As time progresses, social media is becoming a more integral part of marketing as a whole. With the explosion in adoption it would be silly for companies not to take advantage of this innovative way to communicate with their customers. With the mass adoption of technology and social media, human behavior and expectations have changed and companies must adapt to these changes to remain competitive.
The internet as a whole has forever changed how people communicate, interact and access information. Due to the fact that just about any piece of knowledge, any unanswered question, or any cat video can be accessed within seconds, people now expect companies to respond to them faster. Whether they are trying to contact the business by phone, email or tweet, people want their answers and they want them fast. When crafting a social media initiative you must ensure that you have resources and tools available to identify and answer social mentions within a timely fashion to ensure your customers are satisfied. As a matter of fact, Hubspot did a study on this and they found that “72% of people that complain on social media expect a response within an hour!” Now, I would recommend answering more than just complaints, even a regular brand mention warrants the occasional response to make that person feel special. This is also a great way for large companies to create special experiences with their customers that hadn’t really been historically available. Just look at how this could positively impact your business:
Another thing for companies to consider is the growth and decline of certain networks. Over the past 10 years or so we have seen many social networks fail and succeed and companies must be aware of the trends before throwing all their eggs in one basket. A strategy that spreads a few of the top social networks is better than investing all your resources into one. If you decide to tackle them one at a time, make sure the network is here to stay, you would hate to be that guy who dumped all your resources into marketing via Myspace back in 2006. The safe bet in this case is to do your research before rolling out a strategy and try to incorporate a few of the top networks first before diving into some of the smaller ones. A great place to start is Facebook and Twitter.
One last thing to remember is that when it comes to technology, the only constant is change. The space is ever changing and a social media initiative must keep this in mind. You must account for the strategy to constantly be changing and evolving in order to succeed. Just a few years ago there were only a couple major social media platforms to worry about incorporating into a social media strategy. Now, I have over 10 of social networking apps on my cell phone alone. Not only are the social networks evolving but the way people consume the networks are. Incorporating all these variables into a holistic marketing strategy that ensures a flawless transition from screen to screen, network to network and device to device is a must at this day in age.
AJ Garron 