Online Marketing Blog

Is your social media strategy sending your customers mixed signals?

As a B2B organization with a focus on technology, you may believe that you are facing additional obstacles that your B2C counterparts are not.

Many of you have tried to implement social media in the past without much success.  However, you may still believe that B2C companies have it easier because they have a direct line to their consumers.  The good news is, you do too!  In fact, 58% of IT buyers use social media to make tech buying decisions.

Getting in front of the proper decision makers and influencers when selling SaaS, IT, or any other technology is not as hard as you may think.  It is imperative that you follow a series of social media best practices directed at finding, engaging, and motivating your social network to take action.

For companies trying to make sense of social media and online marketing, it’s important to take a step back from all the “TwitFaceBlogTubeIn” mania for a second and look at the nature of how these things are going to work for the overall business.

There are many questions that need answers:  ”Should we develop a strategy first before engaging?”,  ”Should we experiment and develop a strategy as we go?”, “Will it ever be OK to ask customers if they want to buy directly within social channels or will we always have to tiptoe around the subject?”

Here are a few considerations to help answer those questions and establish the framework for a sustainable and successful social media marketing program.

Last night I had an enjoyable conversation with Scott Monty of Ford, Jeff Hayzlett (formerly CMO Kodak), Mike Monello from Campfire and our host Bob Knorpp of the famous BeanCast about a variety of topics including foursquare, Facebook, Hulu, social gaming and even small logos. One of the topics that emerged from that discussion was the astute observation of how many companies “suck” at social media.

The current iteration of what we all call social media has been around for at least 3-4 years but apparently brands are still irrelevant on Twitter and companies continue to blunder on Facebook and show a lack of understanding of what makes social media conversations succeed at reaching business goals.

The book, “Groundswell: Winning in a World Transformed by Social Technologies” by Forrester’s Charlene Li and Josh Bernoff offered companies a much-needed framework for companies to understand social technologies and consumer behaviors. It also  introduced the now popular four-step process for developing a social media strategy.

A lot has changed since we first interviewed Charlene Li about the Groundswell, including her move to begin the Altimeter Group. Other changes include blogging having met its match as a popular social technology with the exploding popularity of tools like Facebook and Twitter.

Charlene’s new book, “Open Leadership: How Social Technology Can Transform the Way You Lead”, is essentially about how leaders can tap into the power of the social technology revolution and how to be “open” while still maintaining control.

With more businesses realizing the power of digital channels to nurture relationships, rally fans and build customer affinity, opportunity abounds for savvy professionals.

But with execution all over the board how should those who are new get started?

To answer that question, we posted thoughts from a variety of marketing and web professionals on social media strategy before tactics.

It’s an ongoing debate, but the consensus among the marketing and PR crowd is clear:  strategy before tactics is the logical approach for businesses to take when engaging in social media.

Sarah Evans provides a clever analogy:

It’s a debate that’s more common than you might think. Strategy or Tactics first when it comes to social media? Many companies approach their participation on the social web tentatively, picking a popular tool like Twitter, Facebook or for the more adventuresome, a blog. The exercise of setting up and populating a profile, friending others and seeing what happens is akin to the proverbial “throw spaghetti against wall to see if it sticks” school of marketing.

There’s a time and place for tactics, for strategy and for experimentation. I think it’s perfectly reasonable for a company to test certain channels without a broad corporate wide commitment to being more social. However, that effort should be guided by smart analysis of audience, tools and with the aid of goals and measurement methodology. Without a plan, social media efforts often fail, waste time, money and detract from the brand experience.

One of the most trusted sources of marketing research and information is MarketingSherpa. I’ve been a subscriber for many years and always look forward to the reports on Search Marketing, Email Marketing and B2B Marketing. Last year MarketingSherpa started conducting research and publishing a Benchmark Report on social media marketing.

The new Social Media Marketing Benchmark Report (affiliate link) was recently released and I’ve had a few days to take a look and will provide a review for our readers.

As you can expect, this guide is a “meaty” 250 plus pages of research, charts & tables, examples and well written advice. Over 2,000 marketers participated in the survey covering a myriad of topics ranging from strategy to forecasting & budgeting to integration with other marketing channels to specific research on social applications such as Twitter, Facebook and blogs.

Photo credit: Susanica

Of those that reach out to our agency at TopRank, most of the companies I talk to are intrigued and even excited about social media. The challenge for organizations is that they’re often not exactly sure where to start or what will happen if they do.

For many companies, kicking off a social media effort is like jumping off a cliff. The question to consider, as asked at last week’s OMS event, is whether your company is jumping as a base jumper or a Lemming?

What I mean by that is a question as to whether your organization is following others blindly into the chasm of social web participation or are planning and preperations being made first? Are the right people being educated and given the proper tools? Is there a plan with a specific objective?

Thinking about social media? Or are you waist deep and need some help? A session today at SES NY highlights different approaches to social media, its purpose and how and why you should get involved.

Li Evans, of Key Relevance, hammers home the need for social media strategy within her presentation.

Social Media – done for the sole purpose of traffic or links – probably isn’t social media you should be doing. Social media is not about your marketing message, it’s about what the customer has to say good or bad. It’s about them talking about you.

Whatever you do socially, remember that the end user has control of your message and sometimes your brand. Li goes on to explain that these conversations are happening any way, online and offline, so would you rather be part of it or continue to ignore it?

Day 2 at SES NY kicks off with a lesson in Social Media for the little guy.

The purpose of the session is to find out how small companies with small budgets can freely tap the world of social media to improve business and increase sales.

Here’s what we learned from Jennifer Evans Laycock:

Take the ‘marketing’ out of Social Media Marketing because it isn’t about marketing, but rather about conversations.

In addition, there is a reason social media is called the bleeding edge, because it can hurt especially if approached in the wrong way.

Remember, when you are developing marketing plans, that the goal is not to integrate the latest big thing but rather to integrate what works. As a small guy, the people on the leading edge are other marketers and not likely to be your prospect. There’s nothing wrong with leveraging pre-established social tools.

Social media is hot, just take a look at Google Trends to see the comparison between topics like “search marketing” being eclipsed by “social media” in terms of search volume and news references – at least according to Google. Along with all that “hotness”, there’s good and bad when it comes to the way companies are beginning to engage social media channels.

On Twitter, the difference between mentions of  ”search marketing” and “social media” are even more pronounced. Of course this is by no means a formal assessement, but it gives you an idea of what people on the web are paying attention to and in some cases, what they expect.

Central to the notion of effective social media participation is the ability to create, publish and share content. The sheer volume of information on the topic of social media marketing makes filtering and prioritizing what’s most important to a specific organization a challenging task.

There’s a lot of excitement from marketers and companies but not everyone is exactly sure how to go about it.

I think it’s important to focus on the key components of what it takes to deploy an effective social media strategy individually and as a whole. By understanding the social web as it relates to fundamental marketing principles, tactics, tools and best practices, you can create a framework or roadmap for the development of a working strategy.