Northwest Technologies Social Media Growth through Engagement
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This document discusses how Northwest Technologies can use social media to grow their business. It outlines different types of social media and how businesses currently use platforms to improve customer service, generate sales leads, and build their brand. The presentation recommends Northwest Technologies create a social media policy and editorial calendar, launch a presence on key networks, and monitor metrics to refine their strategy over time and engage more with customers.
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Northwest Technologies Social Media Growth through Engagement
- 1. ? ? Northwest Technologies Social Media: Growth through engagement
- 2. ? ? Agenda • Types of Social Media and their uses. • How Businesses use Social Media Today. • How Social Media Has Impacted The IT Industry. • Benefits of Social Media for Northwestern Technologies. • Getting Started with Social Media
- 3. ? ? Social Media Types and their uses. • Blogs • Wikis • Social Bookmarking • Social Networking sites • Status Update • Media Sharing Sites
- 4. ? ? How Businesses Use Social Media • Business 2 Business Relationships • Customer Service/ Loyalty • Promotions and Sales • Lead Generation • Recruitment
- 5. ? ?
- 6. ? ? How Social Media has Impacted IT industry • Customer Service • Brand Awareness • Engaging Clients
- 7. ? ?
- 8. ? ? Opportunities and Benefits for Northwestern Technologies • Improve Customer Loyalty • Increase B2B Sales • Create brand Awareness
- 9. ? ?
- 10. ? ? Join the Conversation • Social Media Policy • Research Networks • Editorial Calendar • Management Tools • Launch Social Presence • Measure Success and Tweak
- 11. Time to get Social!!!!
Editor's Notes
- Today I will discuss how industry leaders in Technology and other fields are using Social Media.I will talk about how Social Media Has impacted the IT industry and how this relates to customer interactions.I will also talk about the benefits of Social Media as they pertain to Northwestern Technologies.I will discuss Social Media Marketing and the process of Content Generation.And Finally I will Discuss how Northwestern Technologies can get started with Social Media.
- There are many Social Media Platforms that’s are used by businesses and individuals alike each type of Social Media Platform offers different features and for business they offer unique ways that business can engage with their customers.Blogs- These are platforms for sharing information such as articles, and other types of information Popular Platforms include WordPress, Tumbler, and Blogger. These types of Social Media Platforms are great for business because they allow the business to write and post articles that show they are an industry leader within their niche. Wikis- The most well know wiki is of course Wikipedia, Wiki’s are best used to share large amounts of factual information such as the case with Wikipedia. What makes a Wiki Social is that fact that in most cases articles are contributed to by a community of writers. However Wikis can also be used for corporate purposes as well Software Companies such as Fishbowl Inventory uses Wiki’s to organize information such a documentation and API Guides. Social Bookmarking- These are great Social Media Platforms to find and share webpages that interest you, Users of these site submit bookmarks to their favorite websites to the service and Then other users can search websites based on their interest such as the Social Bookmarking site Stumble Upon. Social Networking Sites- These are more of your typical Social Media Platform such as Facebook, general the goal of these types of platforms is to highlight connections between friends, family, colleagues, classmates, customers, and Bands. Status Update Services- Also known as micro blogging platforms such a Twitter, these platforms allows users to share short burst of information on Twitter called a Tweet to the people who follow them. These is a great platform for Brands because they can Tweet to all of their customers who follow them on Twitter. Media Sharing Sites- These Platforms include sites such as YouTube, Instagram, or Pinterest. These platforms are great for sharing Photo’s and Video. These are great for companies with visually appealing products or services, such as Floralist, Graphic Designers, Photographers, Architects, Contractors, ect.
- Business use Social Media for varying reasons, companiescited three top reasons for using social media: creating brand awareness (83%), encouraging social sharing (56%) and gaining trust and followers (55%) (Jensen, 2012)Over 80% of employers who use Social Media for recruiting use LinkedIn (Jensen, 2012)51% of B2B Marketers use LinkedIn. LinkedIn falls behind despite figures suggesting that it is almost 300% more effective than Facebook and Twitter for lead generation. (Jensen, 2012)Brands like Dell, HP, UPS, Xbox, Zappos all use Social Media especially Twitter to manage customer service. (HAMSMITH, 2013) In Fact using Social Media Platforms such as Twitter can decrease the cost of operating customer service call centers. (bhargava, 2011)In fact many customers think positively on brands that respond to their needs on Social Media, According to one survey nearly half of consumers who tweeted a complaint directed toward a brand expected the company to respond—or at least to read their tweet. (When Consumers Tweet Complaints, Should Brands Respond?, 2011)
- As I’ve mentioned before many large Brands are using Social Media as a tool to increase customer satisfaction, this is even more prevalent in the IT industry with companies such as DELLHPXboxSonyIBMGoDaddyThese companies are using the powerful connections of Social Media to respond to the needs of their customers and resolve issues. When this happens in the Public sphere of Social Media the Companies gain a Social following from their customers.In the early days of Social Media very few Technology companies or firms understood how valuable Social Media could be, Everyone knows Companies like McDonald’s and Starbucks but the idea of a Software Company being a name recognized by regular people was unheard of!That’s where Brand Awareness comes in many Tech Companies have leveraged the power of Social Media to become almost household names, IBM already a well know company uses Social Media to share what their employees are working on this gives follows an insight into what innovations are coming out of a company.We can’t talk about the IT industry and Social Media and not mention Google, Google is one of the Largest Tech giants in world and a great users of Social Media. Google employees regularly engage in Google Hangouts where employees discuss a range of topics. They also maintain a presence on almost every major Social Networking platform there is.
- According to the above inforgraphic 1 in 5 American have used Social Media to get customer service response at least once in the last year! That statistic speaks volumes about the power of Social Media and customer relations. Social Media users spend 21% more for excellent service, while the general population spends 13% more for excellent service.
- Northwestern Technologies can leverage the power of Social to Accomplish several major goals.With Social Media Platforms Northwestern Technologies can improve customer loyalty by engaging with their customers on the platforms that most used by their current clientele, this can be accomplished in several ways:Set up Customer Service Social Media Profiles and communicate directly with customers to resolve issues and concerns.Setup dedicated Social Media Teams, to manage various aspects of the business. Increase Business 2 Business Sales, by creating an effective LinkedIn presence and interact with other brands who may benefit from Northwestern Technologies services. Northwestern Technologies can accomplish this through the following:1. Create LinkedIn Company Profile, Also use LinkedIn Groups to start conversions about various topics these are great places to generate Leads. (Gothelf, 2013)2. Next Northwest Technologies should create a Promotion machine re-market, re-message, and then re-target. This way Northwest Technologies stays in the mind of potential leads. (Gothelf, 2013)Many brands are afraid to let their employees use Social Media but when there is an effective social media policy in place, employees can be a valuable tool to increase awareness about your brand. Northwestern Technologies should encourage their employees to create LinkedIn Profiles and share content about the company, expand their networks, and share news about what interesting projects they are working on. (Gothelf, 2013)Use content marketing to build an audience who trust Northwestern Technologies as knowledgeable source within the IT industry. (Gothelf, 2013)Use a cross platform social media strategy to increase brand awareness, this would included branded profiles on major social networks delivering a coordinated Social Media message.Develop consistent message (Stock, 2013)Use consistent logo (Stock, 2013)Consistent username (Stock, 2013)Outstanding Customer Service (Stock, 2013)
- For a large firm such as Northwestern Technologies setting a Social Media Policy is important, letting your Employees know how you want them to interact between work and Social Media is important for the following reasons:Provide employees guidelines for communicating in the Social World. (Duggan, 2013 )Clarify Northwestern Technologies culture and values. (Duggan, 2013 )Allocate control over content and approval. (Duggan, 2013 )Reduce the risk of legal issuesto the brand. (Duggan, 2013 )