Tag Archive for 'Social Media'

Use Your Customers To Improve Your Product or Service

There’s no need for guesswork or highly-paid consultants to find the best ways to improve your service, product, or customer experience. Instead, you need to go right to the source. No matter what industry you’re in, your goal is to a) sell and b) make the customer experience as good as possible so you can… sell some more. The old adage “The customer is always right” applies to nothing more than it does to learning how your customers use your product and what they want to gain from it.

Unlike the past, when you’d have to gather a focus group together to gain any kind of insight into your customers’ minds, your customers are available to you via Twitter, Facebook, and Email at all times. Don’t waste their opinions, learn from them – they’re the experts when it comes to buying and using your service or product.

They are already talking about you. Sometimes you don’t even need to ask customers directly – they’re likely already talking about you on the web. See what people are saying in online discussions and on social media sites about your product as well as your competitors’ products. If you see a trend in positive comments or reviews, you’ll get a better idea of your strengths. If you see a trend in negative comments or reviews, you will instantly discover ways that you can improve your product or user experience.

Use your social network for something other than marketing. Too many businesses are lost when it comes to using Twitter, much less getting the most from their followers. People who follow or like a product or company are very likely to help you make it better for them. While marketing is important, the information you can get from loyal users is invaluable to your business.

Go right for the inbox. This is another case where businesses focus too much on sales and not enough on interacting with a loyal customer base. If they’re subscribed to your newsletter, they are interested and want to make the most of their product. Just like followers or Facebook fans, these are the real experts in using your product or service. Use your email newsletter to seek out beta testers, ask users to fill out surveys, or just request any general feedback to get anecdotal accounts of what it’s like to be on the customer end of your business.

Do it all the time. Since there’s no need to round up a focus group, the entire internet becomes one big focus group. Keep soliciting feedback, particularly in the early stage of your business. Early on, you’ll focus largely on qualitative data – users describing the pros and cons of their experience, problems they are having, etc. As your user base gets larger, you will need to go bigger scale and focus more on surveys and learning user behavior through in-depth analytics.

5 Tools To Get The Most From Your Social Media Efforts

Social media sites like Twitter, Facebook, and LinkedIn are quickly becoming a big part of nearly every business’ marketing strategy. While they make a great addition to every company’s toolbox, it can be difficult to manage multiple accounts across multiple platforms and quantify the results into something more meaningful than the number of retweets or likes that a post received. Here are 5 tools to make your social media efforts more productive, efficient, and trackable.

HootSuite: HootSuite is one of the most popular and powerful social media tools out there because it allows you to manage your Twitter, Facebook, Google+, LinkedIn, and FourSquare accounts all in one place. The app also provides in-depth customizable analytics reports on all your profiles, allows your entire team to access the accounts, and lets you schedule updates for more optimal times. If you are going to only use one social media tool, this is the one to try.

SproutSocial: SproutSocial is the main competitor of HootSuite and offers a more powerful management dashboard that is especially helpful for marketers managing many different profiles. The app allows you to publish posts to multiple profiles, gives you in-depth analytics on your efforts, helps you find highly targeted customers, gives you full control over your team’s permissions, track keywords and trends, and measures your “customer engagement.”

Wildfire: Wildfire is a quickly growing social media suite that recently became part of Google. It allows you to manage and design all your social media pages, publish and schedule messages, create and manage social media ads, and monitor their comprehensive analytics. What really makes Wildfire stand out, however, is their Promotions platform. Wildfire allows you to easily launch a sweepstakes, coupon, contest, quiz, trivia, or group deals to generate word-of-mouth, capture new leads, and ultimately sell more products. The app gives you a ton of control over the promotion and branding but is very easy to set up and monitor.

Social Mention: Social Mention is a very simple tool that allows you to see who is talking about you and your company. Simply type in the name and Social Mention will bring up a full dashboard of stats. See how strong your social media message is, see the ratio of positive to negative mentions, see who is talking about your brand repeatedly, the range of your influence, top keywords your name is associated with, and see all of the pages and profiles on which you are being mentioned.

Klout: Klout is a very popular tool that allows you to measure your “influence.” Klout assigns your brand a Klout Score based on an algorithm that involves more than 400 different signals from seven different networks. Among them are your Facebook mentions, likes, comments, subscribers, wall posts, and friends, your Twitter mentions, re-tweets, list memberships, and replies, your Google+ comments, +1s, and reshares, your LinkedIn title, connections, recommendations, and comments, and foursquare, Klout, and Wikipedia power. When using social media, it can be hard to quantify how much success you are having but the Klout Score might be a great way to quantify how much reach and influence you have.

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As we roll out our blog 2.0 and new software updates, we’re also happy to announce that we’re taking to the interwebs to share all that we’ve learned while working on making Copy2Contact one of the most popular productivity tools on the market.

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