People are not out there with their hands in their laps listening intently as your company gives a speech, issues a press release or announces the new service you are excited about. They won’t wait for the 15-minute question and answer period at the end of that speech. They are commenting on your Facebook post on Saturday and looking for your answer to their tweet on Monday night. You may be able to start a conversation, but like real life conversations, you can’t be sure where it will end up. Your only hope is to develop a community and then behave in a way that respects the members. You’re going to live or die by that community.
2. Size (alone) does not matter.
Touting audience numbers is a holdover from the days when all businesses had to evaluate their advertising expenditures were magazine readership and Neilson T.V. viewership. The number of visitors, subscribers, likes and followers is not the most important fact. Anyone can get 15,000 Twitter followers. That’s why you see a Twitter handle with 300 followers that has a higher Klout score than one with twenty times that number. Your hundred thousand Facebook “likes” is irrelevant if no one comments or clicks on your links because your posts won’t be shown in anyone’s feeds. Even a million visitors isn’t really a big number if your bounce rate is 95%. Engagement is measurable and it’s far more important than the top line number. The difference between the top line number and engagement is the essence of what it means to be social.
3. Empathy and caring trump strategy.
Strategy conjures up images of battle — you against the consumer. In the evolved, human form of marketing that is social media, empathy should inform the decisions you make. If you can empathize with the people you want to reach; if you can sense what they need, because you care about them, you’ll be better off than if you set out with the idea of making moves to force them into a position. How can you do that? They are talking to you and you are talking to them every day. You measure the results of the content you offer. You listen. The studied, carefully crafted approach may have worked 15 years ago but it is devoid the feeling that is part of social interactions.
Read the other 6 here.