A Social Conscience?

Inherently, I'd like to think that people are good and that people want to do good. So, it should come as no surprise that Social Media inevitably has become a mechanism for causes and awareness campaigns. All Social Media channels instantly become a global forum and with the right backing, they have the potential to change the world.

As I have read more and more about this topic and some of the initiatives people want to create, I get excited. I feel a sense of pride - a sense that we, as a global community - could rise up from the safety our own homes and create real, tangible change. 

But, and there always is a 'but', change never comes easily and Social Media is, in a basic sense, easy. We can vent, rant and throw out an opinion, but will our fiery fingers lead to real change? I am not sure. 

I always think back to the Kony campaign which took off like no other crusade has before. Then, when the call to action was supposed to ring clear - nothing, nada, zilch. A few courageous people took to the streets to fulfill a promise but most just watched the video, hit "share" and moved on with their lives. 

So, can we make change? Can we collectively "do good"? I'd like to think so - but, I'd also like to hear your thoughts.

-Edmund McCombs

Stealing Followers - It Just Doesn't Feel Right, Does It?

Trying to find followers of your Social Media profiles can sometimes be difficult. Perhaps, you're looking in the wrong spot or targeting the wrong audience - whatever it is, it's just not working for you.  So, what do you do?

In my opinion, you re-strategize, get with someone who can help you (like Brand'EM) and plan a new approach. An article recently published on entrepreneur.com suggests a sort of strategic poaching. Essentially, scouring your competition's pages and then getting their followers to find and "like" you. They refer to this as "stealing" followers but I am not sure that that term is correct because really, all you are doing is offering people options. As they say in the article, "Stealing is usually a zero-sum transaction, wherein one party loses and the other party wins. But that is not how it works with social media."

The beauty of social media is that when someone turns on their computer or switches on their mobile, the world is at their fingertips. They are no longer confined to fancy billboards and flashy lights, they can simply hunt and gathering until their query or demand is met.

A happy client or customer can not be poached which is why it is up to you and your brand to make sure that your competitor is lacking and that your service is so impeccable that they never have to go anywhere else. And, in today's world, that finer touch - that step above the rest - begins and ends online. Are you ready?

-Edmund McCombs

Social Media - The Future of Customer Service

Last night, I was reading an article (you can find it here) and it mentioned the top Social Media trends for 2014. It went over the typical trends of selfies, Facebook remaining a constant and that people will continue to use their mobile phones to view Social Media; however, the one that caught my attention most was # 8, the one that mentioned a trend in customer service.

8. Customer service will migrate to social media

Social media channels have become an irreplaceable tool for customer service. In times of crisis, national airline Finnair uses social media to respond to its customers and to provide them with status updates and other instructions.

Successful customer service operations in social media require humility and a constant presence. Moreover organisations would do well to remember that material shared in social media channels will remain accessible to customers in some form. This also opens up possibilities for effective marketing based on customers sharing corporate content. Online dialogue will also change the way companies develop their products, as they’ll have the benefit of constant feedback from their customers.

I find this fascinating because this truly shows the power of Social Media and how when a brand does things right, it can truly reach the core of its customer base.  

Many years ago, I had a negative experience with a cable tv provider. I complained online after an exhaustive attempt at a resolution with a call centre and, even thought I remained furious with the call centre, when a representative commented back to me on Social Media I felt a sense of understanding. I thought, "Wow - someone is listening. Someone did care about my issue!" It didn't make me forgive or understand their lack of knowledge within the call centre setting but it did let me know that they had implemented a Social Media plan to resolve issues and that was a pretty good thing in my mind.

So, what's your opinion? As a business do you have a plan in place for dealing with customer service complaints or, even better, compliments? If not, let Brand'EM know and we can work with you to sort out a strategy.

-Edmund McCombs

Are you all that Social?

The thing with Social Media is, you either get it or you don't. And, for those that don't, it just seems like a big beast hiding off in the forest waiting to pounce on you. But, here's the deal - it's not. It is actually an amazing tool to get you and your business noticed and talking to all of the people who like or love your product or service.

Now, I get it. Maybe you don't have time and maybe you don't care enough to learn all of the facets to Social Media that can propel you to the next level, and that's ok! Brand'EM Consulting can talk you through it, manage your accounts or train your staff to help you integrate online and offline efforts in a way that throws out your marketing net and captures all the ways in which your customers/clients want to interact with you.

When it comes to starting your Social Media journey, don't look at it as an all-encompassing, overwhelming process but rather a way to dip your feet into the pool that is the internet. Brand'EM Consulting is happy to help and make the whole process seem a lot less intimidating. So, reach out to us on: info@brandemconsulting.com and let's just start the conversation about your brand and see where it leads.

-Edmund McCombs