Social Media Organization Chart: Customer Service
When I first addressed the topic of customer service as part of marketing, some business owners I spoke with told me they did not consider this as part of their “marketing effort”. But it is! If you don’t take care of your clients after the sale, you will not have many new sales. Social media offers you to chance to enhance customer service by proactively looking for clients who are unhappy and reconnecting with those who are happy. Loyalty Consider using social media to reward your clients and fans. Offer coupons, discounts and special promotions for people who follow...
read moreSocial Media Organization Chart: Lead Conversion
There is a lot of emphasis on driving traffic to your website, but it is a complete waste of time if you don’t convert visitors to prospects, prospects to clients, and clients to raving fans. The third part of the Social Media Organization Chart focuses on this critical conversion step. Unlike the other parts of your strategy, these steps occur primarily on your website. Sales Process and Transactions What is your sales process like? If you are actually selling items on your website, how easy is it to navigate the site, and buy the book, tool, or service? One of the most critical...
read moreSocial Media Organization Chart: Lead Generation
Once you have mapped out your strategy, Social Media is particularly effective as a tool to support your lead generation activities. Advertising, Referrals, and Public Relations Your prospects will come to you ether because they have heard about you from someone they know ( referrals) or from some third party (public relations) or from you (advertising) REFERRALS This is where any small busienss owner should focus the majority of lead generation activities. Why? because prospects who come to you on the recommendation of another person, are more likely to buy. How do you cultivate...
read moreSocial Media Organization Chart: Strategy
Just as your overall marketing organization chart begins with strategy, so does your social media organization chart. Ideal Customer: With so many social media choices you can waste a lot of time, if you don’t start with a close look at your ideal customers. Who are they, and where do they hang out? While Facebook is great for consumer products, retails and restaurants, it may not be your best choice for an environmental consulting firm. Conversely, I wouldn’t spend much time posting updates about my dog grooming business on linkedin. Core Message Creating a viable...
read moreWhere Does Social Media Fit in Your Marketing Organization Chart?
In the last few months, we have begun receiving more and more calls from small business owners asking us to develop a Social Media Strategy. As we work through these projects, I realized the best place to start is with the same Marketing Organization Chart we use for traditional media. About two years ago, I started writing a series of posts built off four elements (strategy, lead generation, lead conversion and customer service) in this simple chart: Just as these elements are a critical part of marketing organization for small business owners, they play an equally important...
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