Do you participate in social media marketing as a way to grow your business and increase sales? If so, do you have a social media marketing strategy? Have you ever considered creating a social media marketing architecture? Do you know what “social media marketing architecture” means? If not, you’re not alone.
Many businesses (even big ones who are actively marketing themselves through social media marketing channels) don’t. Which is a problem: All the time, energy, and money in the world spent on social media marketing won’t produce valuable results if it’s done in the absence of a solid plan and clear strategy (architecture).
A good
social media marketing strategy (architecture) involves first deciding what your business’ goal is -- drive traffic to your corporate site? increase sales? gather new leads? lead conversion? more or better press? The next step is to decide who your audience is (your ideal customers/clients) and to figure out where they are online (what channels) and how best to reach them.With those things in mind (what you want, who you want it from, how you’re going to reach them, and how you’re going to motivate them to do what you want), dedicate some resources (time, staff, and budget; determined as part of your strategy creation) to those channels.
As you move forward, ensure that you stick to your plan (strategy) and have monitoring tools in place to that you can measure the efficacy of each effort (on each channel) and make changes to your architecture as needed. There are countless channels online today. Deciding which ones you’re going to work in (access) can be overwhelming. And depending on how they're used, combined, and leveraged can be the difference between quick and measureable success or wasted time and money. But this needn't be daunting; you don't need to reinvent the wheel. In fact, you can (and should) start small and simple: Choose the channel where most of the population (and, as such, probably a big cross-section of your audience) is already active!
That’s Facebook.
And whether or not you think Facebook is necessarily the right fit for your company or brand isn't really the point. If that's where your audience is, that's where you need to be -- interacting with them on their level and in the place most comfortable and convenient for them. (This can be a great testing ground too. From here, you can learn where else your audience is online.)
So, if you agree (you should) and decide that Facebook is one of the channels you'll explore, here are a few key things to consider:
Quality of conversations (and, ultimately, conversations) over content. That's not to say you don't have to post things that are relevant, timely, and of value to your audience, but getting them to interact with you in a meaningful way is definitely the most important factor.
Customer service is still paramount. You should treat your friends, fans, and followers as you would a real-live/real-time customer (in your store, for example). Customer service is as important here as anywhere else. In fact, perhaps it’s even more important, thanks to the speed at which news and views are shared online (read: like wildfire). Sentiment about your business can change in the blink of an eye. So following up with customers’ questions and concerns quickly is key.
Listen. Let friends, fan, and followers (your audience/customers) drive the conversation. Post/promote things you’re confident they’re interested in reading/receiving. Customers (like everyone) want to feel heard.
Keep your corporate/brand identity in mind. Remember that even if you don't advertise or optimize your Facebook page, it's searchable. People will find it. So while it's totally appropriate to have a far less formal presence on Facebook than on your corporate website, and real-time interactions/conversations can be a bit harder to manage, make sure that your Facebook activity is in line with your corporate image/mandate, and that if people find your Facebook page before they find your corporate website (in a search for information about your business or your industry), they won't be mislead, misinformed, or turned off.
Twitter and YouTube are some of the other most popular social networking sites today -- though not nearly as popular as Facebook (Some sites indicate that as many as 50% of Americans, for example, are on Facebook, while as few as 13% are on Twitter (and 1% are on location-based sites like Foursquare and Gowalla).) Most importantly, whatever channel (site) you choose to pursue (there are literally hundreds and hundreds to consider), choose carefully. Choose to be active on sites where you know your audience is, and on sites that will encourage interaction and, ultimately, drive them to your corporate website (or your store or your service as the case may be).
And make sure that you have the strategy/architecture/plan in place (the time, staff, and budget) to do it properly (read: frequently) -- to respond to activity (questions, concerns, and conversations) quickly, and that you have something meaningful to say and something valuable to impart. And remember: social networking through channels like these is about building your customer base (making friends, fans, and followers) and building brand loyalty (good-will). If you do it with the right attitude, the right plan, and the right goal, the result will be valuable word-of-mouth advertising that will increase sales, and customer loyalty that will keep sales growing.
