Thoughts on Social Media, Marketing, and The Importance of Customer Support
At the root, people buy what they desire, what they need and/or want.
It is my belief that marketing is evolving due to the new kid of the block. Social media is rapidly becoming the determining factor in the buying process. In a growing number of industries social media is the primary trigger for the actual acquisition of leads.
What does this mean?
The customer is becoming an integral part of the marketing process. Your actions toward them and the conversations they initiate about you and your company have more impact than ever before!
A change is needed.
Modern marketers make customer service and support the fulcrum of their marketing plan. It’s definitely what can only be described as an uncommon way of thinking; but it is a useful one.
Here is an idea!
Instead of telling your prospects how good your products and/or service are, show your customers. Turn them into raving fans. They will become your social media sales force!
The meat and potatoes.
Many people are still trying to understand what social media is about. It really is quite simple; it’s about understanding how to market through your customer service and support team. The next level is joining the conversation.
Once you learn to meet and exceed your customer’s needs, you will be well on your way to tapping into arguably the most powerful marketing tool in the world, social media.
Dell made the switch and I don’t need to tell you how big they have become [I just wish I had bought their stock when I picked up on it, several years ago]. Other companies like Rackspace promote their business based on their fanatical customer support. They made a cool 1/2 billion dollars last year, and have about 2000 employees on call to help you 24 hours a day/7 days per week/365 days per year. Google’s business is built of turning customers into raving fans. For all intents and purposes, Google doesn’t advertise or market. How much money do you think Google is worth?
One approach you could take.
The key to pleasing your customers is taking care of your employees. One approach you could take is to turn your marketing team 180 degrees, focus their energy on developing your work culture. Who knows what it might grow into.
About the Author:
Will Franco is the CEO/Founder of jiveSYSTEMS (a video email marketing software and training company). He also runs an online community / membership group called AskFlywheel, in which he teaches cutting-edge online marketing strategies. His mantra at work is "Think-Automate: Do it, Automate it, Delegate it, or Ditch it"
