Social Marketing: Articles on Trends in Social Marketing, Social Commerce, Analytics & More

What is it?

For those not yet familiar with Social CRM (social customer relationship management), it refers to the process by which companies selling products or services build a relationship with their consumers.

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Social Media provides both consumers and marketers with an unprecedented ability to interact and form larger communities of discussion around specific industries and even specific products.  By properly embracing social media, companies can identify trends within these communities to improve the user experience of their customers and potential customers alike, resulting in increased sales and customer satisfaction.

Here are 10 things your company can do to improve your user experience by harnessing the power of social media:

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Long gone are the days where once you got a customer in the store you were pretty much guaranteed a sale. Now, with all ages sporting an iPhone or smartphone, they may come into your store but exit within a matter of minutes after an alert that the item they’re looking for is cheaper elsewhere. By the time they’ve made it to their car they are getting a confirmation email for their purchase done via text message, while the item they intended to buy from you still sits on your shelf.

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Many companies are adding twitter to their Social CRM arsenal and if used properly can warrant a lot of success. It’s easy to see the value in Facebook and blogging, but some people struggle in finding the worth of 140 characters.

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Social Sign On (“SSO”) enables website and mobile application users to authenticate using their existing social network credentials from providers such as Facebook, Twitter, Google, etc. Most users have noticed this trend on sites like Answers.com or Fox News. Here are some of the benefits of social sign-on:

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In previous articles, we’ve talked about cool Facebook social plug-ins that were introduced last year by Mark Zuckerberg at the F8 conference. The Login plug-in is great for creating a better user experience on your website, and the Comments plug-in is great for helping build a community of brand followers. But what about plug-ins that create a better user experience on your website AND help you create a community? Voila! The Recommendations and Activity Feed plug-ins (Facebook is so cool. They think of everything).

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Social optimization requires that you connect with major social media sites to allow your users to integrate your company in their social sphere. Gigya allows you to connect across all the major social platforms.

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As the Internet becomes the next great social experiment, the web is responding in kind. The two major search engines, Bing and Google, are both becoming more social and beginning to pick up on social cues. The first step that started the process was the addition of Google’s Social Search.

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SEO’s keyword stuffers move over—there’s a new sheriff in town. SEO was once hailed as the most effective low-cost marketing solution on the planet-- until now.

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Facebook logo

Embracing Social CRM encompasses many concepts, like working collaboratively through social interaction with customers to define your brand image, a system-wide shift in the way that customer interaction is handled, and implementing tracking systems to calculate ROI. But two of the basic principles to creating a solid Social CRM strategy for Facebook are:

  1. Understanding why people interact with brands on Facebook 
  2. Using that knowedge to define the specific ways in which you should interact with customers on Facebook to increase brand engagement
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