Resolve your target audience's problems with content to win them over to your brand

2m to read / 

Today's digitally savvy consumer (read as mobile powered) is looking for solutions 24/7, 365. Brands can transform their digital marketing by being 'Right There, Right Then' with their message to win them over.

When a consumer wants to know something, wants to go somewhere (on a holiday, to a restaurant, to a business location), wants to do something and wants to buy something, they need to connect with the brands that have solutions right away. Simply put, these are the four basic need states that digital marketing needs to answer. And answer quickly and effectively. By being 'Right There, Right Then'.

Today's marketing needs to be in the here and now. It is about intent, and the answer to that intent needs to be there right away. Today's audience is starved of time, and have very little attention. Brands need to adopt the following five 'experiential' forces to transform their digital marketing.

1.  Synchronize

Today brands need to have a well synchronized multi channel strategy. In our world of Always On, it's important to be across all consumer touch points (including all offline) to lead the consumer towards becoming a customer. The process of learn, discover, research, socialize and buy is best optimized to be seamless and uniform. You can't transform your digital marketing unless it is founded on a one brand many channel strategy.

2.  Localize

Brands today need to have content to meet the demands of the consumer – in many forms. But what's critical is context. Consumer behavior is changing because of what mobile uniquely allows them to do – to find most answers when they need it, around where they are. Mobile's geo location technology empowers consumers more than ever. Brands need to focus on local first, specially those in retail.

READ THIS: 6 Ways to Be There in Today's Search Driven World

3.  Personalize

Mass marketing is fading fast to micro marketing where products and experiences that are created to treat customers individually—along with personalized marketing treatments—are what's winning the marketing battle. You really need to know your audience, and their intentions. Audience insight is your first key step. Insight is what transforms your digital marketing.

READ THIS: Customer Insights is your First Step in Digital Marketing

4.  Socialize

Today, it's absolutely essential for a brand to be there on social media. Consumers and customers want to be empowered by brands to be connected and be in the know. And social media is where they turn to for that connection and brand engagement. Social is where today's consumer gets informed and inspired.

READ THIS: How to Make your Social Media Rock Solid by Listening and Acting Quickly

A website is no longer enough, and on your website you must include social sharing buttons and ensure that web content is always shared on social platforms that you are on. Social media interaction is key – you really cannot engage and interact on your website with your audience as you can on social. Make this your key channel and be relevant. With today's social "buy buttons" social has become a marketplace. But it's not about just selling.

Move from Selling to building Relationships – this is what will end up giving you a far more robust presence online. One that meets and engages today's audience.

5.  Maximize

Your brand's content marketing needs to be both relevant and engaging. That content, that information needs to be in the here and now. It needs to be current, always-on and outstanding to rise above the rest.

READ THIS: 8 Must Have Steps to Unleash the Power of Content Marketing for your Brand

Brands need to realize that one size does not fit all. The campaign is traditional. The TV spot is losing its impact. Localization is really becoming important. And personalization of brand message is what is cutting through. All these factors are critical to help transform your digital marketing.

And that's the basics of digital marketing strategy. That's 101. Please share this post with your friends and colleagues today... And do comment if you feel you want to add to this.

Now read this:

Intent is the new black in digital marketing. In-the-moment marketing is what's hot.

Use the Power of Here and Now: Convenience Marketing with Wearables

Read more

6 Winning Social Media Post and Content Ideas that help engage audiences

3m to read /

Here are some ideas for social media posts that help your brand keep your audience engaged. You should not be posting content that's focused purely on your brand – that's boring. But even if you post on topics that are interesting, that somehow connect to your brand, you still need inspired content buckets to use to vary it up a bit. Here are a few content types that you can use to keep your audience interested and engaged:

Before you start, you really need to know your audience. Your customers, your targets are looking for content that helps them, content that is useful to them, in context of your brad or product. It is critical to realize that Customer Insights is your First Step in any Digital Marketing. Once you are armed with that insight, you can develop posts that serve to those areas of interest...

1. How-To 

'How-to' posts have immediate value for your audience. They are practical, it helps them with their daily lives or solves a particular problem they may face. 'How-to' posts also makes your brand look an authority on the topic – and you become a go-to source for information and inspiration. You'll need to think about your audience and not just interaction with your brand. What do they really need to know, versus what you want to tell them? Think of them first, not your brand. Think value.

2. Tips 

Tips are simple posts that could be quick lists or small nuggets of information for your audience. They should be readable quickly – one should be able to skim over them. Tips are tactical and different from How-To posts because they don't need to explain a whole process in detail. Tips are highly ever green and shareable, and have key word value as well. 

3. Lists

List posts are for quick, immediate consumption. They can be shared easily, and people consume these "listicles" far more readily and easily than any other type of posts. They are optimized for web and mobile consumption and get shared more often. Good list posts are not long. The points can be one liners and can easily be converted to visuals. List posts can be built around your brand or product, but should ideally, go beyond that in providing value.

4. Tools

Tool posts are like Tips and How-To posts, but these don't necessarily have to be your brand related directly. You can curate these from around the web if you need to. Grab hold of useful sites, plugins, and downloads that make your life easier and share them with your readers. Keep the content useful and relevant to your topic and your brand.

5. Influencer content

You can get relevant and insightful content from influencers in your domain. Influencer content adds credibility to your brand and also builds relationships with the right influencers you use. They in turn can help build audiences and engage them for your brand or product. You can simply curate influencer content and serve it up for your audiences on relevant topics, or get the influencers to participate and contribute to your content.

10 Essential Steps to Influencer Marketing Success for your Brand

6. Thought leadership

These are point-of-view posts that establish your brand as a knowledgeable authority on topics that your audiences find relevant. The purpose of these posts is to demonstrate understanding and command of the topics you want to lead on. These may not have tactical impact on your audience, but have larger corporate impact as a brand. They make your company look great and reliable. They should be transparent and open, and have consumer/customer value as an end goal, and should not be about corporate drum beating.

6. Interactive and participatory

You can have your audience participate and contribute to your posts and your content overall. User generated content and opinion goes a long way in convincing your audiences about your brand or product. It's so much better that just one-way posting from you. Mix it up with polls, ask for UGC (User Generated Content), request them to share their opinion, create quizzes, and ask your audience to develop content with tips, experiences and hacks.

Keeping your content types varied and interesting is key to engagement.  That's Digital Marketing Strategies 101.

Now read these related posts on content and social media:

8 Must Have Steps to Unleash the Power of Content Marketing for your Brand

Winning Content Strategy: Always share something valuable and useful

7 Useful Social Media Post Ideas for winning Content Marketing

Customer Insights is your First Step in Digital Marketing

Dump your social media content calendar and go with inspired content

Read more

Job openings in advertising, media, digital agencies in Dubai and the Middle East

4m to read / 

Here are some current openings across the region at the group of agencies where I work. A lot of these job openings are for digital roles.

Open Vacancies – October 2017

Senior Digital Media Planner – Riyadh

Marketing, business or related subject with expertise in digital and social media. 3-5 years of experience in media department or media company.

Digital Analytics Manager – Dubai

Ideal Candidate should have a solid understanding of marketing analytics, audience targeting and online advertising. This role requires a highly collaborative individual who is analytical and comfortable using data-enabled problem solving capabilities to ensure success. Well understanding of Audience Management & Data Visualization, DMP, and Audience Development.

PR Sr Account Manager/ PR Associate Account Director – Dubai

6 – 7 years Public relations experience, if possible working in PR agency. Understand the requirements of the market and looking to join a hardworking and fun team. Would suit candidate who is experienced with Healthcare, consumer, government or related clients. Regional experience preferred.  Arabic speaking preferred.

PR Account Director- Luxury- Dubai

We are looking for an enthusiastic and committed senior PR professional with at least 8 years’ experience within a well-known PR consultancy, ideally on major regional and international financial brands. The ideal candidate will have a track record of working on Middle East/GCC and global client engagements including beauty & luxury clients.

Media Executive – Dubai

1 years of experience in media department or media company. Marketing, business or related subject with expertise in digital and social media.

Account Manager – PR – Doha

5 years Public relations experience, if possible working in PR agency. Understand the requirements of the market and looking to join a hardworking and fun team. Would suit candidate who is experienced with Healthcare, consumer, government or related clients. Regional experience preferred.  Arabic speaking preferred.

Digital Media Manager – Dubai

5+ years of experience in digital media planning preferably for a Media agency. International and local experience are valued. Knows the latest digital media trends and is able to prepare, review and present digital media plans for clients. Join a global media brand agency and further your career. Arabic speaking is beneficial.

English Copywriter –Dubai

Copywriter who is looking for their next step, wants to join a global creative agency, able to work seamlessly online and offline, lives and breathes advertising and is of course talented. Send your CV and portfolio link.

Communication Planner – Abu Dhabi

We are looking for an ambitious, strategic thinker excited by the opportunity of working in a fast paced role with a talented bunch of people striving to deliver best in class creative and CRM thinking. Must have loyalty/CRM communication planning experience.

Account Manager – Abu Dhabi

4 years plus experience in Loyalty, CRM Advertising/Direct Marketing. Able to develop and manage multi-channel campaigns from inception to delivery. Strong facilitation and presentation skills, both in preparing materials required and in delivery. Loyalty/Airline experience beneficial. Great opportunity to join a global agency.

Account Executive – Dubai

1-2 years experience in Advertising/Marketing. Strong facilitation and presentation skills, both in preparing materials required and in delivery. Fresh graduate with advertising degerr can also apply.

Junior English Copywriter –Abu Dhabi/Dubai

1+ year of experience. Copywriter who is looking for their next step, wants to join a global creative agency, able to work seamlessly online and offline, and is of course talented. Send your CV and portfolio link.

Junior Designer – Abu Dhabi/ Dubai

1+ year of experience. We have an opening for a young, ambitious Graphic Designer, who can work across traditional and digital media with excellent graphic design/visual communication skills- digital, branding/identity and traditional print. Send your CV and portfolio link.

Graduates

Whether you’re starting a career in Media, Advertising or PR, there’s an opportunity for you at MCN. You need to be creative, articulate, comfortable in analyzing data and highly organized. In addition to this you will need to have a strong team spirit and a ‘can-do’ approach. From time to time, job opportunities open up at MCN.

There are no opportunities available at this time, however, we encourage you to share your profile for our future reference.

Internship

An internship at MCN enables you to interact with innovators in your field, benefit from leaders who will develop your potential with hands-on experience, and help shed light on your career options. We’re looking for students who are professional, ambitious, intelligent, innovative, and positive willing to work in HR, MEDIA, or FINANCE.
There are no opportunities available at this time, however, we encourage you to share your profile for our future reference.

HOW TO APPLY FOR JOBS POSTED ABOVE. CLICK HERE.

What are jobs available in general in advertising, media, digital agencies...

The number of job titles and descriptions at agencies that deliver digital marketing solutions is an ever increasing list. What are the roles involved and where do they fit in in the digital product cycle? Every day, in this connected age of marketing, we see new points of engagement come to the foreground, and naturally new positions are created, or current roles are customized to address the new areas of focus. 

Here's a starting-point list of the most common job titles and roles at advertising, media, social media and specialized digital services agencies...

Brand

Channel Neutral Planners, Brand Managers, Strategic Planners (non digital specific)

Integration Director/Manager, Integrated Content Manager/Coordinator

Digital Strategy

Digital Strategists – define the role of the brand in digital specific channels 

Audience & Insight: Insight specialist, data analysts, Analytics Managers,
Content Strategy Managers/Directors, Engagement Strategy Managers, Campaign & Eco-system Planners, Social Voice Strategy Managers, Behavior Analysts, Trends Analyst,
Performance Marketing Director/Manager/Specialist, Usability Engineer/Strategist

CRO Specialist (Conversion Rate Optimization), CRO Director, CRO Analyst, CRO Data Specialist

Data Planner, Affiliate Marketing Manager/Specialist, 

Digital Creative

Creative Technologist

Digital Creative Director, Digital Art Director, Digital Production Artist, Graphic Designer, Digital Identity Development Art Director, 

Video Director, Videographer, Video Editor, Video Producer

Digital Content Director, Content Creation Manager, Copywriter, Content Editor

SEO-relevant writer, SEO specialist

UI/UX Designers, UI/UX analyst

Digital Programmatic Creative Specialist/Manager/Director

Pre flight manager, Traffic Manager, 

Project Manager

Social Media

Social Media Director, Social Media Manager, Social Media Account Handler/Associate

Social Media Strategists (Director/Manager), Social Media Planners, Social Calendar Developer

Community Manager

Social Media Data Analyst, Social Media Monitoring Manager/Director, 

Social Media Distribution Manager, Social Content Publisher

Social Specific Content Manager, Social Content Art Director, 

Paid Social Manager, Paid Social Planner

Customer Experience

Web & Mobile Experience Architect, Website Designer, Website Developer, Mobile Apps Strategist, Mobile App Designer, Customer Engagement Analyst, UI/UX specialist,  CMS specialist, 

Programmers, Specialist Programmers, Mobile Code specialists, Applications Designers, Loyalty Specialist Designers, CRM designers, Website Pre-flight Analyst, QA&QC Manager, 

Experience Strategy Director, Digital Activation Manager/Director, 

e-Commerce Director, e-Commerce Strategy Director, e-Commerce Designer, e-Commerce Creative Director/Art Director, e-Commerce Content Analyst, e-Commerce Code specialist, e-Commerce Product Analyst, e-Commerce Content Coordinator

eMail Marketing Specialist/Manager/ Creative Director, eMail Marketing Analyst

Innovation

Innovation Leads, Digital Product & Service Development Manager/Director, Innovation Lab Director, Innovation strategy Director, IOT Specialist, IOT interface designer, Wearables Strategist, Wearables interface designer

Media

Digital Media Director, Digital Media Strategy Director/Manager, Digital Media Engagement Director, Digital Media Data Analyst, 

Digital Media Associates, Media Planners, 

Digital Media Buying Manager/Director, Digital Media Buyer, 

Digital Media Dashboard Manager, Programmatic Director/Manager, Digital Media Content Analyst, Digital Media Pre Flight Manager/Associate, Digital Media Distribution Manager, 

Media Creative Director, Media Art Director, Media Engagement Manager/Director

Media Content Manager, Media Content Writer

RTB Director/Manager, RTB Specialist (Real Time Bidding)

Paid Social Planner, Paid Social Buyer

Search

SEO Analyst, SEO Specialist, SEO Consultant, SEO writer, SEO Coordinator, SEO tag specialist, SEO specialized Web Designer/Developer

SEM planner, SEM strategy director, SEM Buying specialist/Manager/Director, PPC Director, PPC Analyst, Keywords Analyst, Trends Analyst,  Growth Specialist, SEO Editor, Bidding Director, 

Demand Generation specialist, 

Account Management/ Client Interface / Agency Management

CEO – Digital, Digital Managing Director, Digital Group Director, Digital Account Manager, 

Client Services Director/Manager/Associate, Digital Services General Manager

Social Media Director/Manager/Associate, CRM Manager, Experience Director, 

I haven't even mentioned niche job titles like "Snapchat Content Strategist" or "Digital Culture Analyst" – those jobs are either super niche and fall into the "invented here" bracket, or are just ways of luring brands through the front door.

If you're a brand looking for an agency and have really specific needs, you need to figure out if they are equipped to handle what you want, or are they just going to get someone within their staff to just try and "talk the walk". The roles above cover a wide spectrum – some are highly specialized roles needing unique skill sets – the others simply evolve from current roles and job descriptions. Either way, that's how agencies and brands today are defining and rising to the needs of digital marketing. And just knowing about these roles is basic knowledge – its Digital Marketing Strategies 101. 

Please add your comment if I have missed a role or job title that you feel should be included in this list.

Read this: How to get a job in Digital at an Agency

Read more

5 Ways for your Brand to be Always Customer Focused

3m to read /

In our increasingly connected world, it is imperative for brands to be seen as customer focused – always and continuously. It is a relentless pursuit of happiness – for your consumer, your customer, and not necessarily for your brand and your team. But focusing on the customer does have its payoffs. Here are five simple things you can do to keep your customers, in the loop, informed, interested and happy...

1. Build a sense of trust. 

Whether or not, you offer some kind of customer service via your online channels, it is important that you build a sense of trust with your customer. Relationships are built on trust. It depends on the way you 'speak' to your customers on your social channels, your website, your chatbots – and particularly offline. Be clear in delivering a message that is consistent about what you do, what your brand or product promises, how you deliver on that, and what your customers (and your target audience) can expect from you.

Keep your customers informed about changes, updates, and problems (if any) with your products and services. Be consistent, and deliver a mix of information that is relevant to their everyday lives, as well as good news from your side – that is of benefit to them. When you resolve a problem that a customer had had – beyond their expectations – they usually become loyal customers and advocates for your brand and product. That's what trust does for you.

2. Listen to your customer. Be open to feedback and criticisms.

Digital marketing is built around the customer, the audience you want to talk to, and getting proper insights about your customer, the consumer, their needs is what should be your first and fundamental step. You need to listen to your customers all the time. With proper intent. 

Customer feedback, criticisms, suggestions are hugely useful because they are direct input and insight from those who have used your product or service firsthand. This allows you to and fine-tune your products, iterations, fixes and new versions to the specific needs and preferences of your target audience. You can use surveys, open social media channels that allow for interactions, communities, user groups – even user generated videos such as unboxings and 'first impressions'.

3. Be reachable, be open, be honest.

In this digitally connected age, there's no excuse to say "Sorry, we're Closed'! Yes, you are in a 24/7 world that's Always On. The more easily accessible information you provide across multiple channels, the better you look. And that information has to be open and honest – faults, fails, wins, losses and all. You have to be open to multi channel contact and engagement – and that's not easy. Are you on WhatsApp? Via SMS? On Facebook? Is your twitter channel ready to receive feedback and are you ready to deliver on that?

4. Give them value. Create usefulness.

To win with your brand's content marketing strategy – give something away – for free!  Not prizes, not coupons. Value. What you need to do each and every time is to share content with your audience that is useful and valuable for them. That's how you create an experience that your target audience will enjoy, benefit from, and look forward for more. And be consistent with your generosity!

Content is hugely valuable in our currency of marketing today. How do you create a winning content plan for your brand? There are so many ways to use content to better market your products and services, to better connect to your target audiences, and engage consumers. Whichever way, whichever types of content you plan to create and share, remember that end-user value is critical.

As far as the types of content you can or should create, see Content Marketing Strategy: What kind of content should you create.

5. Always, always deliver what you promise.

Yes, you create value, yes you are open and honest, but are you delivering what you promised? And then some? This is important. When you make a promise, keep them within the boundaries of what you can manage to deliver – and make sure they match your goals. Your deliveries, your actions do not have to be flawless each and every time, but make sure you fix things, repair any emotional damage to trust, and then go the extra mile.

Customer experience today is a tough game. And social media has made it a game where the rules are constantly changing. Play it right, and your brand will resonate with your audience. Please share this with your friends and colleagues today.

Now please read (and share) these related posts:

• 8 steps to building Awareness and Customer Loyalty with Social Media

• Customer Insights is your First Step in Digital Marketing

•  Improve your social media engagement. Move from Selling to building Relationships

Read more

What jobs to target in Digital Marketing at Agencies and Brands

4m to read / 

The number of job titles and descriptions at agencies that deliver digital marketing solutions is an ever increasing list. What are the roles involved and where do they fit in in the digital product cycle? Every day, in this connected age of marketing, we see new points of engagement come to the foreground, and naturally new positions are created, or current roles are customized to address the new areas of focus. 

Here's a starting-point list of the most common job titles and roles at advertising, media, social media and specialized digital services agencies...

Brand

Channel Neutral Planners, Brand Managers, Strategic Planners (non digital specific)

Integration Director/Manager, Integrated Content Manager/Coordinator

Digital Strategy

Digital Strategists – define the role of the brand in digital specific channels 

Audience & Insight: Insight specialist, data analysts, Analytics Managers,
Content Strategy Managers/Directors, Engagement Strategy Managers, Campaign & Eco-system Planners, Social Voice Strategy Managers, Behavior Analysts, Trends Analyst,
Performance Marketing Director/Manager/Specialist, Usability Engineer/Strategist

CRO Specialist (Conversion Rate Optimization), CRO Director, CRO Analyst, CRO Data Specialist

Data Planner, Affiliate Marketing Manager/Specialist, 

Digital Creative

Creative Technologist

Digital Creative Director, Digital Art Director, Digital Production Artist, Graphic Designer, Digital Identity Development Art Director, 

Video Director, Videographer, Video Editor, Video Producer

Digital Content Director, Content Creation Manager, Copywriter, Content Editor

SEO-relevant writer, SEO specialist

UI/UX Designers, UI/UX analyst

Digital Programmatic Creative Specialist/Manager/Director

Pre flight manager, Traffic Manager, 

Project Manager

Social Media

Social Media Director, Social Media Manager, Social Media Account Handler/Associate

Social Media Strategists (Director/Manager), Social Media Planners, Social Calendar Developer

Community Manager

Social Media Data Analyst, Social Media Monitoring Manager/Director, 

Social Media Distribution Manager, Social Content Publisher

Social Specific Content Manager, Social Content Art Director, 

Paid Social Manager, Paid Social Planner

Customer Experience

Web & Mobile Experience Architect, Website Designer, Website Developer, Mobile Apps Strategist, Mobile App Designer, Customer Engagement Analyst, UI/UX specialist,  CMS specialist, 

Programmers, Specialist Programmers, Mobile Code specialists, Applications Designers, Loyalty Specialist Designers, CRM designers, Website Pre-flight Analyst, QA&QC Manager, 

Experience Strategy Director, Digital Activation Manager/Director, 

e-Commerce Director, e-Commerce Strategy Director, e-Commerce Designer, e-Commerce Creative Director/Art Director, e-Commerce Content Analyst, e-Commerce Code specialist, e-Commerce Product Analyst, e-Commerce Content Coordinator

eMail Marketing Specialist/Manager/ Creative Director, eMail Marketing Analyst

Innovation

Innovation Leads, Digital Product & Service Development Manager/Director, Innovation Lab Director, Innovation strategy Director, IOT Specialist, IOT interface designer, Wearables Strategist, Wearables interface designer

Media

Digital Media Director, Digital Media Strategy Director/Manager, Digital Media Engagement Director, Digital Media Data Analyst, 

Digital Media Associates, Media Planners, 

Digital Media Buying Manager/Director, Digital Media Buyer, 

Digital Media Dashboard Manager, Programmatic Director/Manager, Digital Media Content Analyst, Digital Media Pre Flight Manager/Associate, Digital Media Distribution Manager, 

Media Creative Director, Media Art Director, Media Engagement Manager/Director

Media Content Manager, Media Content Writer

RTB Director/Manager, RTB Specialist (Real Time Bidding)

Paid Social Planner, Paid Social Buyer

Search

SEO Analyst, SEO Specialist, SEO Consultant, SEO writer, SEO Coordinator, SEO tag specialist, SEO specialized Web Designer/Developer

SEM planner, SEM strategy director, SEM Buying specialist/Manager/Director, PPC Director, PPC Analyst, Keywords Analyst, Trends Analyst,  Growth Specialist, SEO Editor, Bidding Director, 

Demand Generation specialist, 

Account Management/ Client Interface / Agency Management

CEO – Digital, Digital Managing Director, Digital Group Director, Digital Account Manager, 

Client Services Director/Manager/Associate, Digital Services General Manager

Social Media Director/Manager/Associate, CRM Manager, Experience Director, 

I haven't even mentioned niche job titles like "Snapchat Content Strategist" or "Digital Culture Analyst" – those jobs are either super niche and fall into the "invented here" bracket, or are just ways of luring brands through the front door.

If you're a brand looking for an agency and have really specific needs, you need to figure out if they are equipped to handle what you want, or are they just going to get someone within their staff to just try and "talk the walk". The roles above cover a wide spectrum – some are highly specialized roles needing unique skill sets – the others simply evolve from current roles and job descriptions. Either way, that's how agencies and brands today are defining and rising to the needs of digital marketing. And just knowing about these roles is basic knowledge – its Digital Marketing Strategies 101. 

Please add your comment if I have missed a role or job title that you feel should be included in this list.

Here are some current openings across the region at the group of agencies where I work. A lot of these job openings are for digital roles.

Read this: How to get a job in Digital at an Agency

Here are some posts that address digital marketing needs and how they are best addressed by key people in the roles above:

Insights & Data/Analytics

• Intent is the new black in digital marketing. In-the-moment marketing is what's hot.

• Customer Insights is your First Step in Digital Marketing

• What do women want from brands online today

• Data made simple: What is first, second and third party data?

Customer Experience & Social

• 5 Simple Ways to get your Mobile Marketing Done Right

• The importance of listening in social media, and how to get it right

• 4 ways to build a cool Snapchat audience for brands

• 3 ways to improve your brand's online advertising

• Improve your social media engagement. Move from Selling to building Relationships

• 11 simple ways for brands to build better following on social media

and one transformative development that's redefining roles at agencies:

• Why media agencies are now doing creative: Programmatic and Data Driven Creative is a powerful combination

Read more

8 steps to building Awareness and Customer Loyalty with Social Media

3m to read /

The way social media has become an integrated part of marketing is built around the fact that it helps boost customer loyalty like never before. Here are eight ways to use social media to help build awareness and customer loyalty...

1. Start by listening

Customer Insights is your First Step in Digital Marketing. This is something you really need to keep in mind (and do read the linked post as well). You can't have insights if you don't listen. You need data – and data that's cleverly converted to valuable insight.

Social media listening is not just for monitoring social performance or sentiment. It provides a huge opportunity for customer loyalty building and retention.

Where are your customers on social media? Which platforms do they prefer – particularly in context of your brand or product.

Which particular products and services do they talk about the most. Which ones get no responses at all? What are the sentiments (positive or negative) when they mention these products? Do they recommend them?

Do they have consistent positive or negative comments on social that you should encourage or address quickly?

And, from a social media point of view, what kind of content are they truly engaging with – commenting, sharing, liking? Are they creating content on social platforms around your brand or product (User Generated Content)? Do they prefer photos or videos? Long form content and blog posts? How To's on YouTube? Unboxings?

These above listening points give you so much insight about your customer, that you cannot afford to ignore any of those signals. And, ideally, you should also key in your customer data from your mail or CRM programs.

The importance of listening in social media, and how to get it right

2. Provide value to engage your customers

Often brands forget the importance of socially driven customer retention. Social can be of huge help with after sales. Here's where you get feedback from your customers and you build better engagement by creating value for them. Have some sort of a plan – a content calendar – that locks in promotions, customer special offers, seasonal campaigns, and a few dedicated 'customer only' offers and promotions via social.

If you create he right value adds for your customers, it becomes easy to up-sell, cross sell across your product lines. This is where brand loyalty kicks in. Value is really key here – and make no mistake, value is not just about deals and offers. Value is perceived benefit as well. When you are there for them as a brand.

3. Customers get First in Line on Responses

Honor your customers by responding to their queries and feedback quickly and effectively. A whole lot of brands often don't bother responding to questions and feedback – which really fails their social efforts. No one wants to watch a new product video when they have a beef about a product they already own. Social media customers expect to hear back – almost within the hour. If you are able to maintain a good response rhythm, that in turn impresses the people following your brand who just aren't quite customers yet.

4. Seek out the super customers and advocates

Use your social listening tools to identify which of your customers are super fans and loyal, and beyond that, who are the real advocates for your brand. Find ways to reward them – and not just in tangible ways, but also via social recognition when possible.

You can create 'Super Customer' clubs on social and offer some value for members – your best customers and advocates. Again, use listening here to get feedback about what they feel about the rewards and recognitions. Which ones work better?

5. Create rewards programs

Offer a program which your social fans and community can clearly identify as rewarding and one that adds genuine value. It does not have to be limited to special offers. You can offer sneak previews of new launches, special user tips, How To Guides, Upgrades, Product Tips, posts on product benefits they may not know about, and so much more.

6. Get more than just your social team involved

Social media aimed at customer building and retention is beyond just the realm of community management teams. Get your customer support teams, your senior marketing teams, and even your top executives to contribute to your social efforts. Content that comes from top leadership helps establish a sense of rapport with your customers and builds a trust factor that a community manager just cannot muster.

7. Share their victories, feel their pain

You cannot build a community of loyal customers on your social platforms unless you are genuine and human. Your responses, posts, mentions have to be genuine. When a customer heaps praises, retweet and share it with an aded on comment that appreciates their effort. Address their product pain points with empathy – not "We'll get back to you asap".

8. Measure and learn. Then keep doing what works

Analyze your results regularly and accurately. What worked? What didn't? Which rewards worked? How quickly did the team respond to customer queries? What was feedback sentiment. And, of course, if you can track social to effects on sales and numbers, that's what really helps. So you need to track everything you do on social from a customer perspective and learn from the results you achieved. Then, keep doing what works and improve on it whenever possible by being creative and meaningful.

These are some simple points to remember when you use social media to attract and retain a good customer base. And, no social media strategy should be built without having that as an important reason to exist.

And that's the basics of digital marketing strategy. That's 101. Please share this post with your friends and colleagues today... And do comment if you feel you want to add to this.

Now read these related posts:

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7 Simple steps to creating a rock solid content strategy

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Content, is today's marketing gold. It is the key that brands are using to connect and resonate with their audiences. Here are seven simple steps to having a rock solid content strategy.

The fundamental strategy for successful content marketing is to consistently create and publish great, helpful content. The more your target audience can believe that you have solutions and answers when they have questions, the more your reputation grows as a reliable source. This is what leads you becoming a reliable, trusted brand – a go to brand. Simply: People buy from people they trust.

When creating content, ask yourself these fundamental questions first: Is this content going to provide something that the community will benefit from? Is it unique and something that the user won't quickly find just anywhere? And, does it resolve a problem and answer a useful question. Then, use these steps to draft a solid strategy:

1. Outline your brand goals and objectives

Your social media and content marketing goals should reflect your brand and company goals. How do your content goals (both from a type of content you create, and where it will reside) should align and support your brand's marketing goals. Audit your current social media situation and ensure that it is in line with overall marketing objectives.

2. Define your target audience

Who is your content aimed at? Have you taken the time to really understand your target audience?  Do you know their demographics? Their social media behaviours? Their media consumption habits?

Read : Customer Insights is your First Step in Digital Marketing

3. Where's the demand? What content do they want?

Take your time to understand exactly what kind of content your audience is looking for. What are the questions they are asking? What problems do they need resolved? You need to continuously keep listening across all social media to keep a tab on this. This is critical to formulating your content strategy.

4. What kind of format works for your audience?

What format works well for your audience and community? Is it infographics? Videos? Text? Blogs? Live Streams? Webinars? You can test this yourself by analysing what does well for your posts, or you can get insights on this by monitoring what works well for your competition or your vertical.

5. What platforms are they on?

Knowing where your audience really is helps you decide on your distribution strategy. You may be creating great, useful content, but if it is on the wrong platform, it does not serve your purpose. There's two points here to keep in mind. First, which platforms are they on, and second, what type of platform suits your type of content well.

6. Track your content performance

Have trackable, traceable criteria in place to measure performance. Set your performance goals and track against them. How do you identify and analyze what key metrics you will use? Different elements have different criteria you log against. For sales, it would be click rates and conversions, for awareness it would be audience growth and engagement.

7. Be consistent

Being consistent is key to be recognized as reliable. Having a plan is important, but do stick to it. And, as well, have a sense of readiness for in the moment content – content that reflects what's happening around you. But again, being consistent with platform, format, delivery, timeliness are all key to succeeding.

Please share this with your friends and colleagues, and do feel free to add your comments.

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