In the vast ocean of information written about social media over the last few months, we enjoyed this post by Taddy Hall in imediaconnection’s blog:
These days, everyone seems to have advice about how to run your social media marketing program. There are so many tips floating around, it’s hard to know what truly essential strategies you should follow to effectively use social media to build your business. Questions abound: do Facebook fans drive sales? Why should I fund forums for consumers to pillory my products, ridicule my service, and tout the competition? And, whatever I decide to do, how I will I know if it’s working?
In the search for Truth, sometimes Social Media is its own worst enemy. With a self-credentialed guru waiting at every click and blog, finding actionable, fact-based insight is tricky.
So, in a modest attempt to bring a dose of sanity to this intellectual frat party, I’ve reined my impulse to lob more “personal picks” into the fray. Instead, I’ll follow the wisdom of an august data mining colleague to just “let the data speak”.
Our process was to query data from hundreds of our brand clients to see what testable truths emerged – and here’s what we found: 10- rules that hold-up across category and time.
1. The 1% Rule: In category after category, our data shows a small fraction of site visitors are responsible for a substantial portion of total site traffic. On average, the percentage of influential users (defined for our purposes simply as a visitor who’s subsequent sharing actions result in at least one additional site visitor) on a given site is .6% and rarely above 4%. However, these influencers regularly generate 20%-50% of total site traffic and an even higher share of conversion (defined however a site owner so decides). To make social media marketing effective, marketers to identify and engage –and better, recognize and reward — these Super Influentials.
2. The 2-4X Rule: When it comes to conversion, visitors driven to a site by influencers are 2-4X more likely to convert compared to visitors from other sources, such as display advertisements or paid search. That means your landing pages for people coming from shared links and social sites should reflect these visitors’ interests and offer enticing deals that will encourage these social visitors not only to convert, but to share the deals with others.
3. The New Media – New Pipes Rule: In today’s socially-driven internet, it matters far more what consumers do with your content than what you do with your content. What they say about your brand means more than what you say about your brand. Our data shows that content spread from consumer-to-consumer through word of mouth is far more powerful at driving brand preference and purchase intent than content distributed by the brand itself. This has profound implications in Social Media. To illustrate, if a brand puts content on its Facebook fan page, it is far less likely to go viral than if an influential consumer puts that very same piece of content on his or her page or posts it to a relevant community of enthusiasts.
4. The Martha Stewart Rule: Throw your own party, don’t just cater someone else’s! If you base your social campaigns in venues you don’t control – such as Facebook or YouTube – you may get great “attendance”, but data shows it’s hard to convert and retain these partygoers. If your goals are anything beyond building brand awareness, it’s better to have a house of your own where friends can find you — such as your own branded social site, contest site, or customer forum.
5. The Power of “Weak Links” Rule: Influentials generally do have many direct “friends” and “followers”, but what makes them truly valuable is number and relevance of their extended or indirect connections. As Albert-Laszlo Barabasi illustrated in Linked, you are far more likely to find your next job through a friend-of-a-friend than through an intimate contact. These “Weak Links” matter in the “real world”, and they matter even more online. A critical implication for marketers is the need to track the extended social graphs of their content if they are going to be able to understand and activate the dynamics of influence.
6. The Feed the Fire Rule: Consumers love to share relevant, engaging, useful, and entertaining content with their friends. Make it easy for them to find your content and make it easy for them to share your content. >90% of internet pages have fewer than 10 links pointing to them – making them effectively unfindable. Avoiding this abyss of irrelevance requires more thought and effort than just pasting a sharing tool on your pages. It means actively syndicating and curating your content and distributing it not only through your brand’s social graph, but through the graphs of your most influential advocates and fans. Easy ways to do this include following/friending your influential’s followers/friends and retweeting/posting content even if it’s not yours.
7. The More Things Change Rule: Our research consistently demonstrates that email and IM remain popular ways to share content. So don’t throw out your old email marketing methods just because Facebook and Twitter are the newest communication platforms du jour. The tried-and-true methods of getting customers to share links via email and IM are still extremely valuable sources of traffic. Furthermore, incorporating social elements into your email, such as incentives to share, can dramatically enhance an investment you’re already making.
8. Horse before the Cart Rule: Success in Social happens when brands infuse their content with Social dimensions (Facebook Connect, most notably) NOT when they simply stick their ads and content in Social forums. In other words, if you want to succeed in Social Media, your brands and content need to have social attributes – content worth sharing, brands worth talking about, sites that encourage consumer participation and dialog. If your Social strategy relies on advertising in Social, probably better to hang onto your money.
9. The PR Pitfalls Rule: Blogger outreach and content seeding may be popular ways to get your message out into the social world, but our data shows that more than 90% of seeding has no material impact. Up to 5% gets some response, but less than 2% of seeding drives valuable traffic. In other words, if you can’t track efficacy of these efforts, don’t bother.
10. The Customer Service Rule: Social marketing programs succeed when they provide a service to the consumer. Traditional media planning processes that begin with Reach and Frequency targets are largely unhelpful in Social Media. Reach and Frequency – as well as engagement, preference, and conversion – are positive consequences of giving consumers content that is sufficiently relevant and useful that they propagate your message across their own social graphs. Focus on providing useful content and offers to your target audience and they will spread your messages for you.
Social media isn’t a science, but applying data-backed principles to your social efforts provides a structured framework that will enable you to improve effectiveness and ROI over time. And one final note: every rule has exceptions. We live in dynamic times. Find what’s true for you – and share.
Starting out in social media can be very daunting for many brands – especially when resource may not be there to hire ‘experts’ instantly.
Alexandra Samuel recently wrote this piece in the Harvard Business Review. If you’re new to social media, we thought it may be helpful.
If you’ve got an experienced social media team, a solid budget and an appetite for innovation, you can create an original online presence that engages your customers or supporters in an entirely new kind of online experience.
But many organizations lack the time, budget or experience to start from scratch. That doesn’t limit your social media options to a generic corporate news blog or a standard-issue Facebook page. Here are three great options for robust social media presences that let you manage cost and risk by building on existing tools and established best practices.
1. Suggestion Box
What is it: Invite your customers, supporters or employees to submit their ideas and suggestions for new products, services or improvements. Community members get to rate submissions so the best ideas rise to the top; it’s your job to ensure top suggestions get implemented.
Great for: Consumer-facing brands open to product/service input; member-driven NGOs looking for policy or service ideas.
Examples: Dell Ideastorm , MyStarbucks Idea, Threadless
How to do it: Build your own site using a content management system; many now offer a Digg-style submission and voting system as an add-on. Or use a pre-fab solution like the Salesforce software that powers Dell’s site, or the turn-key Uservoice, designed specifically for managing customer suggestions.
Where to spend: Invest in the implementation of a few user-submitted ideas as soon as possible; then use your media team to publicize the fact that you’re listening. Once people know their ideas will turn into action, it will be easy to motivate participation.
Where to save: Don’t build your own submission-and-rating system from scratch. There are lots of turn-key options available.
Where to get help: Make sure you have a community manager who can reach out to potential early adopters — like the customers who already blog or tweet about your project. And if your product development team is less than thrilled about taking direction from consumers, hire an organizational development expert who can help you evolve into a more nimble and responsive organization.
2. Widget
What is it: Create an interactive badge your customers or supporters can place on their Facebook pages or blogs. A widget can display your latest news, deals or contests, invite Twitter-style updates, or solicit donations.
Great for: Popular brands with young, web-savvy customers who love to wear your logo; non-profits with young, eager-to-help supporters.
Examples: innocent drinks, Ask Your Lawmaker
How to do it: Use a service like SproutBuilder or WidgetBox to create a simple widget with content updates powered by your RSS feed; for non-standard approaches, a web developer or programmer can create something from scratch.
Where to spend: Design skills and interactivity to make your widget stand out from the pack; outreach and incentives to encourage people to install the widget.
Where to save: If you’re soliciting donations, use a widget or development kit designed for online fundraising, rather than creating your own donation system.
Where to get help: Widgets that exist to serve up content (like videos) thrive when they’re presenting really great media, so hire a great filmmaker, photographer or content development team. If your widget prompts action (like donations or media forwarding) get strategic help from someone with a track record in online campaigning.
3. Deal-of-the-day
What is it: Create an online presence that lets people know about a special, time-limited offer. It could be a product available in limited quantities, a discounted service, or donation matching. Update your offer regularly so there’s a reason for your audience to check back frequently.
Great for: Companies with new products or services they want to publicize; businesses with stock to clear; non-profits who want to balance their big-donor relationships with more grassroots fundraising.
Examples: Future Shop, Pizza Hut’s Facebook page
How to do it: Create a Twitter feed or Facebook page that you update once a day (or even once or twice a week) with a special offer. Promote your feed or page to fans or potential customers so they can track deals in real time.
Where to spend: Offering a real deal by taking a hit on profitability–or even taking a modest loss — so that your deals are meaningful (10% discounts don’t cut it). If you’re a nonprofit, invest in donor relationships with individuals or companies who can offer to match donations.
Where to save: Limit the number of items available for purchase or set a ceiling on matching donations so that you control your maximum outlay.
Where to get help: A social media ambassador or web-savvy publicist can help get the word out about your great offers so that you attract followers.
Written by Alexandra Samuel, CEO of Social Signal,
