The rise of social media as a critical communication channel cannot be ignored. In fact, according to a 2009 Nielsen study, social media has overtaken email as the most popular online consumer activity. Yet it remains the most misunderstood and feared of any communication channel.
While the proliferation of social networks, social shopping and the corresponding tools needed to facilitate these connections is new and exciting, social media can also be overwhelming to marketers as they struggle to learn the new skills necessary to reach and engage key audiences across the social web.
Consequently, the thought of engaging customers and the fear that those conversations may not go as intended often cause the most experienced marketers to cling to the traditional marketing channels they’ve become most dependent upon. So, how to break free of old habits? Like any good rehab, it starts with a solid 12-step program.
1. Admit you’re an addict. Advertising, direct mail and, yes, even email are seen as comfort food. While still useful, they remain, for the most part, one-way communication channels. Recognizing this and embracing the need to change and be “open” to truly creating dialogues with customers is the first step.
2. Get wet. Use social networking in your personal life to familiarize yourself with the tools. Don’t be shy because you’re new to the party — you’re not the last one in the pool.
3. Learn some history. Find case studies in your industry, as they’ll often help you identify new opportunities, best practices, cautionary tales and potential business models. Two dozen good ones can be found on my association’s (PMN) website.
4. Evangelize and find an advocate. Often, embracing social media requires a sea of change, and support is critical. Find an executive sponsor to help push your program through, and continue to evangelize.
5. Get to work. I love starting with Forrester Research’s POST methodology. Take the time to understand your customers, set some objectives, build a strategy and search for the technologies you need to embrace the medium. You may also want to start by socializing some of your traditional channels to test the waters. For example, try adding sharing capabilities within your emails.
6. Build incrementally and listen. Ultimately, you want to be everywhere your customers are. But you need to start somewhere; take small steps. I always recommend starting narrow, but going deep. Take the time to understand each channel, and listen and learn before adding additional networks into the mix.
7. Take chances. Don’t be afraid to try new things. Be open to the possibilities of the social web, but keep customers’ needs front and center.
8. Create value. Take the time to understand the value of each channel and how each channel and program can add value to your customers’ experiences with your brand.
9. Be honest, transparent and responsive. Anything otherwise will be quickly noticed in a social environment.
10. Be a team player. Create cross-functional teams to brainstorm and share learnings.
11. Measure success. Review and track activity, measure programs against your business objectives, and calculate ROI. And don’t lose sight of how your programs impact customer satisfaction, as well as customers’ likelihood to recommend and purchase more products.
12. Communicate success. After all, it’s about creating conversations. Share your insights and create excitement for your efforts both internally and externally so others can learn from your experience.
Building conversations and relationships is hard, but when it’s done right and with the best of intentions it can be very rewarding. Welcome to the Age of Conversations.
Michael Della Penna is co-founder and executive chairman of the Participatory Marketing Network, an industry association dedicated to helping marketers transition from push and permission marketing to participatory marketing. He’s also the founder and CEO of Conversa Marketing, which helps brands build social and email marketing programs. Reach Michael at email@example.com.