Easter and Social Media

Hello everyone, we hope you all have had a great week and ready for the long weekend ahead of us, it should be a rather great one, what do you think?

It is Easter once again except this year there is something a little different happening, more brands are taking advantage of this occasion to please their customers and increase popularity.

Let’s take Tesco as an example, this Easter they have launched the #FindTheEggs Social Media Campaign where people use Google streetview to find eggs in whatever location they choose.

There are many prizes to be won but the one being used most to advertise the campaign is free chocolate, question is, is this a good way to get the campaign going?

It is still early stages therefore we won’t know how successful this campaign will be until it’s over. However, until now it has not generated much activity but as the day progresses it may become more popular.

Have you come across this campaign yet? What did you think of it?

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Time and Social Media

Good morning everyone, we hope you are all well and ready for another busy week ahead. This week we shall be having great discussions about Social Media.

First of all, did you find last week’s content helpful for you? If you could add anything, what would it be?

Today we will be discussing time in Social Media, how should one vary the content being shared onto their social platforms?

Different brands will have different views on this subject because of course, different brands will have different content to share. This is a big factor to take into consideration when deciding what to share and how often.

The easiest way to do this would be of course to have a plan laid out for a whole period of time but how easy is this really? Especially when crises, announcements and other events have to be taken into consideration, one can know when events will be taking place but can’t tell when a crisis is going to hit.

One key thing is to never stop pushing out that all precious content because there is a crisis taking place, your audience still wants to hear from you. The audience that is the cause of the crisis will then see the effort you’re making and hopefully be influenced by your good public’s reaction.

That is simply one of the many aspects of social media that go around in a cycle, affecting one part of it will help another part of it. However, this will always depend on how affected it is.

Customer’s expectations

Good morning everyone, how are you all doing today? The end of the week is nigh and it is time again for another post.

Today we will be talking about customer’s expectations from a social media perspective, if you have any good examples of how this is taken into consideration by a brand then feel free to share it with us.

Social media is becoming one of the most popular ways of communication, while this was used for a long time by the general public to speak to their friends and family, now it is being used by customers to communicate with their brands or service providers.

For this reason there are very high expectations when handling customers on the social world, seeing that it is not a face-to-face interaction it needs to be precise and concise.

Customers expect fast and efficient responses that resolve their issues without any further work needed but seeing that Social Media itself has been used by brands to communicate with their customers for such a short period of time, it is still not that easy to resolve customer queries in a fast manner.

This leads us to wonder whether Social Media will someday take over all the voice and email channels allowing for queries to be resolved without any other type of interaction taking place, it is an interesting concept but would it work?

As a brand, communication should be at the very top of every priority because customers nowadays don’t like waiting for responses and now with Social Media being thrown into the formula, responses have to be even faster.

Do you agree with the above? Is there anything you would like to add? Share your thoughts with us below or join the discussion on twitter on @CCADGC with the hashtag #Customers.

Social Media and Banking

Good morning everyone, we hope you are all doing well. We are already in the middle of the week, how fast is time going by!

Today we will be talking about how banks make use of Social Media to help resolve crises and reassure customers when problems arise.

We all know that trusting a bank can be difficult, especially since we all leave our hard earned money with them so when a crisis happens the first thing we worry about is whether our money is safe or not.

One specific bank that has been suffering lately is RBS and NatWest, both suffering from IT glitches that have affected their customers in one way or another and the activity towards their social channels went through the roof.

However, they seem to be adapting well to this new communication channels. They were quick to inform their customers about the issue and were prepared for the inflow of queries as they took place.

Below we will show a comparison of the first crisis and the second crisis where the improvement is visible, let us know what you think. Do you think the improvement is good enough?

Let us know and come join the discussion on twitter on @CCADGC with the hashtag #Crisis

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Social Media from a customer’s perspective

Good morning everyone, we hope you are all doing well and ready for another week ahead, it is going to be a very busy one.

Today we will move away from the business side of Social Media and speak about it from a customer’s perspective, try to understand a customer’s mind a little better.

So what does Social Media mean to customers in today’s time? You are all customers of a brand somewhere and I am sure you have all had bad experiences with those brands at some point that you wanted to complain about. Did you find any success over the phone at all?

The odds that a customer will resort to social media to complain about a brand’s services or products are increasing on a daily basis as social media becomes more and more popular among them.

As a customer, one would essentially like to see their problems resolved swiftly without any hassle or fuss but these issues tend to take longer than desired to be resolved as many businesses still opt to keep their customer services and complaint management over the phone and email.

Pleasing customers is becoming more and more difficult when they have such an attractive platform to use to vent their discontent and with this, the uphill battle becomes tougher and tougher.

Have you experienced or witnessed this in development? If so, how did you think the brand handled it, if it was handled at all?

Come join the discussion on Twitter with the hashtag #Customers.

Strategies

Good morning to you all, we hope you’re all doing well and ready for another day and weekend. This week has gone exceptionally quick, don’t you think?

Today we will be discussing strategies and how they may help move a business forward towards success.

First of all, what do you understand about a strategy? Do you have any in place at the moment?

Many brands have had successful campaigns but others struggled to get the wanted attention or had the attention but for the wrong reasons.

In order for this not to happen, brands need to know what their audiences in the different platforms like to see, for example, if it is determined that fans tend to comment more often on a status update then the brand should focus mainly on this, it is proven that people like seeing photos as well but depending on the community this may not be the case.

Lets use hashtags as an example, last year there were many that were successful, some for positive reasons and other for negative reasons. Take #sandy as an example, this hashtag was used when the Sandy Superstorm hit the United States. This Is an example of a hashtag that connected millions on Twitter, another example is the hashtags used during the US Elections which were the most popular in the whole of 2012.

Knowing what your community likes to see is the first step to succeeding in reaching the right audience with your material and to actually putting the right material together.

Below are the comparisons of the 3 most used hashtags for both events (Sandy Superstorm and US Election). What do you think, is it as big as you expected it to be?

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When Hashtags go viral.

Good morning everyone, we hope you’re all doing well and ready for another busy day. We sure are.

Yesterday we paid close attention to a particular hashtag that was trending on Twitter, it was a perfect example of how quickly a simple tweet can go global.

The hashtag in question is #ReplaceMovieTitlesWithPope, we are sure some of you either participated in it or simply saw it develop.

This of course has a business perspective, many brands have failed to achieve a positive reaction from a hashtag, at least as positive as the hashtag above obtained. Waitrose is a great example of this with their #WaitroseReasons campaign.

So, as a brand, how do you ensure your efforts wont turn against you? The answers will vary, everyone will have a different idea of how to do this but we believe that the best way to ensure a hashtag doesn’t go wrong is to extensively plan the campaign and know when to deploy it and to monitor its progress in its early stages to ensure that if something indeed goes wrong it can be contained in time avoiding a massive PR blunder.

Below is the activity of yesterday’s hashtag, this is how quickly it can go viral and with so many mentions, seeing it from a business perspective, it would be dangerous.

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Social Media In a Nutshell

Social Media has been around since the internet itself has been around. In many ways that are not seen as part of Social Media.

As the years have gone by, SM started invading the everyday lives of millions creating more opportunities and improving the means of communication between two individuals until of course, it got to the stage where businesses saw the potential and faced SM head on.

Now, SM is part of almost everything we use everyday and it is here to stay. Businesses are welcoming their new “employee” and making it part of everything they do.

Has your business employed this new tool or is it still assessing it?

Monitoring + Engagement

It has been a long time since we have been watching the fast movement within the Social Media world and throughout we have seen many ups and many downs.

Here in the DGC we take many aspects into consideration when conducting a detailed analysis, sometimes you may simply want to find out who is saying negative things about you and where they are saying it. Others, you may simply want to see who loves your brand and is saying wonders about it.

No matter which you pick them both will have to be conducted the same way. The results however, will be very different and what you choose to do with them is what will count in the end.

We look at the negative results as opportunities to improve a service and sometimes as a way to learn something new about how to deal with customers and how to resolve issues that most of the times are rather simple to resolve.

As a brand, how would you use Social Media to resolve customer complaints, engage with your community and track any possible opportunities? Would  you carry out the normal day-to-day activity or would you continuously monitor for specific mentions?

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Social Influencers

Good morning everyone, we hope you are all doing well and ready for another week!

Today we will be speaking about influencers and how they can help you raise awareness for your brand.

First of all we want to ask you what your definition of an influencer is, we understand that people have different views on what an influencer should be and it will be interesting to see the responses.

We will begin by looking at what type of influencers there are. There is the low authority influencer which would be the average user of social media, the medium influencer which knows about social media but is not extremely active on it and then there are the high authority influencers which know or may not know much about social media but are either public personalities like celebrities or gurus in a specific field of knowledge.

All social media efforts depend on which group of influencers you decide to target, if you are a brand trying to raise awareness about your products and services then targeting a user that has a high authority may not be the right thing to do simply because you think you will be reaching millions of people. In these situations it would be best to target the low influencers as they will be the ones whose opinions count, people don’t take recommendations from public figures as well as they take them from their friends.

Finally, when trying to get your brand’s name in everyone’s mind and mouth it is essential to not flood the social web with material targeting the wrong audience. If you’re selling potatoes then target your material at people who speak of potatoes.

What are your thoughts on the above? Let us know by commenting below or by taking part of the discussion on Twitter with the Hashtag #DGCInfluencer