consistent with regular activity. Start monitoring what is being said about you. Next blog: “To answer? that is the question”

Right artillery wrong ammunition

Utilising the big guns (Facebook, LinkedIn and twitter) for business requires commitment, discipline and dedication. A soldier can’t go to war without the proper preparation and neither should you.

So how did I go about it? I worked on three key strategies:

Integration: vital to managing multiple social media sites. I checked out the tools to manage my communications.

Consistent messaging: I wrote down about 50 key words about my business, what we offer and also about myself. This standardized copy was used on all social media sites.

Content: Creating the SM sites is the easy thing. Make sure you have relevant, topical and regular content. I started writing what I am passionate about. It’s a lot easier to write about what interests you, then tailor it for your customer.

What was my war plan? Like my Facebook page and I will send you my Cheat sheet for SMM the actuals of how to.