Let’s Concentrate on Learn-Learn vs Win-Win

win_win 2

My friend Niklas Myhr, the “Social Media Professor,” recently blogged about something I’m very passionate about, Social Media and Quality ManagementIn his post he discusses tapping your social advocates early on in the product and/or service development phase, listening to what they have to say and learning more about what they want and how you can deliver it to them. … Read more

Share

How to Build a Mobile Community

Building a mobile community is the same as building any community… engage, interact, add value and show support for the group and what is important to them. In today’s digital world it’s all too easy for us as brands and individuals to let our relationship-building muscles atrophy. We get caught up in a multitasking whirlwind of emails, social updates and text messages where it’s easy to let a connection or a conversation fall through the cracks. We’re super-connected, yet somehow disconnected at the same time. This puts us at risk of losing the very relationships that help us prosper as companies and people. … Read more

Share

Most Brands Don’t Look People in the Eye Digitally on Facebook ~@Progressive

Screen Shot 2015-04-14 at 8.58.43 PM

While I can name several big brands that are killing it on Twitter for relationship building and engagement, I don’t think I’ve actually seen one that’s getting Facebook right. Sure, they invest quite a bit in making their business pages look great—they might even have a powerful content strategy for posting and curating things their audience finds valuable, and an ad budget to boot! But the one thing that all brands could be doing better on Facebook has nothing to do with cranking out more content or spending more money on ads—it’s developing a one-on-one strategy. … Read more

Share

Social Media is the New Quality Control

Screen Shot 2014-12-26 at 8.19.01 AM

If your product is fantastic, when identified and energized your Advocates will spread the word like wildfire. Social networks and traditional word-of-mouth will start buzzing with your product, and sales will reflect your Advocates’ delight.

But your advocates won’t try to get someone to buy your sub-par product, and they certainly won’t apologize for you or your product. Don’t try to make your Advocates do that work for you, because they won’t… and they shouldn’t have to.

The sale starts with your product, not your Advocates; your Advocates are simply the reward you get for ensuring your product is and does everything you promised it would (if not more!). Your strongest relationships are built on trust – trust that your brand is committed to producing quality products and services – and if you don’t deliver that top-notch product, that essential trust is quickly lost. Along with the sales.

You might be tempted to use social media to over-highlight the best parts of your product in the hopes that the disappointing parts won’t be noticed. But even the best social media relationships can’t perform magic… they won’t make up for a less-than-great product, and in all likelihood the strategy will backfire.

However, the good news is that when your product is strong and does carry through on your brand promises, advocates (both consumer and employee), through their social relationships, can skyrocket your product sales. Advocates engage, word gets out, and sales happen. As Seth Godin says, Consider the category of ‘without apology’ “People will go out of their way to buy and recommend products that don’t require an apology.” They will go out of their way for you. Because they want to… because your product is what it is supposed to be and has passed Social QC.

Don’t waste your time trying to hide your product flaws. Invest your time in striving for a flawless product, and give your Advocates something to get excited about! #RonR

 

 

Previously posted at TedRubin.com

Share