As a business, you need to be where yourcustomers/clients need you. Whether that be onyour website, forums, Facebook, Twitter, YouTube,mobile etc. If you are not, your competitor mightwell be. Listen to your customers issues Customer support on social media is not always easy and Answer FAQ faster certainly not always fun but it can be very effective! Happier customer base
Your competitor might have a maturer socialpresence than yourself. If this is the case, take alook at what they are doing with social media. Howare they responding to their customer? Could youdo better than them? New product launches If you are not looking at your competitors, your competitors will be looking at you and your Customer service style presence with social media. You can’t stop this of course, so make sure you’re better Differentiate your brand than them!
The openness of social media makes it a treasurechest of research potential. Listen to what peoplewant. Read what they like. Watch what people doto entertain themselves. Engage with what reallymakes people tick. Just remember that what youcan see, potentially so can everyone too. Everything can be monitored Real-time data With social media businesses must take the rough with the Open and accessible smooth. No longer are they in charge of what people can read about them. Rejoice it! Double-edged sword
Many claim to be proficient in social mediamarketing. Even more claim to be ‘experts’in the area. You need to know how theagency is is going to look at your campaignand deliver a bespoke solution. As a clientyou will want to know exactly how theagency works and how it intends to deliverthe campaign. For which clients have you developed social media marketing strategies? Can I talk to any of these clients? What are the specific steps in your social media strategy process and how long do the take?
Ok, so this particular agency has a greatslide deck promising all these wonderfuldeliverables and an extremely charmingbunch of pitchers. Great, but you reallyneed to what work they are most proud ofand if how in the past they have met oreven surpassed expectations. What campaigns are you most proud of? How did the results of the campaign match up to the clients expectations and objectives? Why did you choose to focus on those objectives? When did this/these campaigns go live?
You more than likely/hope to think so or should know your customer base inside out. The processes implemented within the social media campaign are imperative to the success of the campaign and will ensure that both client and agency are reading from the same hymn sheet.What is your process of community management?Does this process differ across different platforms?What is your process behind content development and creation?What is your process behind campaign implementation?
By this point, you are probably lookingto dot those i’s and cross the t’s.Getting to know the agency team willhelp you do that and make that allimportant decision. Relationships areeverything in business and ensure youare making one’s to last! In which area of expertise does the agency excel at? How big is the agency? Do you have any full time, dedicated social media staff? Can you envisage our account holder and how do they work? How do you integrate social media within your own marketing efforts?
Your competitor might have a maturersocial presence than yourself. If this isthe case, take a look at what they aredoing with social media. How are theyresponding to their customer? Couldyou do better than them? Who writes on the company blog? Of all the social media campaigns, what are your favourite and why? What platforms do you see as up and coming, and the ones to look out for?