This is a guest post by Sameer Panjwani from DirectoryMaximizer.com.
Social media can give a very accurate view of what people think of your brand. How your brand is perceived is nothing more than the collective opinion of your target market.
That’s why it’s so important to constantly watch social media and what people are saying about you.
It’ll tell you everything you need to know about whether or not people like your brand and your products and how you’re doing in comparison to your competitors.
These are the 8 most common types of messages that consumers will project in the social sphere.
#1 – They Love Your Service
If you provide a product or service that people love, they’ll be very happy to share it in their social media platforms.
This is especially if you go above and beyond their expectations. For example, Zappos often gives customers free overnight delivery – Without advertising it. When customers receive their order overnight, they’re so surprised that they share their experience on social media.
#2 – They Hate Your Service
Likewise, if you disappoint a customer or antagonize a customer, they’ll gladly share that on social media as well.
One famous example is when an AOL rep refused to cancel a man’s subscription. The man recorded the call and posted it on the social web – Where it took off like wildfire.
#3 – Real Experiences
People will often share real experiences with their friends, often without judgment. For example, someone might say that they just saw a movie, or that they just ate at X restaurant or that they’re joining X coaching program.
They’ll share their authentic experiences, with or without judgment on the experience’s quality.
#4 – Recommendations
Friends will often help other friends out by recommending products or services. Your goal as a marketer should always be to try to get these recommendations. These recommendations are more powerful than any type of marketing you could do, because they carry the weight of friendship.
It’s one thing if a movie poster tells you a movie is the greatest film of the year. It’s another thing if your friend tells you that. That’s the power of recommendations and that can only happen if you’ve built enough social media trust.
#5 – Requests for Recommendations
Often time’s someone who’s looking to buy a product will ask their social network for recommendations. For example, someone might go on their Facebook status and ask “Does anyone know a good massage therapist?”
You want to position your brand so that when people ask, you’re the one who gets the referral.
#6 – Suggestions
Customers will often offer unsolicited suggestions. While some of these may be completely unrealistic, such as making your products free, many of them will actually be great ideas.
Companies often find that when they listen to customer suggestions, their customers can actually provide some of the best ideas for improving products and even marketing.
Encourage a two-way dialogue with your customers. Even if you aren’t implementing their suggestions, make sure you keep the door open.
#7 – Which is Better?
Customers will often time’s compare one product to another, one brand to another through social media.
Which video player is better? Which camera? Which restaurant? So on and so forth.
Naturally, you want to come out as the winner in these comparisons. That said, you can’t possibly watch and monitor all the different “comparisons” conversations out there. The best you can do is create a top-notch product, then monitor as many social media conversations as you can and see if you generally win these comparisons.
#8 – Allegiance Proclamations
Finally, the best type of social media buzz for your company is an allegiance proclamation. That’s when someone says they’re fed up of someone else’s product and will use yours from now on.
“I’m tired of Burger King; I’m eating at McDonald from now on.” So on and so forth. What’s great about these proclamations is that friends will ask why, and your customer will essentially turn into your spokesperson.
It’s an endorsement for your company in the strongest form. It’s more than just a compliment; it’s an allegiance.
These are eight of the most common types of social media buzz you’ll find around brands. Monitor social media around your brand carefully, as it can tell you a lot about what other people think about your company.
Top 10 Search Terms:
• lnkd in • etoro review
Social media is everywhere. I am more careful these days about how I follow a recommendation. I value a review or recommendation from someone I know as opposed to a stranger giving a positive comment. Also, I’m aware that a lot of comments could be faked to give a positive impression.
These are some really good suggestions and it is good to monitor marketing signs and it helps you to grow your business and find your strategies pros and cons.
These recommendations for a better social media strategy are great.
Always be on alert to see what works and what does. Always be the customers go-to-guy.
More people need to be alert and read these types of comments.
Social media is indeed an incredibly important part of the online game these days. You ignore it at your own peril!
The most frightening part of ignoring social media is the prospect of becoming one of the case studies of failure that people use!
Nice list you got there. Simple yet always taken for granted by social media marketers. Social Media is a powerful toll which when used right can give success to a company.
I agree with Richard! Everyone is selling something these days and it is so simple to fake recommendations, they can even be bought! I don´t trust recommendations on social media, I do “old fashion” research on Google to see what comes up.
I loved using Social Mention to monitor these and Google alerts. Great way to know if others are talking about your company on social media. And who is talking about your products if from another company etc. Many times I’ve people tweet about something rather than email.
Social media is truly a powerful tool when it comes to gaining more exposure as well as attracting more targeted customers. Testimonials can be easily faked, so many people rely on feedback from other people they know about a product or service. Technology + word-of-mouth from family and friends are factors which makes social media a great addition to one’s business marketing plan.
Having a grip on social media is no longer a novelty. It is essential. There is so much important information to be gathered, constantly being shared in real time. If you are unable to tap into what is being said you will be left behind.
You are very right about this. As someone who arrived a little late on the scene, I am constantly blown away by the kinds of feedback and information available through social media. It’s crazy! I need people on staff to monitor and keep things up to date online full time!
Thank you for sharing this Sameer! I’m glad that social media marketing has become popular these days, thanks to the developments in the world of technology. It’s definitely an easier, faster, and more cost effective way to market products and services.