Tag Archive for: social media tips

5 Tips for Dealing with Customer Complaints on Social Media

June 11, 2013/by Corey Padveen

There are certain ways to go about dealing with customer complaints on social media.

All customer complaints are not the same, but there are certain features that are true to every one, and certain best practices that should always be adopted when dealing with customer complaints on social media.

The most important thing to note when it comes these complaints is that under no circumstances should any customer complaint go ignored on social networks. In addition to this one universal rule, there are a few things to keep in mind when it comes to dealing with customer complaints on social media.

Always Be Courteous

A 2011 survey on Customer Rage conducted at the W.P. Carey School of Business at Arizona State University found that 90% of complaining customers want one thing above all else: to be treated with dignity. Yet, only 40% said that this is the kind of treatment that they received.

At Zendesk, the philosophy is to treat a complaining customer as you would treat (or, at least, hopefully treat) your grandmother. Kindness goes a long way, because for a lot of complaining customers, they simply want to vent.

Respond Quickly

If I am a dissatisfied customer and I send you a tweet and hear nothing for days I might be tempted to take my efforts to the next level. The same survey mentioned above also found that 88% of people who had a negative experience with a brand chose to deal with their issue by telling their friends about it. In the age of social media, “friends” could mean tens of thousands. So act fast to help your customers or things could get way out of hand.

Be Knowledgable

Have you ever called a customer service line and found yourself waiting on hold every time you ask a question because your service representative doesn’t know the answer? It’s frustrating. Having answers to customer questions and complaints (both on and off social media) is your most powerful weapon, and you should always have an answer locked and loaded when an issue arises.

Be Proactive

The answers and solutions your customers are looking for should be readily available in as many places as possible. If an issue comes up once, you should always assume it will come up again and prepare for it the next time it does.

The faster you can resolve someone’s issue the happier they will be, and a proactive approach to customer service is going to help you do just that.

Use Your Experience

While this is not a method for dealing with a customer complaint directly, it is a means of using these situations for the benefit of your company. Customer complaints are a great way of figuring out where your product or service needs work. It is your product, so for you, it is perfect. For others, that might not be the case.

Adapting your product or service to the requests and complaints of customers is a great way of making your product more user-friendly, and it is going to make your job of customer service a lot easier down the road.

How do you deal with customer complaints on social media? Tell us in the comments below or on Twitter!

5 Tips for Using Google+ Effectively

June 5, 2013/by Corey Padveen

Google+ can be a tremendous resource, but you need to know how to use the network properly.

These 5 quick tips for using Google+ effectively will surely boost the engagement and traffic generated from Google+. The network – naturally owned and operated by the search giant of the same name – possesses several inherent benefits that are unique to the platform. Yet, so few people are properly utilizing the channel.

By implementing these tips for using Google+ effectively it won’t be long before your activity on the network becomes one of the pillars of your social media marketing success.

Engage with Your Audience

Though many critics argue that Google+ is a desolate wasteland on the web, the reality is that there are hundreds of millions of accounts, and even if a fraction of those are active, it is more than you will find in most other forums.

Engaging with your audience – whether it is on your account, your business page or in a community – is going to be crucial to finding success on the network. The loudest critics are often those that are not taking full advantage of the networks many features.

Build Your Circles

Shared circles are an under-utilized and under-appreciated feature on Google+. Did you know that there are plenty of users our there with hundreds of circle members that you can join for free? Search for public circles, or take advantage of the app Public Circles to find already existing communities and join in. And speaking of communities…

Join as Many Communities as Possible

Communities – one of the newer features on Google+ – set the network apart from the rest of the social media world. Communities are groups of individuals with a common, expressed interest. Furthermore, unlike Facebook, there is no EdgeRank-type algorithm that limits what these community members can see within the community; effectively, you post it, they read it.

Sharing relevant content to different communities is a great way to boost your exposure, engagement and referral traffic from the network.

Remember the Benefits to SEO

Google+ is Google. In 2012, Google’ Senior VP of Engineering, Vic Gundotra noted that Google+ is a ‘social layer’ to Google, and that everything the network does will now take social into account. When it comes to SEO, that means that Google+ will add tremendous weight to your search rankings.

Use Google Authorship

Finally, take advantage of the Google Authorship feature – the benefits to both SEO and authority are outstanding.

This relates to the tip above. The Google Authorship feature is weighted quite heavily by Google when determining search rankings. Google registers when you have been featured on another blog or website, and brings everything together under the Google+ umbrella to increase your rankings.

By taking advantage of these tips for using Google+ effectively you can be sure to see your activity, engagement and referral traffic boost.

Have you already implemented any of these tips? How have they helped your activity on Google+? Tell us in the comments below or on Twitter!

3 Mistakes You Are Making on Social Media…But Don’t Know It

June 4, 2013/by Corey Padveen

There are mistakes you are making on social media – we all are – but you just don’t know it.

Social media marketing is still relatively new territory for many marketers. In the 2013 Social Media Marketing Industry Report from Social Media Examiner, statistics showed that the majority of marketers have been engaging on the platform for less than three years. Naturally, this means that there are going to be a few kinks to work out for most of us.

There are certain activities that we all take part in when we start social media marketing and these should all be avoided. Below are three mistakes you might be making on social media that need to be corrected. You will work out the bugs over time, but that will be made a lot easier if you can break these bad habits today!

Not Optimizing Content (In General and On Different Networks)

Content needs to be optimized – both generally and on individual networks. Sharing low-res photos, or images that do not fit into allotted spaces (Hint: 400px on Facebook) is bad for business.

All of your images should be crisp, clean and present beautifully on each network. If people are going to work with you they want to know that you are meticulous and provide top quality results; optimizing content so that it appears perfectly on every one of your networks is going to be a big part of that.

Inconsistency

We get it: you don’t always have something exciting to say, or when you do, you might occasionally forget to share it to your networks. It happens. But it doesn’t look great.

Inconsistency in your posting reflects poorly on your brand when people check you out. You might only be sharing to Facebook or Google+ once or twice a week, but if you share once a week this week, thirty times next week, and then we don’t hear from you for a month, it’s going to hurt your exposure and activity on social media.

Consistency is going to be a big part of finding success on social networks, so make sure frequency is a clearly stated point in your strategy.

Ignoring Your Fans

It doesn’t have to be a grand gesture every time there is a post, comment or retweet from a fan, but you should let your fans know you appreciate their engagement whenever and wherever you can.

When someone posts on your Facebook page’s timeline, comment or share the post. If they comment on an update, ‘Like’ or +1 it. If they retweet or answer you on Twitter, thank them for the input. And if you see fans commenting on your blog, reach out and let them know someone was listening. These are small gestures, but they go a very long way in the world of social media, and it is surprising how few people do it.

Did you see any mistakes you are making on social media? These are just a few small ones that pop up more often than not. Keep them in mind and you will see your strategy and success start to shape up very quickly.

What do you think is (or was) your worst habit on social media? Tell us in the comments below or on Twitter!

Social Media Case Study: Cadbury

May 30, 2013/by Corey Padveen

How did Cadbury make their social media presence as sweet as their candy?

It was early in 2012 that Cadbury realized they were approaching the 1 million fan mark on Facebook. It was around that same time that they realized that only about 16% of fans ever saw any of the content they were posting to their social networks.

Cadbury wanted to get the most out of their social media marketing, and they knew that for an internationally-recognized brand, 16% simply wasn’t good enough. So they decided to do something so big that it would grab the attention of a lot more than a mere 16%: they built a Facebook ‘Like’ thumb out of chocolate to say thanks!

The results of this gesture were 40,000 new Facebook fans and engagement of well over 30% for this campaign. Clearly, there are a few takeaways marketers can pull from this campaign by Cadbury.

Always Engage Your Audience

Engagement is going to be at the forefront of any successful social media campaign. Your audience needs to have a purpose for viewing your content, and providing engaging content is always going to be on top of that list of reasons.

Simply sharing promotional information, or a piece of text, isn’t going to entice anyone to share, comment, or necessarily like your content. The results? It hurts your EdgeRank and can be somewhat damaging to your brand’s growth on social media in the long run, due to the lack of exposure.

Let Your Fans Know You Care

Whether you are a Cadbury with 1 million fans or a Mom n’ Pop with 100, you should always let those that have become fans know that you care.

Success on social media stems from the ability to reach a wider audience than on any other medium, and each fan is another new network of possibilities. So when reaching milestones, show your fans you care – you’d be surprised at how appreciated those gestures are.

Never Ignore Your Analytics

It took Cadbury until the million fan mark to realize that only 16% of those fans were engaging with the brand. Moreover, Cadbury is an international brand; imagine how few fans are engaged with your small business on Facebook if only a small fraction are engaging with a brand like Cadbury!

The reality is that roughly 98% of people who ‘Like’ a brand never return to that brand’s page. You need to find a way to optimize your content and your strategy in order to get those numbers as high as possible. Don’t ignore your analytics. They are providing valuable information that is going to help your brand blow up on social media!

The social media case study on Cadbury’s Facebook campaign provides a great set of Do’s and Do Not’s for marketers.

Which of these lessons do you think is most important? Tell us in the comments below or on Twitter!

Make Use of the New Features on Pinterest

May 28, 2013/by Corey Padveen

An announcement was made last week about new features on Pinterest, and there are plenty of ways marketers can take advantage of them.

Over the last few months, there have been several new features on Pinterest. The social network recognizes its own potential for business, and is doing what it can to exploit that. First, there were business accounts, then analytics and now we have a few new features on Pinterest that continue to add to the network’s value.

Additional Information

Pins now feature ways of adding more information. Whether it is detailed pricing, product information, ingredients or movies, there is a lot more involved in a pin now than there was before.

It is important to make use of everything you can when sharing content to Pinterest. Essentially, a board can be a catalog for your business’s services and products in visual form, and you want people to get all the information they can. Before these updates, you could simply embed a link to a landing page or your website into a pin, now you can make your pin the landing page, and that is a huge bump from where it was.

Make use of all the information you are allowed to share on your new pins. Showcasing everything you can will mean fewer steps involved in the buying process, and if it is easier for your buyer, your conversion rates will skyrocket.

Mobile Capabilities

9 mobile apps now have a “Pin It” button integrated into the product. This means that mobile users can now pin what they see from their phones. If you are sharing images with these networks, you will want to optimize them for Pinterest.

Mobile is of ever-increasing importance. People are interacting on mobile devices more and more every day, and if you are not using the new features on Pinterest to take advantage of that, then you are missing out – big time.

Essentially, Pinterest is trying to make a real use for the platform. Sure, sharing photos is great, but for a company that has raised several hundred million in capital, they are going to need to start generating a revenue somehow. Optimizing their platform for businesses is a great way to do it, and before they start charging for these excellent features, you should be taking advantage of them for free.

Do you plan on using the new features on Pinterest? Tell us in the comments below or on Twitter!

5 Things Brands Should Never Do on Social Media

May 13, 2013/by Corey Padveen

An effective social marketing strategy is as much about what you should never do on social media as it is about what you should be doing; sometimes, the former is even more important.

There are plenty of articles, books and white papers that lay out social marketing strategies. But sometimes, the best strategy is knowing what to never do on social media. Acquiring new leads and customers is a difficult, labor-intensive task. But losing them can be as simple as not knowing what you should stay away from.

The tips below lay out 5 things that you should never do on social media as a brand.

Never Go In Without a Strategy

A strategy is going to be your best friend. Without one, it will be impossible to find success. (And when we say impossible, we mean it; even if you are successful, how will you know it?)

Before diving into the world of social media marketing, you need to have a strategy in place in order to establish a few things. First, what channels are you going to focus on? Second, how are you going to measure success and determine where your program needs modifications? Third, how do you plan on engaging with your audience on each network? And finally, what are the long term aspirations for the program? Answer these questions with a strategy, and your program will be much more successful.

Never Speak Ill of Your Social Competition

Your words are out there, and actions like this are simply in bad taste. While you might be competing for the attention of the same leads as your competition, you are much better off showcasing why you are the better choice and not why your competitor is a worse choice.

Never Focus Only on Selling

Social media is all about the conversation. If you do nothing but sell, it won’t be long before you are selling to no one. Your social channels will quickly become ghost towns if you are not making an effort to engage. Social selling is a tricky process, and one that needs to be approached carefully. If all you are using your social media program for is selling to anyone who will buy, you are better off shutting the program down completely – you’re wasting your time.

Never Ignore Your Audience

Remember when we said social media was all about the conversation? (It’s right up there!) When people comment, or ask a question or even retweet on Twitter they are reaching out to your brand and you need to be there to join in the dialogue. A one-way conversation from fans defeats the purpose of your social media program. The conversation is the beginning stages of that social selling process, and if you are not taking advantage of that, you are missing out on the benefits of social media entirely.

Never Ignore Your Analytics

Analytics are essential to the success and growth of your program. The insights you can pull and the improvements you can make with the help of analytics are going to be among the most important weapons in your arsenal. The issue is, most people never bother to look at the insights any further than the most superficial statistics. You have 1,000 likes on Facebook? Great! None of them fit your target demographic? Not great. Analytics are going to be the first step towards optimizing your program and effectively executing your social media strategy so that it builds your business, and ignoring them can irreparably hinder that success.

Keep these tips in mind when executing your social media program and it will certainly help you find success.

Can you think of any other pointers that brands should stay away from when engaging in a social media program? Tell us in the comments below or on Twitter!

How To Optimize Your LinkedIn Profile: 4 Tips for Success

April 29, 2013/by Corey Padveen

LinkedIn can be one of your strongest business resources, but you first need to optimize your LinkedIn profile.

There are hundreds of millions of users on LinkedIn, the majority of whom do the bare minimum when building their profile. There are the basics that are needed in order to get started, but for many, that (or a step or two later) is where the process ends. LinkedIn is not a what-you-see-is-what-you-get model, like, for example, Twitter.

There are numerous fields that can be used to optimize your LinkedIn profile, and this set of tips should help get you started on the right track.

1. Tell People Who You Are

Sure, your name and (possibly) place of employment are on LinkedIn from the get-go, but people want to know more about you. So tell them!

LinkedIn features sections for everything from your education history to a list of publications. The more impressive information you can feed to your LinkedIn profile the better your results will be. Furthermore, this is an opportunity to showcase your expertise to an audience of professionals more so than on any other network. The LinkedIn profile is a truly a medium for self-promotion, and since those are so few and far between in the world of social media, we suggest you use it as much as possible.

2. Optimize Your LinkedIn Profile for SEO

LinkedIn is a miniature search engine…of one billion annual searches. While this might be a tiny fraction of the searches done on monster engines like Google, it is still significant, and each of the searches done on LinkedIn are within a very narrowed scope. Therefore, it is very important that you optimise your LinkedIn profile for search purposes.

LinkedIn – like Google or Facebook’s EdgeRank – has the Relevance algorithm. This is the criteria by which search results are ordered. While most people are searching for someone or something in particular, there are still those looking for broader results, like “Manhattan Real Estate Agent” or “San Francisco Caterer”. Though the top results will always be first-degree connections followed by second- and third-degree, you will certainly want to optimize your profile for keywords.

According to an article by blogging4jobs.com, the most relevant areas in which to place keywords are your name, headline, company name, job title and skills.

3. Seek Out Endorsements

Once again, LinkedIn is a medium for self-promotion. Now that does not mean that you should not be engaging in the conversation, but it does mean that you can actively pursue help from your network to grow your business through LinkedIn.

One of the best credibility criteria on LinkedIn is also one of its newest features: endorsements. Though people know that endorsements are not necessarily the most trustworthy measurement for credibility (just like asking for friends to ‘Like’ your Facebook page, you can do the same with LinkedIn) a large number of endorsements for different skills (and you should fill out all 50 that you are given) does look impressive and does hold some clout when you are leading the conversation.

4. Engage in the Conversations

You are allowed to be a member of 50 groups. There is no excuse for anyone not be a member of 50 groups. With over 1.6 million groups, you will be hard pressed to find a forum in which you cannot participate in the conversation. And that is one of the most powerful features of LinkedIn.

Engagement can mean several things including increased visibility, increased traffic and increased credibility. You might have an impressive profile filled with links to your blog or website, but with hundreds of millions of people talking, you are pretty tough to find organically. By engaging in the conversation and starting some of your own, you increase the likelihood of being found and getting the most out of LinkedIn.

Some of these tips may seem intuitive, but the reality is that few people are actually taking advantage of all that LinkedIn has to offer. To really boost your activity and the success you are seeing from LinkedIn, implement some of these tips and see how quickly you derive the benefits of LinkedIn.

What other tips can you think of that can help with optimizing a LinkedIn profile? Tell us in the comments below or on Twitter!

6 Blogging Tips for Maximum Engagement

April 17, 2013/by Corey Padveen

Blogging can be a huge asset to your website and business, but only if it engages your readers.

Web logs (blogs) were around long before Facebook or Twitter, and along with email, blogging was one of the first forms of social networking. When it comes to online marketing, few things can be as beneficial to your business as blogging. That said, there are a few important things marketers need to know before jumping into the world of blogging.

Engagement is crucial if you want your blog to succeed. Indexing thousands of blog posts is great, but only if there are people showing up to read and share them. So, how do you go about optimizing your blog for maximum engagement?

Below are 6 helpful blogging tips that you can use to increase engagement with your audience.

1. Write What You Know

This may seem like a given. After all, if you know about wine, you’re not necessarily going to start a blog about brain surgery. (Unless you’re a brain surgeon with a phenomenal palate.) And as long as you write about what you know, it will not be long before your audience perceives you as an expert and begins to engage with your content.

On the other hand, writing ignorantly will turn your audience off, and you’ll have a tough time getting them to stick around or come back for more.

2. Integrate Your Social Channels

It should be easy for your audience to share your content. If they like what they see, they should be able to easily share it with their friends. This is the viral effect and it is one of the fastest ways to build your audience (and clout). So when you build your blog, make it social friendly. Each post should have the ability to be shared right from the page. (ShareThis and Shareaholic are great integrations for this.)

3. Write for Your Audience

Be sure you know who you are writing for and use a rhetoric appropriate for them. Going back to the example of the brain surgeon, the doctor surely knows a lot of technical jargon, and that would be great if he or she is writing for the medical community. But if the posts are intended for you average patient audience, then using latin phrases and medical terminology may not be the best option. You want to be sure that the audience you are writing for is able to relate to the content. Otherwise, how could they be engaged? They don’t understand!

4. Address Important Issues

When people read blogs, they are looking for a few specific things. The overall theme of these things: value. If I am going to take time out of my day to read your blog, I need to know that I am getting something out of it. So when you start blogging, consider writing about a few of the following:

Addressing common problems, issues, questions.
Focus on industry-specific keywords.
Lists (Top 6 Blogging Tips, 5 Best Social Media Tools, etc.)
Pros and Cons (product comparison/review articles).

These are just a few of the hottest topics to cover when writing a blog. These types of posts see much higher engagement and are typically what people are looking for when they stumble upon your post organically.

5. Be Original

There are billions of indexed pages on the web and hundreds of millions of blogs. Chances are, unless you are a Nobel Prize-winning theorist, other people are talking about the same topic you are. So think carefully about what angle you want to use when approaching your topic, and emphasize what will make you stand out from the crowd. You might be saying the same thing as a lot of others, but your idea isn’t just X, it’s X plus Y. When people see something they haven’t seen before, or even see something familiar in a different light, they are going to be intrigued.

6. Close with a Call-to-Action

Whether it’s a request to sign up, a question or asking your readers to share the article, you want to close out every post with a call-to-action (CTA). CTA’s are statistically proven to increase engagement for one simple reason: people respond to them. The best way to engage with your audience is to get the process started for them, and when it comes to blogging, the best way to do that is to incite a second step at the end of your post.

These are just a few helpful pointers that you can apply to your blogging to increase engagement. There is plenty more that can be done, but each of these methods is shown to give engagement a boost.

Which of these tips do you think is most beneficial to increasing blogging engagement? Can you think of others? Tell us in the comments below or on Twitter!

Social Media Case Study: Burt’s Bees

March 28, 2013/by Corey Padveen

Social media selling is all about engaging with your audience, and Burt’s Bees has managed to build an engaged Facebook audience of 1 million fans and convert quite a few of them into paying customers.

Facebook was one of the first social networks that businesses sought to take advantage of. As a result, Facebook adapted and created pages. Burt’s Bees, the notable personal care product line, saw Facebook as the perfect medium in which to engage with their audience, and the result has been a growing, highly engaged audience that converts to paying customers.

How did they do it? Burt’s Bees uses Facebook as a place to not only build an audience and share great content, but promote their products in a fun, engaging way that does not turn people away from the brand, and actually converts them into customers.

Selling on social media is a tricky grey area. People do not necessarily want to be bombarded with promotional content, but at the same time, many people follow a brand because they either use it, their friends use it or they want to keep up to date with specials and promotional offers. Burt’s Bees recognized this fact and modeled their Facebook marketing and sales strategy accordingly. In this social media case study, we aim to showcase the lessons social media marketers can extract from the Burt’s Bees brand in order to build an engaged audience on Facebook and convert that audience into paying customers.

1. ‘New’ is Intriguing

People are often curious about new products. There’s a certain mysterious quality about ‘new’ that tends to intrigue people. Burt’s Bees saw this and capitalized on it when it came to Facebook. One of the most prominent features of the Burt’s Bees Facebook page is their promotion of new products in fun and engaging ways. For example, one of the main ingredients differentiating their products is Cupuaçu. Nothing special about that. But when they wanted to emphasize the benefits of the new product, they took to social media to promote it by creating a video wherein they interviewed New Yorkers, asking them to try and pronounce the word.

The video is short, funny and the word stays on your mind. And there is little more than a branded sign off at the end. However, Melissa Sowry, Social Media and Content Manager at Burt’s Bees stated, “Through Facebook, we can introduce new products more interactively than in print or banner ads…and provide a space where [our consumers] can connect with one another.” So, what is this new product? People might like the word and the video, but they were starting conversations to find out more.

Lesson: Find a creative way to introduce new products and your audience will engage with your brand to find out more.

2. Social Media Selling

Burt’s Bees has integrated “Buy Now” buttons into their content and features coupons for Facebook fans. The result? Dramatically increased sales through social media.

Unlike many brands that may feature a product and a link to a store, Burt’s Bees allows users to click through to an e-commerce site from a product post that already has the product in a shopping cart. This may take a little customization on the part of the Facebook page and app designer, but any hurdles (e.g. clicking to the store, finding the product, adding to the cart, checking out, etc.) you can eliminate from the buying process means higher conversions.

Lesson: Help facilitate the buying process for your fans and you will see your conversions skyrocket.

3. Engaging and Influential Content

In addition to fun content like the video post above, one of the cornerstones of Burt’s Bees success on Facebook has come from their ability to engage with their fans in conversations. In an interview with eMarketer, Sowry said, “We also create opportunities for consumer education around skin care, for example, and sampling offers. We ran successful sampling programs on Facebook for our relaunched body lotions and new tinted lip balm.” Furthermore, the brand also asks questions and directly responds to user comments.

An active Facebook page is one thing, but to be engaging directly with your social media audience (particularly when that audience is nearly 1.5 million people large) will mean a returning audience, and that makes the social media sales process that much simpler.

Lesson: Engage with your audience and your products will sell themselves on social media.

4. Educate Your Audience

Burt’s Bees has increased their conversions on Facebook through education. By educating their fans on products and informing them as to which product best suits their needs and why, people want to buy from Bert’s Bees, and they don’t need to do too much research on their own.

The easier it is for a lead to learn about your product, compare it to the competition and ultimately make the decision, the higher the likelihood that you will see social media conversions when it comes to sales.

Lesson: Social media selling should be more about teaching people why your product is the best as opposed to simply telling them.

Burt’s Bees is one of the few examples out there of brands that has mastered social selling. It is not an easy task; not by any means. People do not necessarily want to be sold, but if it is done in the right way, your fans are more than open to the idea of buying from you through social media.

With regards to social selling, Facebook has been around a long time. But people still seem to struggling when it comes to engaging with their Facebook fan base and converting those fans into dollars. Burt’s Bees is a great example of social media selling done right.

What is your Facebook strategy with regards to social selling? Have you seen positive results? Tell us in the comments below or on Twitter!

Social Media Case Study: KLM Airlines

March 21, 2013/by Corey Padveen

This week’s social media case study focuses on one of the most socially innovative airlines around: KLM.

When it comes to social media case studies, airlines often prove to have some of the most impressive, influential and trendsetting results. Yet, despite all of the data that supports the adoption of innovative social media marketing initiatives for airlines, few seem to be as willing to go the distance as KLM.

KLM’s social media program is brilliant…and they know it. When it comes to converting social media fans into paying customers, KLM is among the most successful brands around. In fact, on the KLM Facebook page, there is a section that breaks down their social media campaigns, explains how they went about executing them and posts the results. Effectively, they are their own social media case study as to why social is important to business. But our focus is a little deeper than that when it comes to our weekly case study. We aim to pull out the lessons marketers can learn from the KLM social media program as a whole.

The Campaigns

Featured on the KLM Facebook page are seven of their most successful social media campaigns. These campaigns include everything from “KLM Surprise” whereby special gifts would be presented to passengers who checked into flights using Foursquare or Twitter, to the “KLM Tile & Inspire” campaign whereby Facebook fans were asked to convert their Facebook profile picture into a Delft Blue tile and complete that tile with an inspiring message to be used as part of a mosaic design on a KLM aircraft that would travel across the globe. Below are two videos breaking down these campaigns.

KLM Surprise

KLM Tile & Inspire

Each campaign was equally inspired and generated similar results. For the two campaigns above, KLM reaped some considerable social benefits. The breakdown of the two featured campaigns by the numbers is below:

KLM Surprise Analytics

Foursquare	17.528 followers
Youtube	154,722 views
Twitter	1.597 followers
Tweet reach	2,6 mln

KLM Tile & Inspire Analytics

Created tiles	120.000
Number of countries where tiles were created	154
Views of the 2 videos	1.3 million
Number of destinations the 777 flew to	23

While the analytics are impressive enough as it is, the fact that KLM went on to further convert many of these fans is all the more notable. But what we wish to focus on is what KLM did that was as innovative and bold as it was simple and calculated.

The Lessons

Be Bold (But the Right Way)

KLM has had far from a conventional approach to their social media program. From presenting new meal options using Facebook videos that introduce the “chefs” (the “KLM A La Carte” campaign) to the controversial “KLM Meet and Seat” campaign that gave passengers the ability to preview their seat mates based on social profiles, KLM has dared to be innovative with each of their social media campaigns. But it is important to keep something in mind: the marketing execs at KLM knew exactly what they were doing, and these risks were as calculated as any.

By understanding the lead to conversion process, the KLM executives were able to put these campaigns together using careful market research, amalgamated and improved data from their own failed exploits (discussed below), and a clear understanding of the sales process for both the customer and the brand. You don’t garner new customers from social media by doing the same thing as everyone else (hence, the “Be Bold” part of the lesson) but you certainly won’t find them if you scare them away (and that covers the “Right Way” aspect). So keep in mind that for a social media campaign to work, you need to impress your audience and have the data to support your seemingly daring decisions.

Never Be Afraid to Try Something New

Social media is still in its infancy, and social media marketing even more so. There is no shortage of innovation out there, and with the ever-changing landscape of social media, you should never be afraid to be first to market. Your first-mover advantage will be huge when people see you doing something that no one has done before. KLM understands that and they have capitalized on it at every turn.

The airline only jumped into social media in 2009, but in these short few years they have managed to try their hand at virtually every campaign available on social media. Whether it is a Facebook campaign, a Foursquare promotion, a YouTube contest or a Twitter “Live Reply” campaign wherein the airline responded to user tweets using up to 140 REAL people to spell out the message, you should never be afraid to try something that has never been done before. When it comes to social media, people want something they have not yet seen.

Try, Fail, Fix, Repeat

No one knows failed experiments better than KLM. Sure, they might have the budgetary luxury of making these mistakes, but over time they have learned exactly what they should not be doing in order to perfect their social campaigns. And on a smaller scale, you should never be afraid of the mistakes you make when it comes to social media. As we noted above, this is an incipient form of marketing; people are bound to make mistakes. But when you do, note your errors, redraft your campaign taking that into account, and start again.

For KLM, one of their big blunders came in 2011 when they offered a promotional gift to the first 50 male and first 50 female “Likers” of a post. Within minutes they had 1,500 “Likes” and no way of knowing which came when. Oops! But what is important is that KLM recognized their mistakes, fixed them and, more importantly, accepted their failures. And that brings us to our final lesson.

Humility is an Underrated Trait

People appreciate humility. It is a humanizing trait, particularly when it comes from a company as large and reputable as KLM. That is why the last important lesson to pull from KLM is that, while you might be a big brand, social media is a place for you to simply be a voice in the conversation. While an image needs to be maintained, you can be a little less corporate and little more fun when it comes to social (respecting professional boundaries, of course). As we never tire of pointing out, social media is about exactly that: being social. Not only does KLM have a post on their blog detailing some of their yearly bloopers, but they also make an important point in their step-by-step guide on running their social media program:

“Not that campaigns always need to be global and spectacular. Many of our establishments have successfully launched their local pages, and we’ve learned that the power often lies in simplicity — like showing the interior of a cockpit, or thanking someone for notifying us about broken lighting on our KLM sign. Our creative editorial board delivers a daily dose of captivating, engaging posts through our various channels.

Social campaigns have won us several awards, but it hasn’t been one success after the next. We’ve certainly had our share of bloopers. But rather than hushing them up, we decided to make them public and take them as a learning experience. And as it turned out, people liked us even more for it.”

Well said.

What lesson do you think is most important in the case study of KLM? Tell us in the comments below or on Twitter!