4 B2C Examples of How Companies are Using Twitter to Attract & Engage Customers

If you are a B2C company, interaction on a social platform like Twitter can increase engagement and even sales if executed properly.  Small businesses like Tender boutique in Birmingham, Michigan have promoted special offers on Twitter and sold out in just a few days.

Social interaction via platforms like Twitter allow companies to gain a true understanding of their prospect base and serve as a real-time source of market research.

Customer engagement is a key benefit of executing a B2C Twitter marketing strategy. A recent survey by Chadwick Martin Bailey found 67% of Twitter users are more likely to buy from or recommend a brand they follow.  Twitter is also a great resource for crowdsourcing new ideas, getting feedback on current products or campaigns, and figuring out what it is that your customers really want.

Still not convinced that Twitter has potential for impacting your business?  The four examples included below provide insight into how other B2C businesses both small and large have used Twitter to attract and engage new customers.

San Francisco’s Creme Brulee Man

Curtis Kimball began selling crème brûlée from a food cart in the Mission District of San Francisco in 2009.  At the time, the  crème brûlée cart was not licensed, so his only way of communicating with potential customers was through the use of social networking sites like Facebook and Twitter.  After only a few years, The Creme Brulee Man has over 20,000 followers on Twitter alone.  Curtis still uses his Twitter account as a means of letting consumers know where he will be on a daily basis.  What started as a small meager cart has now become thriving catering and food cart business in the heart of San Francisco, largely due to one man’s innovative use of Twitter.

JetBlue Tackles Issues via Twitter

JetBlue Airways has taken a customer focused approach to Twitter since first signing up in 2007.  The airline company is focused on solving customer issues, providing flight information for concerned passengers, and receiving feedback.  The flow of communication almost reminds you of talking to an actual employee at the ticket counter.  JetBlue will do everything from looking up your flight number, to providing refunds or credits via the communication on their Twitter account.  With over 1.6 million followers JetBlue is keeping customers happy and encouraging interaction.

Frozen Yogurt with a Twist

Tennessee based frozen yogurt company Tasti D-Lite has been in business since 1987.  Recently, the frozen yogurt company has taken social innovation to a new level.  In addition to an active blog and social networks the company has created a loyalty program that is linked to customers’ social profiles.  A swipe of the card in-store can create a check-in, Tweet and Facebook status update. A recent article in Entrepreneur magazine said that Tasti-D-Lite has found 1 in 5 TastiRewards members are generating connections to at least one social network, and 18% of those are generating automatic check-ins on foursquare.

Sharpie Attracts a Younger Generation

Sharpie recently ran a campaign to attract teenagers via their Twitter network.  The campaign was aimed at self expression through creativity using the product.  Through a combination of promoted Twitter accounts and a tweet campaign targeted at users with interests in music and writing, Sharpie was able to increase their follower base 600%.  Users also began using the hashtag #Sharpie which reflected positive brand association with conversations about creativity.

These four B2C companies are only a fraction of the consumer focused businesses online who are seeing an impact on customer acquisition and engagement through the use of social media sites like Twitter.  As you can see there is a common theme of:  listening to the customers, providing information customers need, and rewarding customers for their loyalty.

What B2C companies do you think have done a good job of engaging their followers?  Which companies do you follow?  Are you following @toprank on Twitter? You should!

 

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4 B2C Examples of How Companies are Using Twitter to Attract & Engage Customers | http://www.toprankblog.com

A to Z Internet Marketing News: Happy Birthday TopRankBlog!, 2012 Marketing Predictions, Social Disasters, Cashing in on XMAS

21 Social Media Marketing Trends for 2012

Curious to find out what 2012 could have in store for online marketers?  This presentation from DreamGrow shares 21 predictions on what 2012 could look like.

Highlights include:

• Social CRM making inroads
• Social media influencing more sales
• Social commerce on mobile devices

Facebook IPO and Most Popular Social Sites:

Social Media: Disasters

“Ocean Marketing vs. Penny Arcade: Paul Christoforo PR Disaster Goes Viral” Documented via email and enacted on numerous YouTube videos, this might be one of the most reprehensible exchanges in the history of customer service. A PR/Marketing contractor representing N-Control, a maker of modified game controllers for hardcore gamers and disabled people has been accused of insulting a customer, plagiarism, extorting a past client and shady SEO practices. Could it get any worse? Yeah. Domestic abuse.  Via International Business Times.

“Social media, rumors might have fed melee at MOA”  On Sunday December 25th it was rumored that rappers Lil Wayne and Drake were going to be making an appearance at Mall of America in Bloomington, MN.  In the afternoon mayhem broke out involving more than 200 young people, one of the most serious disturbances at the mall in over 15 years with 10 people arrested.  Via StarTribune.

“Top 5 Most Common Networking Mistakes”  Good networking is an art and a science.  While some people may not have an innate networking skill this article points out basic mistakes and how to avoid them.  Via Inc.

Network Growth: Exceeding Expectations

“Pinterest: Crazy Growth Lands it as Top 10 Social Site”  Pintrest has grown 4,000% over the past 6 months marking it as the number 10 social media site.  While most traffic comes from California and Texas, Pinterest also receives unusually high traffic from states like Utah, Alabama, and Tennessee.  Via cNet.

“Instagram Becomes the Largest Mobile Social Network” In the past two months Instagram has added over 2 million new users.  While currently only available on iPhone, Instagram is poised to outpace Foursquare, the largest mobile focused social network available today.  Via Social Fresh.

“Google+ may reach 400 million users by end of 2012”  Google+ is on average adding 625,000 new users per day.  While the numbers are reflecting total users not active users, there is no denying that Google+ is growing.  Via LA Times Blog.

Cashing in on Christmas:

“Final Christmas Push Propels U.S. Online Holiday Spending to $35.3 Billion, Up 15 Percent Versus Last Year”  Spending reflected in this report takes into account the first 56 days of the November – December holiday season.  It is said with certainty that Cyber Monday 2011 ranked as the heaviest spending day of the season for the second year in a row.  Via ComScore.

Battles In the Court & On the Screen

“A Dispute Over Who Owns a Twitter Account Goes to Court” How much is a Twitter follower worth?  In a world where social media influence can mean the difference between a new customer and a fruitless cold call, one company thinks it’s worth a lot.  The question remains, can a company claim ownership of an employee’s social media account, and what does that mean for employee’s posting during work hours?  Via NY Times.

“YouTube Slam Begins Video Clip Battles for Users’ Votes”  Each week YouTube will put user submitted videos head-to-head to battle it out on screen.  Users will be asked to submit a vote for their favorite video.  This contest is designed to keep visitors on YouTube for longer periods of time and deepen their connection to the site.  Via BBC.

Online Marketing News You Can Use = TopRank Team Edition

Ken Horst – “Google Will Change Web Marketing in 2012”
Google has designed a new method for websites to structure data so that its crawler can pull better information. These plans revolve around metadata that will allow Google to access more rich data about a topic.  This may be a wakeup call for marketers and web masters to start looking at the new data and plan for the deployment of the new code in order to improve or maintain rankings.  Via Harvard Business Review.

Emily Conley – “The 22 Best Infographics We Found in 2011”
This is a compilation of some of the best infographics released in the past year.  I thought this was a pretty cool trend feature to reflect on the past year and gear up for 2012!  Via Co.Design.

Alexis Hall – “77 of Top 100 Brands Now Have Google+ Pages”
This article from Marketing Land discusses the fast adoption of Google+ by businesses, since its launch on November 7th.  According to BrightEdge’s December SocialShare report, 77 of the top 100 brands now have Google+ pages. This adoption rate will likely continue to increase in 2012 as big and small businesses begin to leverage Google+.  Via Marketing Land.

Ken Horst – “Will Clever Sense Help Google Become The Perfect Search Engine?”
Google is beefing up its voice search capabilities with the recent purchase of Clever Sense.  Similar to Siri for Apple, Google’s new voice search app will remember things it learns about the user so that future search results are even more targeted.  As more people use voice search on their mobile devices, online marketers will need to learn what it takes, other than location, to acquire a high ranking in the SERP.  Via Search Insider.

Happy Birthday TopRank Online Marketing Blog!

We’ve celebrated our 8th year of blogging this week. Thank you to everyone who has subscribed, shared, linked, commented and reached out over the  years. It’s an honor to be a part of such an amazing community and in this world of information overload, we appreciate your attention a great deal.  Thank you!

Have A Safe Holiday Weekend!

From the entire team at TopRank Online Marketing

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A to Z Internet Marketing News: Happy Birthday TopRankBlog!, 2012 Marketing Predictions, Social Disasters, Cashing in on XMAS | http://www.toprankblog.com

5 Tips for Content Marketers on Google Places Optimization for Local Search

Local and mobile search is being used more frequently by customers on their smart phones and other devices now more than ever.  As local search becomes more and more prevalent, marketers must ask themselves what can they do to incorporate this marketing strategy into their arsenal.

According to a recent release by ComScore, nearly 3 billion search queries contain local terms each month.  For companies that have a local presence, top visibility on local search is essential or that traffic will simply go to competitors.  Google Maps is one of the most frequently used local search destinations and even comes standard on many devices including the iPhone.  Google Places provides a great opportunity to begin marketing on a local level to your potential customers.

A best practice approach to local online marketing will greatly increase your chances of success.  The Google Places optimization tips listed below will help you create or modify your Google Places page to become more relevant to both search engines and potential customers.  I’ve also included suggestions on how this .

Consistency Is Key

It is important that your Google Place profile contains the same information as any other profiles your company may have online. Google Place pages create another opportunity to build trust and consistency as part of your marketing strategy. Be sure to audit your other profiles and answer each question as consistently as you can.  There are some additional ways you can create consistency on your profiles such as:

• Linking: improve searchability by linking your additional profiles together
• Imagery: utilizing the same imagery on multiple place pages will create consistency
• Branding: consistency in naming and referencing your brand is extremely important

*Content Marketing Tip: Go back to basics.

• Are you using the same contact information for each of your social profiles or business pages?
• Do each of your social profiles or business pages reflect your current management team or employees?

Complete All Information (Even if it is Not Required)

Have you ever heard the expression “better off safe than sorry”?  Take the same approach when setting up or editing your Google Places profile.  There may be questions that you consider irrelevent but could ultimately have an impact on how you are found online.  Make sure that you are filling out all standard information including:

• Company Name
• Address
• Phone Number
• Website
• Email Address

Adding additional elements to your page such as photos or videos are also an opportunity to optimize your content and share a little bit more about your company with your prospective clients.

*Content Marketing Tip: Take an audit of your other local and social based marketing initiatives.

• Have you completed each profile to the best of your ability?
• Can you repurpose some of your existing content for your Google Place page?
• Brand focused images used on other social profiles can be repurposed for your company Google Places page.

Encourage Interaction & Reviews

User generated content can be a very powerful optimization tool.  Actual customers may be using additional or different keywords or phrases to describe their experience with you.  Reviews also add validity to your statements and information written by your company.  Nothing speaks higher of a company than the testimonials of it’s customers.  I would recommend encouraging customers or clients to participate or simply urge them to visit your page and see what they think.  Some additional ways that you could encourage interaction would be:

• Posting video testimonials on your Google Places page
• Encourage clients to upload photos of themselves at your establishment or with your team

*Content Marketing Tip: Moderate, moderate, moderate.

• Are you currently moderating comments on your blog, website, or social profiles?
• Are you making a point to interact with your potential customers online?

Keywords

Including relevant and purposeful keywords in your Google Place profile is a strategic way to increase optimization.  However, you will want to avoid over stuffing your description with keywords or utilizing keywords in your business name that are not relevant to your offering. Do your research up front utilizing your analytics account to determine what keywords are appropriate for your business.

*Content Marketing Tip: To create an effective strategy you must research, implement, and adapt.

• Use keywords in your file names to improve optimization
• Update your information frequently to provide fresh content

Focus on Your Specialties

Do not be afraid to add details about your service offering, solutions, or products that will help your customers find you.  A simple analysis of your google analytics account can tell you what keywords users are searching for to find your company.  Do your best to use those descriptions in your company overview and specialities area.

• Think of what your customers will be looking for and provide imagery or documentation that will show your expertise.

The example included above separates this company from their competition.  I would venture to say that of the companies that came up in my search this for “Tire Repair, Minneapolis” their profile was the most consistent and complete.  Instead of having to further investigate on the company on their website I was given adequate information which would led me to contacting them immediately.

An optimized Google Places page is a marketing tactic that does not take a lot of effort but can have a very large impact on your searchability.  As with any online marketing strategy it is important that you present factual and consistent information for your customers or clients.  If you are ready to get started or make some change to your existing profile be sure to visit Google’s Getting Started page which will help you through the process.  Do you have an idea of how many of your customers have found you on Google Places? If so have you encouraged them to interact with your page and share feedback?

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5 Tips for Content Marketers on Google Places Optimization for Local Search | http://www.toprankblog.com

A-to-Z Internet Marketing News: Reflections & Outlooks, Facebook Addiction, Go Google+, Stats You Can Use, Social Fails

Social Commerce Psychology [INFOGRAPHIC]

This is indeed an infographic of a different color.  Tab Juice has created a very interesting graphic which focuses on 6 mental rules of thumb that affect social commerce buying decisions.  In an online world flooded with infographics this one definitely stands out!

Did You Know?

• 81% of consumers receive advice from friends and family through a social networking platform.
• 50% of people have made purchases based on recommendations received through their social network.
• Over 25,000,000,000 pieces of content are shared on Facebook each month.

#Trending: Reflections of 2011 & Predictions for 2012

“150+ Content Marketing & Social Media Predictions for 2012”  This very extensive list of 2012 predictions includes some of the creme de la creme for online marketers including: even more from Google+, the year for video and mobile, and long-form content poised to make a comeback. Via Content Marketing Institute.

Were 2011’s Predictions a Home Run or a Swing & a Miss?
“Six Social Media Trends for 2012” It appears that many of David Armanos 2011 social media predictions were spot on.  One miss was that Facebook would get their location based services together (sadly they did not).  His outlook for 2012 appears to require companies and brands make it as easy as possible for consumers to interact, share, and engage.  Which trends do you think have the most legs? Via Harvard Business Review.

Back to the Whiteboard: Top Social Media Lessons of 2011
“The Top Ten Social Media Lessons of 2011” Part 1 of a two part post by Christopher Barger focuses on the lessons that we’ve learned about social media in the past year.  2011 was flush with an over abundance of new social media platforms, privacy concerns, and marketers still trying to figure out social media measurement.  Via Forbes.

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A-to-Z Internet Marketing News: Reflections & Outlooks, Facebook Addiction, Go Google+, Stats You Can Use, Social Fails | http://www.toprankblog.com

Listen to Your Employees More

A recent study shows that a lot of bosses aren’t doing a very good job of listening to their employees. In these difficult economic times your small business might not be able to hand out cash bonuses or pay increases, but you can pay more attention to what your employees are saying. It’s bound to be good for businesses. Survey Results: The more powerful you are, the more difficult it may be to listen to your employees. That’s the conclusion from research conducted by Kelly See, an assistant professor of management and organization at New York University’s Leonard N. Stern Read the Rest...

7 Ways to Improve Your Online Reputation Management Strategy

Should we respond, get angry, fire back, ignore the situation, censor comments, or just see what happens?  Those are some of the many questions that marketers are faced with today.  With more and more consumers and customers turning online to share what they think of a particular brand or company it has become increasingly difficult to capture everything that is being shared.

In April of this year Yelp.com reached 50 million users with over 17 million reviews on their database.  If you are a professional responsible for online reputation management it makes you wonder how many other means are there for your customers and critics to share their opinion about your company.

According to a recent infographic created by Digimind 47% of American companies’ net worth is tied up in intangible assets like brand equity and reputation.  That being said there are two questions that I would like you to ask yourselves:

• Do you know what your customers,competitors, and critics are saying online about your brand?
• Do you have a plan in place to respond to negative feedback?

If you answered no or maybe to either of these questions then there are some things that you should know.

You Gotta Cover Your Assets.

Step one is knowing where you are present online. Step two is devising a plan for using those assets to your advantage.  The state of online reputation management today calls for more than a company website.  Try leveraging your social media channels as a way to attract, engage, and inspire positive feedback about your organization.

[It] is Not Just About Control.  It’s Also About Letting Go.

You are in control of what you post, where you’re present, and how you react to questions or comments.  Make sure that your online approach is aligned and consistent for each platform.  It is impossible to censor every negative comment and piece of information you have online.  Instead respond consistently and appropriately when you do find negative information.

The Rules of Engagement.

Should an issue arise I recommend you have influencers in your corner.  If you take the time to properly build and cultivate relationships online you will be prepared with an army behind you to approach the subject when and if it happens.

The First Rule of Fight Club is: You Do Not Talk About Fight Club.

If your approach to reputation management involves not talking about or planning for negative press then perhaps it’s time to rethink your strategy.  Managing your personal or company reputation head on will show that you have listened and that most subjects are not off limits.

Please Don’t Take a Turn to Negative Town.

Counteracting negativity with negativity is a recipe for disaster.  If you can, try to take a positive approach and do your best to present your case online if you deem necessary.  If you believe that a formal response is in order, maintain a positive outlook and show that you are open to feedback and will address comments head on.

There Are No Mistakes, There’s Things we do, and Don’t Do.

Learning from the mistakes we have made is key in improving a reputation management strategy.  Perhaps you responded poorly to negative feedback.  To avoid making the same mistake twice devise a plan for addressing issues and shedding a positive light on your organization.

Well, I Guess We Can Close the File on That One.

False.  Ongoing monitoring of your online reputation is key in protecting your assets online.  Consider implementing some cost effective solutions that enable you to monitor issues in real time for quick response. It is important to not only monitor your brand name but also products, the company, and key executives.

Not Sure How You Rate?

If you have a few moments I recommend completing the survey below.  I am curious to know how our readers would rate themselves or their companies when it comes to addressing online reputation management.  I would like to share the results on the TopRank Blog in a future post to see how our readers are addressing issues currently and provide additional tips on reputation management for the future.

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© Online Marketing Blog, 2011. |
7 Ways to Improve Your Online Reputation Management Strategy | http://www.toprankblog.com

Startup America Partnership Offers Special Services to Startup Companies

The Startup America Partnership has promised over $1 billion in special services to 100,000 startup companies over the next three years. The private sector group held its first board meeting at the White House last week. These are some of the major highlights that emerged. Background on Startup America: The partnership was launched at the White House as part an initiative to celebrate entrepreneurship. Under the chairmanship of AOL co-founder Steve Case, the alliance brings together major corporations, funders, service providers, mentors and advisors. The Kauffman and Case Foundations are founding partners, and American Express OPEN, Dell Inc., Intuit Inc. Read the Rest...

A-to-Z Internet Marketing News: Tacky Social PR, Can You Measure Up, Is Sales #1?, Sharing 2011, Email/Social Become One

2011 Social Sharing Trends [INFOGRAPHIC]

A new infographic recently released by Clearspring provides a good overview of social sharing in the past year.  I especially liked the breakdown of shares by social media platform.

Facts You May Not Know You Didn’t Know:

• 73% of the top 10 shares were related to death & disaster
• Twitter makes up 52% of sharing in Japan
• Google sharing declines by 8% even with the addition of the +1 button

Is Google Scheming on Your Location?

“Google follows Currents launch with activity-recommendation tool Schemer and face recognition on Google+ Econsultancy” If you want to try out the new location based tool recently released by Google, get in line.  Currently in beta testing mode “Schemer” is an online application that allows users to make plans and explore suggestions for things to do.   In addition to launching new services Google+ is also putting it’s best face forward with a facial recognition feature.  Sounds like Google’s been busy!  But will it pay off in the end?  Via Econsultancy.

To Post or Not to Post – Is That the Question?

“Should you Post Press Releases in Social Media?”   We’ve all read them, and some of us may be guilty of writing them.  Dull and sometimes self serving press releases hit the inbox of reporters and news wires on a daily basis.  Some professionals have even begun using social media platforms to re-share the same information.  However, is a social media channel the right place for sharing a news release?  SPOLIER ALERT: The jury is still out.  Via Forbes.

Bet Your Bottom Dollar We’re Investing in Social & Email

“Marketers to Integrate Social Media and Email in 2012” It is no surprise that companies are continuing to invest in social media and email marketing strategies.  What you may find surprising is that over 68% of people surveyed are planning to integrate their social and email campaigns in 2012.  Overall, marketing budgets for 2012 appear to be on the upswing with 51% planning to increase marketing budgets in the new year.  Via MarketingProfs.

When it Comes to Measurement Take the Road Less Traveled

“The Social Media Measurement Imperative: Building Business Value” eMarketers recent interview with Irfan Kamal from Ogilby & Mather provides some good insight into measurement of online initiatives.  Irfran says that “we are measuring just because we can measure, instead of measuring what we need to measure.”  Moral of the story, the easiest data to collect may not be the data that truly has an impact on your bottom line.  Via eMarketer.

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© Online Marketing Blog, 2011. |
A-to-Z Internet Marketing News: Tacky Social PR, Can You Measure Up, Is Sales #1?, Sharing 2011, Email/Social Become One | http://www.toprankblog.com

Small Business Owners Fearful of Retirement Unpreparedness Crisis

Three out of four small business owners believe that the number of workers financially unprepared for retirement has hit “crisis levels” according to a survey released by Nationwide Financial last week. The company is one of the backers of the Save Act introduced in Congress earlier this year. They say that it may help to encourage retirement savings by reducing some of the most common barriers small businesses face when it comes to employer-established IRAs. The survey made it clear that small business owners recognize the value of offering retirement plans but find them difficult to implement and afford. Among Read the Rest...

Social Media ROI as Return on Influence #Optimize

While the topic of return on investment with social media participation seems to polarize many marketing, advertising, and public relations pundits, there are a growing number of companies and agencies that are implementing social media marketing and analysis efforts to answer the question firsthand.

We’ve all read about or seen favorite examples going back to Dell Outlet selling a few million dollars worth of discounted computer equipment through Twitter, to Blendtec selling more blenders because of its YouTube videos showing what happens when a Blendtec meets an iPhone, or a rake. Of course, there’s also the famed Old Spice example of selling more body wash because of Isaiah Mustafa on a horse on a beach.

It’s About the Customers 

Besides those very viral and frequently shared social media ROI examples, there are also marketers that realize that it’s not always about selling widgets on Facebook or YouTube. It’s about the connections they make with customers being instrumental for recommendations and serving as inspiration to buy. It might not mean purchasing at the moment of social media interaction, but at some point in the future as the customer navigates the search, social, and mobile web.

It’s About Relationships

The value companies can get from investment in social media is directly tied to the relationships they build with customers and a relevant community. If a business wants to sell more widgets through Twitter, they could certainly achieve that goal providing they understand what information and experiences trigger those purchases and respond with an appropriate customer engagement plan. Whether Twitter is the sales channel or simply a proxy to the sales experience depends on the customers – not the brand’s objective of selling widgets on Twitter.

ROI is Also About Cost Savings

Sometimes realizing measurable business value from social media investment is a matter of creating efficiencies as some companies have by developing internal social network platforms that result in more effective collaboration and operational effectiveness. Those efficiencies often translate into better, faster, and more useful information for customers that result in cost savings or even more sales.

Measure What Matters

The better connections brands have with consumers, the more likely those consumers will be positively inclined to buy. Many social media ROI models are based on a direct marketing approach with an offer and response approach. The problem is that companies are chasing after a platform where relevant customers might be vs. understanding how to influence those customers through a social experience. The ROI from social media investment doesn’t have to come from direct sales through social networks, but that’s exactly how most companies evaluate.

It’s About Inspiration and Influence

A lot of productive social media marketing efforts are more likely to influence business outcomes than be the channel where those outcomes occur. Public and media relations, for example, isn’t that different. Positive media coverage creates awareness and inspires search or discovery of the brand and the sale occurs on the company website. Social experiences can provide brand-advertising benefits and inspire consumers to buy sooner, more quantity, or more often, as well as to choose one brand vs. another. What company wouldn’t want to sell more products, more often, more quickly?

Here are a few interesting data points and examples that suggest a correlation between social engagement and consumer buying behavior:

• eMarketer - Over 50 percent of Twitter followers are more likely to purchase from brands they follow.
• USA Today - Coca-Cola Facebook fans are two times as likely to consume product and 10 times more likely to purchase than non-fans, according to Wendy Clark, senior vice president of integrated marketing.
• Yahoo - Brands who sponsored content with social features increased purchase intent by 13 percent.
• Mashable - “Following Brands on Twitter Increases Purchase Intent.” A study by Constant Contact and research firm Chadwick Martin Bailey reports that 60 percent of brand followers are more likely to recommend a brand to a friend after following the brand on Twitter, and 50 percent of brand followers are more likely to buy from that brand.

The missing piece to many assessments of what value social media participation provides is that most marketers are chasing popular platforms with their own interpretation of what will motivate customers to buy. What they should be doing is understanding customer preferences and optimizing for the kinds of social experiences that will not only inspire purchase, but social sharing, advocacy, and loyalty. Social media is a communications platform that can help businesses serve customer needs across the lifecycle, not just at the top of the sales funnel. Understand that and an entirely new opportunity is revealed.

This post originally appeared in my Social Media Smarts column on ClickZ.

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© Online Marketing Blog, 2011. |
Social Media ROI as Return on Influence #Optimize | http://www.toprankblog.com