Social Media 101 - Part 3

Have you read Social Media 101 - Part 1 & Part 2? This post will make more sense if you have.
1. http://magnoliasolutions.blogspot.com/2009/10/social-media-101-part-1.html
2. http://magnoliasolutions.blogspot.com/2009/10/social-media-101-part-2.html

We have covered; What is Social Media and Networking sites MySpace & Facebook.

Twitter (www.twitter.com) is the social media of the moment, despite starting in 2006. Twitter asks users to answer “What are you doing right now?” in 140 characters or less. It is, in essence, a status update or a micro blog.

Like other social media sites, Twitter users are encouraged to connect and interact to build relationship and communications. ‘Twibes’, a wordplay on Tribes, are people with common interests. Connecting with members in your Twibe of interest ensures you get the most from your interactions and make better quality connections.

At the moment, on the Twibe site (www.twibes.com), there are:
o 21 ‘Retail’ Twibes
o 40 ‘Sales’ Twibes
o 19 ‘Customer’ Twibes
o 29 ‘Gift’ Twibes
o 35 ‘Shopping’ Twibes
o 40 ‘Shop’ Twibes

That is 184 Twibes that you as a Gift Retailer can interact with immediately. Once you find a Twibe you would like to join, you simply hit the button and enter your Twitter account and password (the first time only) and the information is automatically attached to your account.

It is important to make your ‘Tweets’ interesting and relevant.

Although Twitter is mainly text based you can upload photos to sites such as Twitpic (www.twitpic.com) and write a comment which will automatically update your Twitter status (too easy!). If you have more than one photo per topic then it is best to upload on your site, Facebook or blog and then Tweet about that via a link.

Twitter retail store application:

· Update Stock just in or on its way (create excitement)
· Communicate instore promotions
· Create ‘Spot Special’ excitement – clear stock that is not moving at what is normally a quiet time
· Interesting stories your have read online
· Interesting magazine articles
· Keep emphasising the thing that makes your store different
· Connect with complimentary businesses to promote your business
· Connect with suppliers, customers and other local businesses
· Connect with relevant Twibes

The Social Media landscape should be a little clearer for you now, next up: Blogging!

Social Media 101 - Part 2

Have you read Social Media 101? This post will make more sense if you have. http://magnoliasolutions.blogspot.com/2009/10/social-media-101-part-1.html

To understand where we are now, let’s look back a few years.

My Space (www.myspace.com) was launched in 2003 and quickly became ‘the’ must-join site. It predominantly engaged and was used by Gen Y, artists and musicians. It was easy to dismiss as it did not have an obvious business application, even though it did launch many bands and artists worldwide. It connected them directly with their market and encouraged direct interaction. For the first time, people could have a ‘personal’ interaction with their favourite artists, as well as other people that spanned time zones, countries and demographics.

My Space challenged Gen X and older. We did not share our personal information with perfect strangers! We were more private and did not see a place for this social site in our lives.

Facebook (www.facebook.com) quickly followed and was not as easy to dismiss or ignore. Initially, developed in 2004, as a ‘keep in touch’ tool for Harvard graduates, Facebook quickly spread around the world and across many generations. It allows users to have their own FREE mini-website and a voice. Users set up their page, invite people to connect with them and share information, photos, music and videos. It was the photo application that was quickly adopted by users and lead to Facebook’s incredibly rapid adoption among the not so tech-savvy public.

Facebook Applications were added to extend the interactions on the site. There are over 35 000 applications on the site, ranging from surveys, quizzes, petitions, fortune telling & real time chess! In addition to a personal page, Facebook allows business pages, blogging, advertising, creation of group and events. All of these tools/applications can be used to promote your business and develop a close relationship and interaction with current and new customers.

Pages can be public, so that anyone can view them, or private, where connections are made by invitation only. Generally, personal pages are private and people must request or be invited to connect. Business Pages and Events are generally open and can be followed at the click of a button.

Facebook users can post regular status updates, comment about information on friends’ pages or join a conversation on public interest pages. The choice is endless, the result is a closer immediate interaction. The beauty of Facebook is the ability to use images and text to make it more interesting.

Facebook retail store application:

· you can create a page for your store
· link to your website, blog, twitter
· provide store location & contact details
· update your status daily with: new stock in store, sale information, product information, funny short stories, nice customer interactions, website updates, loyalty program information etc
· upload pictures of your product lines
· invite customers to upload pictures with your products or experiences
· ask questions and engage your customers (Discussions tab)
· provide reviews / testimonials of past sales (Reviews tab)
· add a calendar of in-store events to your page so customers know what is coming then review it and upload photos after the fact
· remember to promote your Facebook page instore on your information and on your website and other media

Next, we'll cover Twitter & Blogging....

Subsequent posts:
Social Media - Part 3. http://magnoliasolutions.blogspot.com/2009/10/social-media-101-part-3.html

Nancy speaks to Prue MacSween on 2GB

I was chuffed to be asked to talk about my favourite topic: Customer Service with Prue MacSween on her Small Business program on 2GB, 873 AM, last night, 29 September 2009.

I have long been a fan of Prue's, she is knowledgeable, funny, witty and is not afraid to raise a topic that should be discussed, even if it is unpopular.

There doesn't seem to be a better person to lead the discussions for small business.

I will be blogging about the separate things we talked about over the next few blogs, so please tell me about your experiences GOOD & BAD.

In the meantime, enjoy listening to our discussion (about 6 minutes):

Prue's show: http://www.2gb.com/index.php?option=com_homepage&id=29&Itemid=333

Small Business with Prue MacSween airs Monday - Thursday 7.00 - 8.00 pm on 2GB 873AM.

Magnolia Solutions

p: 02 9559 8870

e: info@magnoliasolutions.com.au

Prospecting 101 for SMEs

Although I mainly work with retailers, I sometimes work with SMEs (small to medium enterprise).

I have just written a sales program for a client and thought I would post parts of it over the next few weeks.

I have generalised it here for the sake of the blog and anonymity, but this should get you started:

1. The most important thing is to clearly define your customer; if you don’t know who they are you won’t know where to find them.
   


2. Define your competitive advantage and your features and benefits – this will help you communicate the benefit of customers buying from you.
   Always remember that you are solving a customer’s problem; the solution is to work with you as you are the best solution for them - problem solved.
   


3. Know where your competitors are and identify the gaps, in terms of location or product offer.
   If you think the same customer will benefit from your stock then approach them.
   If you think that there is a better customer near the one your competitor works with target them.
   


4. Know where your final customer shops (your customer’s customer) and target customers there.
   Read magazines, blogs and other media and make a prospect list from this.
   Always keep an eye out for prospects, be ever alert!
   


5. Do your homework online, on the phone and on foot! Ask questions, that will lead you to the prospects. When someone says no, try to find out why (without being rude or pushy) and try and avoid this in the next conversation!
   


6. Prepare a phone script – this will help you be comfortable and concise.
   


7. Don’t forget referrals. If you have a satisfied customer, ask them for a referral or suggestion of another customer. A happy customer will always want to help.
   


8. Keep up to date records of your prospects and where you are at with them. Don’t ring the same person with the same shpiel – the door will forever be shut to you.
   


9. Follow up when you say you will – if you can’t be relied on before they buy from you, they will not be encouraged in terms of the long term relationship.
   


10. When you approach them it must be in a way and language they are comfortable with. Always try and speak to someone before sending anything as this will ensure your letter/info gets opened (at least).
    Don’t bombard them with information if they are not familiar with you. Be patient and take it one step at a time.
    Email is cheap but it is not as effective as it once was. Have a hard copy to send as well as some people don’t have or like email.
    


11. The customer is always right – without them there is no business.
    Be polite, genuine and professional, don’t be familiar, flirty or sleazy.
    Listen to what they are saying and respond accordingly. If you don’t know the answer to something be honest and let them know you will find out and be back to them.
    


12. Do not take any comments, criticism or rejection personally.
    These are professional interactions.
    You don’t know how a prospect’s day is going, what their past experience has been, what their preferences are. You may remind them of someone horrible, they may have had a bad experience with a similar product or they could just be an apathetic business person without any foresight.
    Whatever it is, be professional and move on.
    Remember; No means NO!
    But maybe touch base again in 3- 6 months!

Happy Sales!