Whether you call yourself a custom installer, AV dealer, technology integrator or gadget guru; all the knowledge and CEDIA credits in the world don’t guarantee a successful business. The ability to keep existing customers and earn referrals while drumming up new patrons is really the hallmark of any successful business.
You will NOT be shocked to learn that social media is an effective way to help your business. Whether it’s improving customer service, increasing brand awareness or reinforcing a position as the de facto home theater, automation, or $21,000 speaker wire experts in your community, social media can help.
It’s easy to get hyper focused on the actual tool or network being used, but the communities of social media are no different than your typical Chamber of Commerce function, 18-hole business meeting or three-martini lunch, except they happen from the comfort of your desk without the associated fees. Are the relationships a bit more superficial? Sure, but the ability to connect with hundreds, even thousands of existing and potential customers in a way that fosters trust, educates and shows your business is focused on the right things does more to plant seeds for the future than quaffing any number of martinis.
Rather than go on about tools and technology (we’ll do that another time), here are some real world examples that communicate the value of social media.
1.) A marketing manager starts the day checking emails and perusing social networks for new posts, questions or feedback. A deeper search turns up a negative review on Google local saying an employee had drilled unnecessary holes in the wall, stained the carpet and left before getting the job done. Seeing it was only one day old, and knowing the customer, the owner reached out privately offering to make amends. Feeling taken care of, the customer updates the Google local review with glowing remarks and a potential long-term scar is turned into a beauty mark.
It’s nice to see reputation management tactics in full effect, but still not a WOW example.
2.) Later in the day, the same marketing person is monitoring his Twitter feed and notices a trade media update stating that Big Box AV Store is closing down its nearest location. Knowing the store represents the biggest competition, the owner immediately approves an email marketing and social media campaign built around the idea that local residents don’t need to travel far to get the same prices with better, more knowledgeable service. Three months later, the shop sets a record for most flatscreens sold in a quarter.
While it’s possible for the planets to align and create a scenario like above, we won’t always have the good fortune of 50,000 new customers with nowhere to buy gadgets and gear. This is why the notion of community building is such an important part of social networking. You can’t reach the entire 50,000 all at once, but sharing a call-to-action with your existing social network that encourages them to invite friends who may be looking for electronics or technology upgrades certainly can’t hurt.
3.) A custom installer has 50 Facebook fans and wants to grow a follower base quickly, but not just with riff raff and irrelevant “likes.” The owner considers giving away an iPad, TV or some other prize after hitting a certain benchmark, but doesn’t think it effectively shows the company’s philanthropic side. Instead, the owner chooses to support a friend in the community because of the personal connection and because he’s never tried cause marketing. For every new fan the agency’s page gains that month, the owner donates $2 towards the treatment of a terminally ill boy who also happens to be his friend’s son.
Situated in a suburban community, people recognize the name and the page earns over 800 new fans in the course of a month. $1600 is not pocket change, but helping a terminally ill child in need is money well-spent, even without a single new follower. The added benefit; by supporting a cause close to the agency’s heart, staff morale improved and the fan base grew exponentially. An unexpected twist were the comments left by new fans worth far more than $2K, things like, “What an amazing thing to be doing for our community, thank you,” and “I can’t believe an electronics shop is doing this!”
A strategic social networking plan won’t manage your employees or teach you the finer points of C++ programming, but if done well, social media can play a critical role in reputation management, thought leadership and brand awareness. Add to that the low (no) entry cost, SEO and trust-building benefits and it’s hard to find reasons not to consider.
One of the biggest factors working against social media engagement is a perceived lack of time. In the next post, we’ll explore how to make and budget social web time effectively.