success Archives | waveSpawn Marketing

March 15, 2011

Creating your social media strategy

Create your roadmap Is it wise to start a business endeavor without a plan? Most people wouldn’t build an office before they determined what their business would actually do. Without a strategy there is simply no structure, no clear objectives and no real way of determining its success.

The same principles apply to social media. Establishing a roadmap with clear objectives can help you determine the success or failure of your program. For example, what is your business trying to achieve through social media? Is it to:

Interact with customers and prospects
Increase visibility and strengthen your brand
Reach new audiences
Create loyalty
Deal with customer service and support issues
Boost revenue

Regardless of what you decide, you should plan to create measurable metrics for your social media program. These types of statistics, if tracked properly, can help to measure and monetize the results of your social media campaigns. Let’s say, for example, you have a small business and your goal is to interact with customers and prospects. In this case, you’ll want to define what would constitute success. For instance, the number of:

Completed customer satisfaction surveys per month
New features suggested by users (that are implemented)
People who post something about us
Blogs that link to us

There are a variety of criteria which you can use to measure progress. The idea is to define relevant success metrics that translate into meaningful business context for you. For example quantitative metrics may include number of sales, new leads, new qualified subscribers, while qualitative could track satisfaction levels, loyalty, visibility, amount of interaction, feedback. For qualitative goals, don’t get too complex, use simple rules as metrics.

Set your social media campaign goals based on these metrics. Monitor often and course correct as necessary. Don’t expect to get it right the first time, but by establishing benchmarks you can filter out channels and strategies that don’t return good results. Trial and error can be your best ally in discovering where to focus the most energy.

January 21, 2010

Social media creates a small business success story

I thought this was an interesting article detailing how a small bag manufacture in Seattle – Tom Bihn – was able to leverage social media outlets to connect with fans and customers.

Darcy Gray is a VP at Tom Bihn.

Gray manages the Tom Bihn Facebook fan page, forums, blogs, Flickr and Twitter. She said updating them is a lot of fun and works on them whenever she checks her iPhone… She said engaging directly with customers began with the TomBihn.com forums.

“In 2006, it occurred to us that our customers and potential customers could get significant value from talking with each other as opposed to just with us. They could share their experiences of their Tom Bihn bags, offer advice for selecting the right bag to new customers, and post reviews/pictures of their experiences with their bags,” she said.

She said the company’s success on social media starts with their bags and that social media tools have given them more powerful ways to connect.

“Anytime a company is given more ways to directly communicate with customers, it’s an opportunity for growth. Tom Bihn designs all of our bags himself. Interest in a particular type of bag might encourage him in a certain direction,” Gray said.

By using a combination of blogging and interaction with their communities on YouTube, Facebook, Twitter, and Flickr, Tom Bihn has been able to build a sustainable business.