Social Media for Lead Generation? Maybe Not

I came to a conclusion about lead generation and customer service while I was reading through “The State of Small Business Report” from Network Solutions and the Center for Excellence in Service at the University of Maryland Robert H. Smith School of Business. The report focuses on the development of small business and a section of the report talked about social media adoption. Social media adoption has actually doubled for small business over 2009 from 12% to 24%. However, that is not the interesting stat.

Based on the performance of Social Media image to the left it was rare when social media actually met the expectations of the business owner. This could be chalked up to higher expectations but there is an interesting dynamic that I recognized in the stats. The one stat that actually received higher than expected results was the collaborating more externally with vendors and customers.

This further supports thoughts I have had with Jason Baer and Brandon Prebynski... we talked about the concept of people laughing about social media being used for lead generation. The true value of social media is ingrained in communication through stories and customer service. We are talking about a communication medium where sharing, customer retention, and customer communication are absolutely… positively… king.

This also supports the concept of enterprise systems developing more social capabilities in the software helping corporate cultures market and communicate. Every facet of customer communication needs to be looking towards social as another way to speak values across a subset of people.

It is hard to imagine a world where every social media consultant is NOT talking about lead generation. However, we may be experiencing another shift in the way we look at social media.

By the way… small business is still increasing spending in social media. Let the games begin.

5 Tips to Being Productive in Social Media

We had a packed house yesterday for the Staying Productive in Social Media seminar! It is always fun to communicate the importance of managing your time effectively. I wanted to send out the slide deck I used for the presentation… and… give you a few basic tips for staying productive.

Tip 1: Use the 4-Points Model

When using social media you should keep in mind the 4-points model. There are 4 points social media applications should touch in regards to your daily life: Business, Local Business Networking, Social, and Information. Choose four main networks where you spend the most of your time.

I use LinkedIn for business applications, Smaller Indiana for local business networking, Facebook for social application, and Twitter for information. LinkedIn can be described as my connection Rolodex. Facebook is to keep me updated on my friends and acquaintances from college and high school. Twitter is a wonderful information aggregation tool where you can follow influential people and the information they share. Smaller Indiana is a great place to connect to local professionals and share ideas on how to make Indiana a better place.

Tip 2: Commit Yourself

You get what you put in. How many times have we heard that? When using social media commit to a set amount of time a week to using your applications. You will find yourself spending to much time on your applications if you fail to designate a certain amount during the week.
I try to designate an thirty minutes to an hour of each day to information sharing (writing blogs, commenting on blogs, perusing my Google Reader) and an hour a day to using my other networks (Facebook, LinkedIn, and Smaller Indiana).

Tip 3: Setup Time Blocks for Social Media Management (Facebook Meeting)

If you use Outlook or Google Calendar (well.. any calendar) it is important to setup time blocks for use of social media. Some people may disagree with me but I find it extremely valuable in helping in building a habit and setting aside time.  Setup up social media meetings!

Tip 4: Try Rescue Time

RescueTime is an AWESOME time management tool for Internet use.  RescueTime is a web-based time management and analytics tool for knowledge workers who want to be more efficient and productive. If you own a company and you are looking for a great tool to help manage your employees time online… this is for you. Check out the video below:

RescueTime Reports from Tony Wright on Vimeo.

Tip 5 : Do Not Get Sucked into the Social Media Black Hole

Everyone knows the problem of the social media black hole…. let me run the scenario. You get on Facebook at 10:00 am. What are you doing? You are probably checking your messages… updating your status… and looking at pictures.

All of a sudden your chat box ignites with a flurry of activity. Friends from long ago are tweeting you, texting you, Facebook chatting you, and frankly… destroying your ability to get anything done. This is the social media black hole. Easy fix > turn off chat functionality on everything.

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I Don’t Care About Your Clients. I Care About Their Friends.

Here is a quick thought for your Monday morning. I always try to get a point across in all of my seminars surrounding the concepts in social media and the Internet. it goes something like this..

“As a marketer in this age of online communication.. I don’t care about your clients… I care about their friends.”

This concept has been gaining importance according to the rules of viral marketing and online marketing. When we are focusing on lead generation through social media it is extremely important to understand what SELLS your product or service. What story do you tell the end-user that pulls people toward your brand? How do you get people involved passed the direct mail piece or the tweet you sent out yesterday?

You get your current customers to tell the story for you.

You train your happy clients to tell their version of your story!

It is a fact of nature right? We tend to have friends that are similar to us… your friends… your business contacts… your important professional network… the closest people tend to have the same type of values.

We want to our clients to sell our story. Referrals are the best way to gain business leads and social media has created a platform to make that sharing… so much easier.

Education and the ability to teach your customers the art of sharing is and will be… extremely important to growing your business in this new age of online communication.

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Social Media Enhances Personal Experience in Business

Why do we tend to shorten experiences? Why… as a society… do we keep inventing new ways to make things faster, harder, stronger, and compiled. Information flying this way and that, overloading everyone from the iPOD Millennial to the AM Radio Baby Boomer (sorry stereotyping is a spiritual gift of mine). Technology has managed to help our society do more in less time. But (hat tip to Seth Godin on this one) the “do more in less time” philosophy has taken the personality out of the every day encounter. Seth makes a brilliant example in his post, Old Marketing with New Tools:

Cost and speed pressure means that when you get your car serviced, it’s unlikely you’ll be greeted by the mechanic himself, wiping his hands on a greasy rag, telling you exactly what he did to your car. Instead, you’ll get a difficult to decipher printout.

In some cases, new technology has taken out the face to face interaction with the business to the client. BUT we have seen an increase in social interaction (both online and off) in the realm of social media.

I overheard a gentleman talking about a social network (whether Facebook or LinkedIn it doesn’t matter). He was making reference to social networking on the Internet as impersonal and stupid. First off, I about flipped out of my chair and set him on fire. I understand that online social networking is not for everyone but the least someone can do is recognize the fact that it has VALUE. I turned around thinking I would be face-to-face with a twenty-something year old. Unfortunately he looked around 50 with his real age probably being closer to 35.

The simple fact that a gentleman/business owner was implying that social networking was impersonal is completely ridiculous. If you do it right.

The right way to make social networking work for you is two fold.

1. Join a social network (preferably a geographically local network). In order to know and be productive in the different social networks refer to my post: How To Be Productive in Social Media.

2. Use the social network to meet members of that specific network off-line.

Combine face-to-face networking with your online social networking experience. I use Smaller Indiana to meet new business owners/creative individuals in the Indianapolis community. This does not replace my off-line business networking with groups like Rainmakers but it does add value in meeting people who usually do not attend networking events.

The combination of off-line and online social networking is a powerful tool you can utilize for YOUR business. Try it out. Spend a few minutes on a local network and set up a meeting. If it doesn’t work. TRY AGAIN. If that doesn’t work. Third times s charm?

Also, if you ever hear anyone degrading social media, please call me. I’ll bring the blow torch. You bring the gasoline.

The Only Thing That Matters Is Your Story

We are experiencing a change in the world of customer communication. It is no longer the company that is controlling the brand management but the consumer. Forget the concept of social media… we have been witnessing this transition for the past decade… and it is increasing exponentially since the inception of the Internet.

Customers are now talking about you at a staggering pace using sites like Twitter, Facebook, Myspace and LinkedIN… and the list goes on. I was watching TV today and taking note of the increasinly terrible advertising that is taking place on the cable networks. I began to realize that I (along with millions of others) are no longer making buying decisions based on traditional advertising. You can take the definition of traditional advertising any way you want but in my terms it means old ways of doing business.

A great book to read is Made to Stick (from the Heath Brothers) which talks about the concept of creating a story to push your company into the next decade of communication. I have read, reread, and read again the excellent points made throughout the book and began to realize one thing… if you do not create a story that your customers can retell and share.. you will lose market share steadily over the next couple of years.

We might not be seeing a steady decline because social media and the Internet is still bleeding edge when it comes to market penetration in a global sense. My question is simply this: What happens when we do reach the peak of market penetration for social media? What happens when your customers ARE using the tool and using it effectively? What do you do when you reach the point? Are you ready for the onslaught? Is your communications department familiarizing themselves with the tools?

All that matters is your story. You are going to be creating a story based on a marketing process but we might come to the point where it doesn’t matter what you want your story to be… your customers are going to create a story anyway. Experience is the key to the future of marketing and customer communication. They (your customer) are going to be talking NOT about your sales or PR release but how they personally experienced your product or service.

Are you preparing yourself for the new age of communication?

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Only the Passionate Survive

I’m going to be completely transparent with you right now… not because it is something all of us “preach” in the world of Internet communication… but because this is where real and meaningful content is created.

I’ve been dragging through my life the past couple of months and I’m trying to put my finger on it… put my finger on the pulse that has been slowly fading… trying (like many people) to figure it all out.

I’m not dragging because a lack of great business. I’m not dragging because a lack of business or professional recognition. Everything is good in the world of business and I am blessed.

Maybe I just need a reboot? Maybe I just need something to push me into the realm of satisfaction? Maybe the key is… I’ll never be satisfied… and maybe I am okay with the notion of never stopping.

Maybe it is just the stress of owning a small business… but maybe I am okay with that as well!

Through my life I have read countless business books. I have had the pleasure of reading everything from Losing My Virginity by Richard Branson to Made to Stick by the Heath brothers and there seems to be a central theme in every book:

Passionate individuals

Richard Branson LOVED music. The Heath brothers taught us the art of telling stories about the things we LOVE to do. The central theme creeps through every page… the theme of only the passionate surviving.  Seth Godin’s recent blog post talks about passion in the workplace:

“I don’t think there’s a relationship between what you do and how important you think the work is. I think there’s a relationship between who you are and how important you think the work is.”

It is truly only the passionate that survive through owning businesses, economic downturn, and competitive environments. It is only the passionate that are creative enough to push into new territories, use new technology, and create new products.

You have to be obsessed with what you do… up to the point of it becoming a true passion.

What does it mean to have true passion?

1. You have the ingenuity and drive to create new products and offerings for your clients.
2. You don’t hesitate at change and welcome diversity.
3. New technology and communication techniques are implemented… always.
4. Your employees love what they do… they are the direct reflection of yourself.
5. You are known as the go-to-person in your location and industry because people can sense the passion in your eyes.

You could create an endless list but I am set on the idea that creativity and innovation are a sign of true passion.

I am going to make a conscious effort to rediscover that true passion and push past the worthless space of “not-knowing.” Life is way to short not to know what you want to do.

And if you are not feeling the “passion.” Find another way.. find another route.. find that diamond in the rough.

25 Twitter Tips for Small Business

With the launch of my book, Twitter Marketing for Dummies, I have been getting a ton of questions about Twitter and the use of Twitter for business. I wanted to update and republish this blog post from the beginning of last year… to better inform you on some tips for using Twitter.

Use them. Learn them. Love them.

1. Use your personal picture in your Twitter profile. There is only one situation where you can use your logo… if you have two profiles. Your personal profile and your company profile.

2. Don’t setup an Auto-DM to send when users follow you. Why you ask?

Here are two posts talking about why you should not:
Tweeter Blog: How to STOP These Freakin Auto DMs
Social Media Club: To Auto DM or Not to Auto-Dm

3. Use Twitter Search to find subject matters that interest you. This can cater to your business interests, as well as your personal interests. This will help you find people that share intriguing content.

4. Add in some of your personal life while you are using Twitter. What is important to remember is that you are using Twitter for your business communication as well. The people following you want to know that you are REAL and want to interact with you. This is especially important if you are a small business owner.

5. Use it. It is important to use Twitter but do not waste valuable time when at work. Tweet about what you are reading online.. Maybe a new insight you found while reading the night before. Try to use Twitter a couple of times a day.

6. Reply. Reply. Reply. Whenever you get a response (@yourname) make sure that you respond to the reply. This is extremely important because your most valuable followers are the people that respond and communicate with you.

7. (via John Janstch) Use strawpoll to create a survey to feed into your Twitter stream. This will be an awesome way to get information regarding service offerings and products.

8. Follow some awesome business Twitter people (@problogger, @chrisbrogan, @gacconsultants, @jaybaer, @roundpeg, @Ribeezie)

9. Use a business Twitter account (example: @brandswag) to create a great place for customer relationship management. Teach your clients to use Twitter to keep with the happenings of your company. Also, it can help you share the news and information regarding the success of your clients.

10. Use Twitter as a discussion forum. Ask your clients and prospective clients what they would like to see, hear, taste, and experience.

11. Help. (via Twitip) Always help before asking for money. Twitter is not a place for you to hard sell individuals on services. We are here for discussions and not sales.

12. I started out with a personal profile that allowed me to create relationships before starting my company profile. (also via Twitip) I was able to cleaning transition between two accounts because people trusted me. If you start two accounts at the same time you will be overwhelmed and underwhelm your followers.

13. Use Hootsuite for productivity. Hootsuite allows you to pre-post Tweets to be sent out throughout the day. The important thing to remember is that you need to be involved in the conversation. If you are not there to interact with your followers there really is not a point for using the tool. However, it does help for those random tweets to stay in front of your followers.

14. Take pictures and share on Twitter. Add pictures on Twitter using Twitpic using your iPhone or mobile phone.

15. Use Google Analytics to measure the traffic directed from Twitter to your blog or website. If you can measure the traffic related to sales or aquisitions it help you understand an ROI from the tool. You can also use PostRank to measure engagement or your followers and your blog.

16. Encourage your employees to join Twitter and become part of the conversation.

17. Twitter connets thought leaders. Talk about a great brain trust!

18. Fill out your profile. Make sure you put information regarding your personal life as well as your business life. This is important because.. everyone reads it.

19. We add our Twitter URLs to our business cards. I also like to add my LinkedIN account and blog URL. This will encourage more of your networking friends to follow you and communicate more effectively.

20. Follow @Zappos. A perfect example of corporate twittering.

21. Download TweetDeck. Tweetdeck is a powerful tool to help you be productive while using Twitter.

22. Are you using a Blackberry or iPhone? You should definitly be looking at downloading an application to help you manage your twitter account while you are out of the office. Tweetdeck will sync your entire system together on one platform (fyi).

23. Thank you. When someone shares your post or tweet make sure you send a DM or Tweet thanking them for their support. Just as you should be emailing people to thank them for comments… same goes with Twitter.

24. Create a column or search feed on your Twitter productivity tool (Hootsuite or Tweetdeck) and start following potential clients, competition, and industry leaders…. Be very sure to organize them out to keep the messages separate.

25. Don’t add hundreds of people when you first join Twitter. Let the entire conversation happen naturally… your follower base will grow naturally

If you have anymore tips. Please add them below! Get on it!

Social Media + SEO = Social Media Infrastructure

Since 2002, Chad H. Pollitt has played an integral role in designing, developing, deploying, executing and tracking robust web marketing strategies for over 100 client companies and organizations and is an Internet Marketing Expert.Chad is a decorated veteran of Operation Iraqi Freedom and an Internet Marketing Manager at Digital Hill Multimedia, Inc., the leading web development and internet marketing agency in the Midwest. His white papers and articles have been published in over a dozen newspapers and websites throughout the world. With over 10 million dollars of tracked ROI for SEO alone, he has been featured on multiple radio shows, podcasts and in The Wall Street Journal.

View the slideshow presentation of this blog here > Social Media Infrastructure

How do you optimize social media to come up in search? What social media sites should I use for my business? Won’t social media take up all of my time? These are questions I get every day and the answer is simple: Build a Social Media Infrastructure.

1. What is a Social Media Infrastructure? Definition: Social media platforms chosen for engagement and how they are connected to one another with a Blog at its base pushing content to other platforms.
2. Why should I build a Social Media Infrastructure?

• SEO – By connecting your social media platforms via RSS and traditional backlinks you are building a “keyword neighborhood” that will raise the relevancy of all of your web platforms in the infrastructure for those keywords.  The result, if properly executed, will be multiple first page results for some of the keyword phrases in your “keyword neighborhood.”
• Saves Time – With a Blog at the base of your infrastructure you won’t have to post content on multiple platforms.  Once the infrastructure is in place you will only have to post once.
• Increases Reach, SOV and Website Referral Traffic – The more social media platforms used in the infrastructure the more people will see your content, brand and message resulting in more referral traffic for your conversion platform or website.
• 3 C’s – You will have Consistency, Clarity and Congruency of message throughout the web.

3.  How do I build a Social Media Infrastructure?

• Do a Keyword Workshop
• Gather your digital assets (video, pics, graphics, audio, presentations, press releases, etc.)
• Build a Blog
• Choose multiple social media platforms based on your digital assets and target demographic
• Connect the platforms with links, RSS feeds and widgets (recommend http://twitterfeed.com as a start).
• Make sure lead generation websites, microsites and/or landing pages are linked into the infrastructure.

5 Ways to Use Foursquare for Business

Some would say that Foursquare has blasted into the scene of location based social networking applications with a vengeance. I would tend to agree with that sentiment. The best way to describe the service is to actually use the source. From the Foursquare site:

People use foursquare to “check-in”, which is a way of telling us your whereabouts. When you check-in someplace, we’ll tell your friends where they can find you and recommend places to go & things to do nearby. People check-in at all kind of places – cafes, bars, restaurants, parks, homes, offices.

You’ll find that as your friends use foursquare to check-in, you’ll start learning more about the places they frequent. Not only is it a great way to meet up with nearby friends, but you’ll also start to learn about their favorite spots and the new places they discover.

I will be completely honest with you (side note: I love that saying because it is a funny thing to say… just so you know… I will always be completely honest with you) I have not realized the full potential of Foursquare personally but I have seen it being used across a multitude of different users… from power users to newbies.

What I strive to accomplish while writing this blog is to give the reader practical uses of emerging digital technology and ideas to use them effectively. So let’s get this party started!

1. Encourage Foursquare Users to Check in and Post Reviews about Your Location

Foursquare allows a user to view where their friends have been within 3 hours of a certain update. This could have huge potential for a hotel chain. David Fleet mentioned in his blog post, Foursquare’s Potential for Hyper Local Marketing, the advantages of using Foursquare to check where your friends have stayed (the night) in a given location. A hotel, sauna, or day spa could encourage Foursquare users to check into a given location and put brief thoughts about the service in their tip updated.

Example : Give users of Foursquare a discount on their tab for a favorable tip update. (This could also be applied to any social network)

2. Use the Points Structure of Foursquare to Support a Local Charity

Users will gain points when they accomplish certain activities like checking in, making multiple stops in a day, adding a new venue, making a repeat visit, or consecutively checking into a certain location. Encourage users to rack up the points and put a value to the points they are accruing (Ex: $0.04 per point). At the end of the promotion donate the amount of money to a charity. This encourages visits to your business and gives back to those who need our help!

3. Use the “Mayor” Status as a Perk – You Become an Authority Figure

The user that checks in the most at a certain location will gain the notoriety of becoming “mayor” of that location. I have actually witnessed people fight over becoming mayor. If you offered special perks to the mayor of your location (ie: name on a board, gift certificate for the month, free beverage, or maybe a puppy!) it will encourage Foursquare users to visit your location more often.

4. Utilize the To-Do List to Give Users Tasks to Complete – Scott Hepburn

Each business has the potential of creating a to do list for Foursquare users. If you visit a Foursquare page for a business (Click here for an example) you will find a button to create a to-do list. This could be utilized as a contest for people visiting the location. You could offer perks much like the user became a mayor of your location.

Example : Give a to-do list of what the location wants to improve upon in terms of service. Allow users to help improve those services by viewing the to-do list and adding tips for improvement.

5. Encourage Users to Become Superusers of Your Location

When a user becomes a SUPERUSER at your location they have the ability to edit venue information. Some of you may be skeptical and hesitant at giving users the ability to edit YOUR data… but let’s be honest… it isn’t really YOUR data anymore is it? It is easier to have users edit your location information because they are actually using the tool and experiencing your company in a completely different way. Also, this help for annoying bad data that could be spread through different users.

Foursquare is an infant compared to social media titans like Myspace, Facebook, and Twitter… the important thing to remember is that it is growing and people are using it.

Is your business getting reviewed on social applications? You would be surprised…

Don’t Sleep Around on Me. I Want a Relationship

Matt Rhodes over at Freshnetworks sparked my post today with a quote from the article: Love Your Customers. Use Social Media.

“A brand should be thinking of themselves as part of a consumer’s personal brand rather than the other way around…”

So many times we find ourselves spending money on external marketing, advertising, and branding. How do we get noticed? How do we get the average consumer to remember our brand name? It is all about ME. ME. ME. How do we get them to spend money? Acquisition. Acquisition.

While I think internal branding and design is important to success… social media has created a space where you can become part of the LIFE of a consumer. Talk about a good way to spark viral marketing! If you are molded into a client or consumers life… the potential of being spread to friends, family, and co-workers is exponential!

We can talk about internal marketing, external promotion, advertising, marketing, branding, and design… but if you want true results…

Use the tools in front of you to create relationships… to start conversations… to monitor your brand. It is going back to your brand being lovable and NOT a dirty flirt.

Don’t sleep around and screw up your relationships.

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