2018 is in our crosshairs and conquering social media is on top of every brand and business’ to do list. Owners, Chief Marketing Officers, and Brand Managers, are trying to answer a myriad of key questions including – “What is the ROI, what KPI’s should I be assessing? Do I outsource, handle internally, use a hybrid model etc.?” You must have confidence in your product or service, have some goals you want to achieve and then you can deploy strategies and tactics that can work.
Of course, Video, Stories, Paid Social, Influencers, Voice (and others) are the hot-button topics that forecasters and marketers are chattering about, but before jumping into any of these you have got to get your head around the fact that social is not a sometimes thing, it is an always on-all of the time thing. You have to believe it in your bones and you must be all in and not half-hearted in your execution. This is about your brand’s survival, act as if!
First, it is important to remember two very important facts:
1) Social Media is not a vertical like PR or Direct Response. It is a horizontal layer that touches all aspects of a business and therefore shouldn’t lie solely within the marketing department. It cannot only be assessed by ROI and KPI measurements, both marketing metrics. It must be looked at more holistically than that.
2) Prior to choosing whether or not to outsource or handle internally, you must sit down and really map out the business objectives. Once you really know what you want to accomplish, you can then have a social media plan that is commensurate with your real objectives. An expert can help you get there and internally everyone must be onboard. You will quickly learn that it is impossible to dominate in social with one junior level salary allocated, so you either need to hire an agency (who can provide the bodies and skills) or invest in an internal team of more than one.
Business owners and senior management need to focus on growth and the underlying business and they often struggle with how to get social media started. A company’s voice in the social realm needs to be driven from within and then shaped and broadcasted by someone who knows what they are doing. In the end, your goals don’t change with social media, they drive it!
The problem is that while businesses are sitting on the sidelines and reviewing proposals and plans, they are still doing most things wrong. A sound marketing strategy is always recommended of course, but there is a very important interim step that is being overlooked. It is mission critical to get “your house in order” as soon as possible so as to tie the tourniquet and stop any bleeding (i.e. loss of opportunities to engage).
Social media is just a new and en vogue term for the Internet as a whole, and social networks have just made the sharing of relevant and “important” information simple. In order to be successful, you need to create content people care about and then give them reasons to share it. You must have your own branded platforms that tell your story and encourage fans/followers and customers to engage with them. Simple right?
Once you really know what you want to accomplish on the Internet in 2018 (and beyond) then, and only then, can you really have a roadmap for a social media strategy. Based on your real objective(s) you can craft a make sense plan to leverage the web accordingly.
With e-commerce, the main objective is to sell a product to a customer. It is highly recommended to have all platforms work to seed sale opportunities and to invite traffic back to product pages. Try to reduce how many clicks it takes to get the user to take out their credit card and buy. There are different nuances associated with a website looking to sell product and the business should be thinking like a “store” in their online/social efforts.
For all brands (e-commerce focused or not), the main objective should be new user acquisition and not necessarily a direct sale on their own website. It is imperative to make the transition from social platforms to the website a seamless one and to use content outside of just product promotion to get them there. It I also highly recommended to make signing up very easy and front and center wherever possible. Social platforms need to be tributaries to sign up pages where new users can/will be converted. It might all begin with simple awareness campaigns, such as boosting posts, IG Ads and other reach based efforts, to initiate the acquisition. These should be a part of the mix for sure and then efforts need to be made downstream to pull them out of the river and onto the boat.
Regardless of your goals, social influence will dictate behavior. Whereas a website is so important to help convert your objectives, it is often only a one-way conversation. Nowadays consumers care less about what you say about your product and more about what others say about it. The power of social is in helping customers become brand ambassadors and influencers about your product or service.
In the end, the most important thing is to not overthink social, or even worse to sit on the sidelines until you feel that you have it figured out. There is a foundational responsibility to your business, to get started and to allow for users to spread the word about you. Know your plan and then lay a social media strategy over it to help you get there. Just keep in mind that your business drives social and not the other way around. Every day that passes without a plan to improve will translate into lost business or lost WOM (Word of Mouth) traction. What’s the ROI on that?
Good luck next year, I hope you crush it!