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Recently I was reading Unmarketing by Scott Stratton. In the introduction he says:

Marketing is not a task.

Marketing is not a department.

Marketing is not a job.

Marketing happens every time you engage (or not) with your past, present, and potential customers.

Just like branding is not your logo, marketing is not something you do only when you need to get more customers. Marketing is about building relationships with people. It’s about giving them a chance to get to know, like, and trust you so that when the time comes for them to purchase what you sell, you’re the only person they think of.

So when you post a link to your sales page on Twitter and Facebook that’s marketing. But even better marketing is when you reply to somebody based on what they’ve said. Having a professional looking website is marketing, but so is taking the time to congratulate a past customer on winning an award. Returning phone calls promptly is marketing. Replying to e-mails is marketing. Giving great customer service is marketing.

I live in a small town where people like to do business with people they know. Word-of-mouth is key, and reputation is everything. Tools like Facebook and Twitter turn the online world into a small town. So we need to remember to act like it.

If you own a small business, particularly a service-based businesses, then in all likelihood you and your business are pretty interchangeable; it’s hard to tell where one stops and the other starts. In that case marketing is every interaction you have with a customer or potential customer. Treat them all like they’re your best customer.

Andrea J Stenberg

Categories : Marketing Basics
Comments (3)

Table of contents for Social Media Marketing Means Talking To More People

  1. How to Have Off-Line Conversations with Your Online Connections

Yesterday I wrote about why you need to take your online connections off-line. Today I’ll tell you how.

Build relationships with your online connections by getting on the phone

When you met somebody online and you’ve had some sort of an ongoing conversation, someone you think you might have a connection with, approach them about having an off-line conversation.

You can send them a private message on Facebook, Twitter, or LinkedIn, or send them an e-mail asking for a phone conversation.

Don’t make this a sales call! Really – I’m serious! Stress that this will be a “getting to know you” conversation. And mean it. Suggest a couple of dates and times and give them a time limit for the call – I suggest 30 minutes.

When the appointed time comes, ask a series of open ended questions that will allow you to get to know this person and their business. Of course you’ll want to give them the same information about yourself.

Types of questions to ask: Read More→

Comments (1)

Table of contents for Banned From Facebook

  1. Banned From Facebook? How To Avoid this Fate
  2. Banned From Facebook? Part 2
  3. Banned From Facebook? Part 3 – Other Things You Should Know

In the previous two blog posts I wrote about Facebook’s unwritten rules which, if broken, can get you banned from Facebook. In today’s post I’m wrapping up this series with some additional thoughts on the subject.

Getting Banned Isn’t the Only Issue

If you follow ethical networking strategies on Facebook and focus on quality rather than quantity you should be okay. However, I’ve heard too many stories from people who just don’t know what they did wrong to be able to guarantee it won’t happen to you.

But getting banned isn’t the only reason to worry. If you’re on Twitter, you might remember Black Tuesday.

In the spring of 2008, those on Twitter logged on one Tuesday morning to discover all their followers were gone, and so were the people they were following. Everyone was alone in Twitter.

What happened?

Twitter’s server crashed and deleted everyone’s followers.

To the best of my knowledge, this has never happened to Facebook. However, as we all know, technology isn’t perfect. You just never know.

But there’s more. While Facebook is selling advertising they are closed mouthed about how their revenue stream is going. Facebook is growing so quickly, I find it hard to believe they will ever go under, but people would have said this about the big three automakers two years ago.

The Real Question

So real the question is if Facebook were to ban you, crash or disappear altogether, what would that do to your marketing efforts? How would that impact your business?

And I think this is an important question for any marketing strategy, not just Facebook. You shouldn’t be dependant on only one marketing tool – you shouldn’t put all your eggs in one basket. It’s just too risky to have all your marketing focused solely on one social media tool.

What’s the answer then?

You need to create an overall marketing plan for your business. Facebook can (and for many businesses, should) be a part of that plan. But it needs to be incorporated and connected to other marketing strategies.

Plan to use other social media sites (I’m regularly on Twitter and LinkedIn as well as Facebook). Attend live networking events. Use PR. Write a blog or newsletter. Advertise. The key is, not to depend on getting all your business from one place.

When it comes to Facebook, spend the time it takes to build relationships and your list in an ethical manner. Give people a chance to get to know, like and trust you.

And while you’re busy building those relationships on Facebook, you need to have a secondary goal in mind. And that goal is to get people off Facebook and onto your own site, onto your own mailing list.

You can’t force people onto your own sites. But if you give people time to get to know you, like you and trust you, eventually you can gently and carefully encourage them to visit your website and join your own email list.

Andrea J. Stenberg

In my business, often I see people go from Twitter, then Facebook, then my blog, then my newsletter. How does Facebook fit into your overall marketing strategy? Have any tips to share? Please leave a comment here.

Categories : Facebook, social media
Comments (11)

The hottest thing in Twitter seems to be sending automated DMs to new Twitter followers.  A DM is a direct message sent via Twitter which can only be seen by the receiver and sender, not by the entire Twitterverse.

How do they do this? By using a service like TweetLater to automatically follow anyone who follows them. They then create a message that TweetLater sends to all new followers.

twitter-dm

When people first started doing this, it was kind of cool. You’d start following someone and suddenly you’d get a DM thanking you for following. If you didn’t have a lot of followers, it was nice to actually have something in your DM box.

But after a while it began to lose its cool factor. After all, if Twitter is really about building relationships, how are you getting to know someone by having an automated reply? In fact, now that I’ve reached a critical mass of followers I’m getting so many DMs I’ve started to delete them without really paying attention.

And yet, there was one guy I started following who did this really well. His Twitter bio says he has a free gift to all new Twitter followers. After following him, he sent a DM containing a link to get a whole lot of free tools.

So, should we be sending the DMs?

I attended a Twitter workshop at Podcamp Toronto last weekend when this topic came up. It sparked a heated debate about automatic DMs. One woman was extremely vocal about the subject. In particular, she hated DMs that contain links: links to your blog, website, podcast, free download, whatever. She commented, “I don’t even know you yet. We don’t have a relationship and you’re already asking me to take some action?!?”

That particular comment struck home. I’ve been telling people that Twitter – and all social media – is about building relationships one person at a time. You shouldn’t do anything online that you wouldn’t do in person. Sending an automated DM with a link is like trying to sell at a networking meeting before you’ve even had a single conversation with someone.

And I’ve been guilty of it too.

And not only is it annoying, several people in the session stated they unfollow anyone who sends them one of these automated DMs.

As soon as the session was over I logged into TweetLater and cancelled the automatic DM. I’m still automatically following anyone who follows me. After all, how better to get to know someone than by reading what they have to say.

So how do you build relationships with people on Twitter without the automated DM? I’m sorry to say, you do it the old fashioned way. Sending messages one person at a time. Read people’s Tweets and send @replies or DMs that comment on what they wrote. Start an actual conversation. Once you’re talking, once you have a relationship, then you can send  that link.

Andrea J. Stenberg

What’s your opinion about automated DMs in Twitter? Love ‘em, hate ‘em, didn’t know you could do them? Leave a comment and tell us what you think.

PS: You might also enjoy reading Using Twitter: Another Look at Sending Automated Direct Messages

Comments (92)

Yesterday I wrote about using the Three Foot Rule and Elevator Speech. Today I’ll be talking about taking the elevator speech out for a spin at a networking meeting.

4-people-shaking-hands.jpg Networking is a way of marketing your business through social networks – groups of like-minded business people, or people in the same industry.

Formal networking meetings abound. The Chamber of Commerce, Board of Trade or industry associations all hold regular networking meetings. Now some groups such as BNI will definitely put you over the $100 limit. However, most groups will let you attend a few meetings as a guest. This lets you see if the group is a fit before you invest in a membership.

The goal of successful networking is to get to know the other members – and have them get to know you – well enough that they feel confident in sending referrals your way AND you feel confident in sending referrals back.

How do you do this?

  • Take your time and talk to a small number of people at each event rather than trying to win the award for most business cards collected. Better yet, plan to meet one-on-one on another day. This will give you both a chance to really get to know each other and your businesses.
  • Be genuinely interested in the people you meet. Ask questions about their business – open ended questions. A great question is, “Who is your ideal customer and how will I know if someone fits the bill?”
  • But don’t just ask the question and forget it. Write it down on the back of their card and keep your eyes open for that ideal client. When you spot one, pass along the referral.
  • Make sure you can answer the question about your ideal client yourself. If you aren’t sure who you are targeting, how can others confidently send you a referral?
  • Go in with a goal of helping others by giving referrals, making introductions and passing along information. If you’re not getting results from your networking, ask yourself how many others you’ve helped in the group.
  • While it is helpful to make some personal connections while networking, don’t make the mistake of thinking this is a social event. The ultimate goal is to build your business – keep this goal in mind and act accordingly.
  • Be a regular. Networking is a long term strategy. The more you are present, the better known you’ll become
  • Sit with someone new. The goal is to meet new people so don’t fall into a habit of talking with the same people each meeting.

Score! What to do when you get the referral

When you get a referral, act quickly. Ideally you should follow up within 24 hours. If someone goes to the trouble of making a referral, show enough respect to act promptly.

If you wait, the referral may have gone elsewhere. And worse, the person making the referral may feel this wasn’t important to you and be less inclined to refer you in the future.

Once you’ve followed up, let the referring person know the result. A brief phone call, an email or better yet, a thank you card will make all the difference. It lets this person know you value their efforts on your behalf. And makes them more likely to refer you in the future.

Finally, if you do get business as a result of a referral – do your best work. It’s not just your reputation on the line. The referring party’s reputation is also at stake. If they get raves about your work, everybody wins.

And ultimately, that’s the true goal of networking.

Join me tomorrow where I’ll discuss on-line networking and how it can help you build your business.

Andrea J. Stenberg

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