• Are you telling your brand story in social media?

Tag: relationship management

Relationship marketing is all about creating and maintaining engagement with your customers. If social media is an essential element of your marketing strategy, then that probably sounds familiar since that’s precisely the same thing that success on social media means—engagement.

Both relationship marketing and social media are about the long game, creating strong connections to you, your company, and your brand so that customers think of you first when the type of product or service you offer is needed. Not only are you top of mind, but you are also trusted so that your customers become your advocates. That means referrals, positive reviews, and new leads.

If that sounds good to you, then you need to start thinking about your social media strategy with relationships in mind. But how? Here are five sure-fire ways to use social media as part of your relationship marketing strategy.

Speak the Same Language As Your Customers

When you interact with your social media community, you want to be a human, not a corporation. That means you need to relate like a person, not a bot.

Encourage (or ASK) Your Customers To Provide Feedback Via Your Social Media Pages 

There is nothing wrong with asking for a review or a comment. Once you ask, be prepared to respond regardless of whether the feedback is positive or negative.

Think Fast And Respond Quickly  

You should not only be accessible, but you should be timely. That means reacting right away, not a week from now. Remember, you are working to establish a relationship and relationships require give and take.

Show Your Gratitude

Social media is a great place to say “Thank you!” and to tell your customers how much you appreciate them. Whether that’s by simply saying it or by offering a gift or discount to your best customers, depends on your goals. Regardless of how you choose to do it, let your customers know what they do to contribute to your success.

Be A Village

It’s not enough to have good one-on-one relationships with your customers. You need to build a community. Whether it’s a select group just for customers, sponsoring local get-togethers, or establishing a special online place for conversation, your goal is to connect with your customers and help them connect with each other.

There are many great reasons to establish strong relationships with your customers. It’s easy to think of the business reasons — more sales, better referrals, more repeat business. But there are also reasons for you personally, particularly for small business where you are likely to interact with your customers personally. Happy customers can mean higher job satisfaction, healthy interaction, and less stress. So what are you waiting for? Get started on your relationship marketing strategy now.

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Hollie Clere of The Social Media Advisor is a “#BeAwesome” Developer, Social Media, Brand Builder, Content Manager, Trainer and Author in LinkedInFacebookTwitterBlogGoogle+YouTubePinterestInstagram, and the tools to manage them.

Click here for Social Media TrainingSpeaking and Strategy Consultations.



We are all judgmental in some way. Think about it: we see someone, and based on their looks or actions, we judge them. Not necessarily a good judgment, either. It often happens without even knowing the other person. The problem is we become judgmental to feel better about ourselves in the short term. However, being compassionate with individuals instead leads to greater, long-term rewards.
Let’s look at social media as an example. Using social media allows us to express ourselves and provide our perspective, yet sometimes our comments can come across as being judgmental. This sets you up to be critiqued by others in turn.  It is easier to forget about the very real, living being on the other side of the screen. It is a vicious cycle and the only way to get out of it is to demonstrate compassionate behavior that others will want to copy.
How can you be compassionate on social media rather than judgmental? Here are some simple tips.
If you can’t say something nice, say nothing at all – This old adage is one we all heard growing up whenever we said something mean to another person. It is a concept to keep in mind when interacting on social media as well. Before hitting submit, think about whether or not it is a comment you would like to receive. If the answer is no, then it is best to not send it. The same goes for your own posts, flip the script and imagine it was directed at you instead.
“If you can’t think of anything nice to say, you’re not thinking hard enough.” Kid President

Watch your language – If you truly want to share your opinion and help someone, consider the way in which it is presented. Instead of telling the individual what they must do, suggest how you might do it instead. Avoid using words that are overtly negative, patronizing, or demanding. Instead use phrases such as ‘I find using such and such easier’ or ‘Personally, I prefer…’ this way you are demonstrating what suits you while providing them an alternative option.  The use of “I” statements is an effective technique in conflict resolution because it forces people to examine their own feelings and actions instead of pointing a finger at another.
Accept we are all different – What might work for you will not necessarily work for someone else. Why make them feel wrong for not doing things the same way as you?  For example, someone has chosen to use a particular system and is looking for help on it. Rather than tell them how the system you use is far superior, provide a few tips on making their current system easier to use. Perhaps they chose to do something for their own reasons or circumstances, which are probably far different than yours.
Once you are aware of behavior that comes across as judgmental you can start to change it into more compassionate behavior instead. Not only will you come across as a nicer person, but people will be less judgmental of you in return.

“Be somebody that makes everybody feel like a somebody.” Kid President


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Hollie Clere of The Social Media Advisor is a “#BeAwesome” Developer, Social Media, Brand Builder, Content Manager, Trainer and Author in LinkedIn, Facebook, Twitter, Blog, Google+,YouTube, Pinterest, Instagram and the tools to manage them.



Friends come and go. It is a natural part of life. We grow up. We move. We change jobs. Throughout it all, the one constant is usually change. Occasionally, you may want to reach out to an old friend, or colleague, but navigating this process can be cumbersome. However, you can reconnect in so many ways, from social mediamessaging to good old fashioned hand written letters. If you want to kick it old school, you could even pick up the phone and make a call.  
Do a Little Research

There is always a reason to reconnect with someone, whether it is just to re-kindle a friendship or make a business connection. Once you know your reason then it’s time to do a little research to help guide your interactions and avoid possible awkwardness. Keep in mind the reason why you lost contact, it may be awkward to reconnect if the reason you stopped communicating in the first place was a bad one.
You may have known the individual very well a few years ago, but are you in the same place you were then? More than likely not and neither are they. Take a peek through their social profiles to see what they have been up to and what is currently going on in their life. You may find an opening to use to get in touch with them. Popping a Happy Birthday message across and following up or commenting on a picture are both great ways of softly reconnecting.
Connect!

The simplest way to reconnect with someone is by sending them a message, but avoid the generic ‘HI, how are you?’ lines as this usually leads to a short awkward conversation. Using your research try sending a more detailed question such as ‘Hi, saw you went to Hawaii this year. Did you have a great time? I went last year and stayed at (hotel name). Where did you stay?’. You are opening a channel of conversation based around a common topic. This could easily lead to branching out into other topics and building your friendship again.
If you are looking to connect with an old colleague the utilize some memories of working together, or find something that you know will interest them to share. Avoid coming across as a cheesy car salesman pushing a proposal that may not even tie in with their current activities. 
Reconnecting and building new relationships with people can be nerve wracking for some and does not always pan out but taking that risk and sending them a message does not cost anything and could result be socially beneficial. The holiday season is a great time to reach out and wish people well and ask how they are doing.
Who will you reconnect with this week? 

Be sure to Follow us and Let’s Engage!
Hollie Clere of The Social Media Advisor is a “#BeAwesome” Developer, Social Media, Brand Builder, Content Manager, Trainer and Author in LinkedInFacebookTwitterBlogGoogle+,YouTubePinterestInstagram and the tools to manage them.



Marketing strategies are not created equal. While everyone has a perspective on which is the most effective, two common ones that get lumped together are “relationship marketing” and “lead generation.” These two marketing strategies are not the same thing.

Relationship marketing involves the use of “direct response” campaigns that emphasize customer retention and satisfaction. This type of marketing strategy creates a bond with the customer through narrow market targeting, tailors offers to their customers, and usually demands a response that can be tracked by the marketing team. This typically requires an email address so that the company can contact the individual directly for exclusive offers, maintenance follow-ups, and unconverted leads. Relationship marketing is about the long-term value of a loyal customer and the connection that can be built beyond typical ads and generic sales promotions.

Pros:

  • Allows companies to tailor taste profits based on the customer’s preferences, activities, etc.
  • Focuses on customer satisfaction
  • Increased customer retention by enriching the purchasing experience
  • Brand loyalty becomes more commonplace
  • Referrals come from loyal customers


Cons:

  • Cost of acquisition is steep at the beginning in both time and money
  • Slow-moving marketing platform that requires patience as referrals build
  • Networking, not everyone’s forte, is a central piece in developing business relationships


Lead generation, however, focuses on the sales lead side through newsletter sign-ups, marketing referrals, events, etc. This is a key part of the purchase funnel method and is associated with pipeline marketing. It’s less personal than relationship marketing, but very effective in gaining new potential customers. Lead generation usually requires an opt-in of some type. Examples include landing pages, online surveys, and brand specific opportunities. Like relationship marketing, lead generation requires an email address to convert leads into customers.

Pros:

  • Build a list quickly
  • Ensures that your clients and customers want to be there (opt-in)
  • If combined with a sales funnel, this method can run itself via newsletter drip campaigns after the initial set up


Cons:

  • A relationship isn’t really built until they “opt-in” to something you offer
  • High turnover rate
  • If done poorly or in a sleazy manner, this can destroy your reputation (Don’t offer something you’re not willing to follow up on!)

Both relationship marketing and lead generation have their strengths and weaknesses, but the best marketing strategy involves a combination of the two. Ensure that you track the results for each style so that you can adjust your strategies as needed to ensure a long-term quality experience for both you and your customers.

The team here at The Social Media Advisor prides itself on developing their business through relationship marketing but also comprehends the value of lead generation and prospecting. A healthy balance of both can be extremely valuable for any small business. Want to find out more? Contact me to book a discovery call to find out how we can help you #BeAwesome with your marketing strategy. 



~ Social Media is changing the way people do business.  Don’t get left behind ~ 


Be sure to Follow us and Let’s Engage!

Hollie Clere of The Social Media Advisor is a “#BeAwesome” Developer, Social Media Brand Builder, Content Manager, Trainer and Author in LinkedInFacebookTwitterBlogGoogle+YouTubePinterestInstagram and the tools to manage them.


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