Marketing, Relationships and Social Media

We begin, by addressing some basic questions and assumptions first, superficially and briefly here.

Social Media is a disruptive concept, it is essentially an engaged interactive relationship, or it should be, as well it is a Marketing and Relationship creator, nurturer and building tool, all to add to the perception of your brand.

In Marketing, you need to define exactly, what is the market for your specific product or service, then you as the provider, the seller, create and build the relationship, which generally works by providing content that engages with your market. All of this work and content, is to build a relationship, a separate entity so to speak, which is feed and nurtured by both sides, in the case of the company, at some time, a option will be provided to further build the brand relationship and give the customer the option to leverage or in fact contribute to the relationship by perhaps engaging with the Companies content, quizzes for example, this has the effect of deepening the relationship.

Note this is important: Social Media is not a direct Sales Path

1. What is the function of the Internet?

Simplistically, lets start by looking at what the Internet is good at, besides the obvious world wide connectivity issues … access to almost any type of information at any time (with some of it actually true) and the ability to allow for quick and easy access to all sorts of information, and the ability to connect with people, products and services worldwide. One thing though, the internet is just an communication platform, an enabler if you like. It facilitates spontaneous and interactive communication in real time.

Primarily where the internet has come into its own, is in its ability to form communities … and allow for the connection of family, friends, interest groups and commerce, to in fact act as the global replacement for the town square, the meeting point, the notice board, the coffee shop, where people can easily connect for a wide variety of reasons, such as to stay in contact with as well as to develop and maintain relationships with family, friends, special items of interest, education, news and their community just for brief example.

Finally, the internet is only a electronic platform, the function being that it facilitates communication. What is primarily important about the internet is not the electronics but its content and the ability to engage and communicate with others.

2. What is Social Media ?

Firstly, Social Media is a truly disruptive concept, which can markedly change how you company is viewed and interacted with in your area, or globally, depending on your footprint.

Social Media allows using the infrastructure of the internet the potential to build a relationship, which will allow (if properly setup) for social communications between at least two parties in a commercial sense. It allows for the exchange of ideas, ideologies and user generated content of a a huge number of diverse types and interests. In simple terms it provides the technology which can allow the parties to create, nurture and build a relationship, in human terms.

Very few organizations have any idea what they are doing!. The other day I was speaking to a friend of mine and he said to me … Organizations try to use Social Media as a sales path, which it isn’t, as well Social Media’s main function from a business point of view is to allow the formation and maintenance of relationships, by providing the information, tools and engaging content to build credibility, as part of the fostering the brand relationship and by this, support a relationship between the two parties. At some point, it may be possible to leverage the relationship at the choice of the customer, by requesting involvement from the customer is some form, while still investing in the relationship

Too often, for organizations Social Media is used to try and close a sale, customers on the other hand want a relationship, so this is what is wrong with most people involved with Social Media, they try to close, this is flawed, but similar with many other types of ego driven entitled relationships from adolescent boys onwards.

There is a huge amount of content to cover here .. these are some of the items that I will need to look at..

  • What Social Media is, and what social media isn’t
  • All business is relationship driven
  • How to heal the disconnect between companies and their customers
  • Social Media is not Mass Media – this is important.
  • Engagement Strategies
  • Trust is the foundation for all relationships
  • The disconnect between Companies and customers
  • Everyone in your organisation supports the brand .. in other words all employees are part of your sales effort..
  • The de-personalisation of the customers, and the flawed paradigm that underlines the MBA programs
  • Customers want a relationship, they want to be valued, they want their voice to be heard, it you don’t ..
  • I know it is an old adage, but you really want to give a customer what they want in a fair contract and great after sales service  .. if you want your company to grow and survive.
  • Listen and consult with your customers in anything that will change the customers experience of your product or service.
  • Now and more Importantly in the future as new generations come, there be a story behind your advertising strategy – to build the relationship with your customer.
  • Social Media Platforms such as Twitter, FaceBook & others, their strengths and weaknesses
  • Klout and PeerIndex .. are they needed, what function do they fill
  • The Social Media relationship paradigm +++++++

One thing you must remember however, is to ask yourself the question, why is so much of the Internet and Social Media free ?  The answer is simple, because you are the product that these platforms are leveraging, at the end of the day, they care only about how you can help them, they have little regard for you as a individual or the safety of your information, they will use and leverage your presence and your information is anyway they can, that is legal and otherwise for their own benefit … so beware.

In my view this kind of attitude is the very antithesis of what Social Media is … but there is an underlying mismatch between management styles here, as although the market segment they are working in is Social Media, they bring all the baggage from worst parts of old media and old business to this new sector, this is why it doesn’t mix well.

My view is that companies, including legacy companies from the transport and communications sector that do not embrace social media and hence change the way they relate to the customers will within 20 years be found only in history books.

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  1. January 6, 2012 at 11:00 pm

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