7 Steps to a Simple Social Media Strategy

If you do a search on social media, social media strategy or social media for small biz, you'll get millions of results. 14,753,645 to be exact. I counted.
Okay, just kidding.
What's not a joke is how important and how overwhelming social media can be for small business. It can provide the leverage to move a company from floundering to flourishing, but it can also take over your life. Figuring out exactly what to do is where it's easy to get lost—which is why you need a strategy.

• What should our profile say?
• What platforms should we use?
• Who's in charge?
• How often should we offer coupons?
• Who's in charge of coming up with stuff to say?
• How often should we post?

A strategy—a simple, actionable strategy—tells you what to do, how to do it, and when to do it for maximum results, as best fits your company. Set aside an hour and work through these seven steps, and you'll have your own simple social media strategy.
1. Identify your target
Don't get lost in the details here; use the demographic research you've already done, or just answer each question as quickly as you can from what you already know or with a minimal amount of research. You need a rough idea, not a book-length collection of research.

• Who are you trying to reach?
• Where are they? 
• What are they talking about?

2. Define your message
In order to create a message that matters to your customers, you need to talk about what they care about: their problems, their pain points.

• What are your customers' pain points/problems?
• What is your unique selling proposition (USP)?
• How can you communicate your USP most effectively to customer pain points?
• How can you approach social media with a solution to their problems?

3. Determine your goals
Goals can be anything from “build an e-mail list” to “get more sales”; it depends on how your business operates and how you use social media and your website to interact with your customers.

• Why are you using social media?
• What do you hope to gain out of it? (Be specific.)
• What counts as a successful conversion?
• How do those conversions turn into profit?

4. Brainstorm your offerings
Creating and offering value is what will make you stand out in social media. Adding to the noise isn't a good strategy; adding value and sharing it with your market is.

• What can you provide via social media that will help/interest/entertain your target?
• What kind of content will you produce? 
• What content or curation makes the most sense for getting customers to your goals? 

5. Set a budget/schedule for needed resources
You can't do it all; define your resources in terms of money, time and personnel, then put those resources to work.

• How much time, money, talent and energy can you dedicate to social media?
• Who is in charge? 
• What will you outsource? 

6. Set limits and benchmarks
You still can't do it all, so don't waste your time trying; focus on sticking to your strategy within a few social media spaces. You can always expand later.

• What social media platforms will you use?
• What content will you put on each one? How often?
• When will you produce this content?
• How will you measure its success?

7. Apply, wait and test/tweak
Set a time limit (several months, at the least) and stick to your strategy for that amount of time before you start messing with it.
Keys to success

• Start with a focused approach. Spreading yourself too thin is a sure way to commit social media suicide. Instead, choose one or two platforms, a primary message, and a primary means of communication.

• Stay consistent. Consistency conveys authority and builds trust.

• Follow the etiquette of social media (be polite; respond to people; don't spam; give credit; so on).

• Use apps that will help you streamline your social media sharing.

• Don't rely solely on automation. Engage, respond, talk to people, help them, have conversations.

• Don't let it take over your work time. Instead, designate a daily block of time to do your social media work.

• Set your goals first, then break the goals down into tasks, then assign the tasks to your daily time slots (and/or your employees, and/or your outsourced help).

• Stick with it! Social media takes time, but it's worth your time. Just not all your time. Use a simple strategy like the one you've just created to use social media effectively and still do the rest of your work.

Should You Focus on Facebook or Twitter?

A new poll of small-business owners found that entrepreneurs ranked their time as their business's most valuable asset (yes, even ahead of their computers).
So with time scarce, and with business owners performing multiple roles, something has to give. Should it be Facebook or Twitter? (Sproutsocial, a startup that builds social media management tools for small businesses, suggests as a rule of thumb that Facebook is better for business-to-consumer marketing, while Twitter trumps for business-to-business.)
A new study suggests Facebook engages fans better than Twitter, at least if the biggest brands on the Internet are any guide.
Social media analytics company SocialBakers compared top brands' Facebook and Twitter presences over a month-long period. It concluded that brands such as Coca-Cola, Starbucks, Playstation and McDonalds were getting better results—sometimes dramatically better results—on Facebook.
Starbucks, for example, which has spent millions on Twitter efforts, gets 80 percent engagement on Facebook but less than 5 percent engagement on the microblogging site.
Of the 10 brands studied, just one—Oreo—got eye-popping numbers on Twitter: Nearly 80 percent engagement. Oreo gets just under 20 percent on Facebook. It and Skittles are the only two of the 10 brands that do better on Twitter than on Facebook. (Check out Oreos' Tweets, which seem heavy on chances to win some free sandwich cookies.)
Coca-Cola and Pringles did equally well with Twitter and with Facebook, though "well" is a relative term; Coca-Cola's engagement rate was about 5 percent, while Pringles's was 10 percent.
The study did not offer analysis of the results, though mediabistro's AllTwitter found them surprising.
Observed Lauren Dugan: "McDonalds and Starbucks, for instance, have been among the beta testers for Twitter’s advertising products, Promoted Products, since they launched. Both brands have spent millions on advertising on Twitter, offering coupons, free coffees and discounts—but their engagement rates are between 1 and 5 percent on Twitter, while they’re seeing between 30 and 80 percent engagement on Facebook."
How to improve your own engagement rates on Facebook? Socialbakers suggests taking advantage of the site's new "Facebook questions" feature, which can be used to ask questions of fans without forcing them to add any applications to answer them (a deterrent).
Socialbakers gives the feature's "viral-ability" a thumbs up, observing: Questions appear not only on your page’s wall as full stories but each time one of your fans answers the question, it appears as a full story on all of their friends feeds. If their friend answers, then it also shows as a full story in their feed and so on. Anyone who sees the poll can also post comments and “follow” the question to be alerted of future comments and outcomes.

4 Simple Ways to Find Out What Your Customers Really Think

It turns out there’s a really simple way to cement customer loyalty—ask them what they think. In a recent survey from Cint, 62 percent of consumers say they would be more likely to purchase a brand’s product if the company asked for their opinions. And more than half say they’d be more loyal to the brand as a result.
Surveying your customers can benefit your business in many ways. You’ll gain insights to help you improve your product or service, find out what customers actually think of your business compared to your competition and be better able to target their needs.
In today’s Yelp-review-driven world, consumers increasingly expect to be asked their opinions: 77 percent of them believe companies are more interested in what they think than they were 10 years ago, and 69 percent believe businesses actually act on their advice.
So how can you conduct a survey that gleans useful results? Here are some tips.
Get online. Consumers overwhelmingly prefer tech when it comes to surveys; 91 percent cite “smartphone,” “Web” or “SMS” as their preferred methods. Just 4 percent like mail in surveys, and a mere 1 percent want to be surveyed by phone. There are many low- or no-cost online survey tools out there. Zoomerang is one I like that lets you do surveys online, on Facebook, or by mobile device and offers both free and premium plans.
Keep it short. How many times have you started to take an online survey only to get bogged down in a seemingly endless series of screens? The Cint survey found shorter is better. Forty percent of consumers will spend one to five minutes taking a survey; 30 percent will devote up to 10 minutes; and just 13 percent are happy to spend over 20 minutes. (I’m surprised that number is so high.) Remember, people are busy, so keep it short and simple.
Offer incentives. If your survey is short and focused on a topic (like customer satisfaction) that customers believe will ultimately benefit them, you may not need to offer a reward. But if you’re conducting a lengthier survey or doing market research to assess a product or service launch, some type of “carrot” might be necessary. Money (no surprise) is the best motivator for 55 percent of the respondents in the Cint survey, while 34 percent want free products and 6 percent are okay with vouchers. (If you offer a chance to win a prize, make sure you are following contest/sweepstakes rules in your state.)
Act on what you learn. There’s no point to doing a survey if you ignore the results, and keep doing what you’ve always done. Plus, in today’s socially-connected world, people who’ve taken the survey are likely to talk about it. Assess your survey results and use your customers’ feedback to make changes where they’re needed. Even if the results show that your customers are happy, you’re not home free. You need to regularly poll your customers to keep them satisfied.
Photo credit: Photos.com

What Every Successful Small-Business Website Needs

Having a website is a must, if you want to establish and build a successful business—large or small.
Creating the perfect website isn’t an exact science, but a few guiding principles will help you attract and retain an audience of loyal customers and clients.
To find out how to make your website stand out, we spoke with Ron Wright and Tony Escobar. Wright has helped businesses build a solid Web presence since 1998 at Accentix. Escobar is a 25-year-old entrepreneur who helped launch AMTG Solutions to provide web services to small businesses.
Escobar says you need to make your business stand out and get your visitors to act. Refining your website in a few key ways helps you present the best product to your online clientele.
Quality content
Content is the most important foundational element of any small-business website.
If you're selling a product or service, offer enough information about that product or service that prospective customers understand what it is. They should also be enticed to buy it, based on the function you describe or the need your product satisfies.
“The whole point of the website is to get visitors to contact the company, make a purchase or visit your location,” Escobar says, and that hinges on its content. “A good site provides users the exact content the company wants them to act on.”
All the text on your site must be written well. If writing isn't your thing, Wright suggests leaving it to a professional by contracting out the work to a freelance copy writer. It might seem like a big up-front cost, but it's actually an important investment to make.
Clear vision of the audience
Without a keen awareness of who your ideal customers are, it's hard to properly tailor your content and website to appeal to them.
Small-business owners often don't narrow their focus enough.
“I always try to counsel my clients to consider who the visitor is and then give that visitor a clear path on what to do next,” Wright says. That’s hard to do if you’re targeting too broad an audience.
Keywords
It's important to understand what search terms and keywords drive visitors to your site. That way, you know which words to use when you describe your products or services to maximize page traffic.
Google, for example, uses a keyword-based algorithm to rank search results. There are tools to help you understand whether you're taking proper steps to capitalize on that.
You can advertise your business on Google using Google AdWords. It has a feature that helps you find out if your keyword choices are on-point or off the mark. Additionally, analytics software like Google Analytics allows you to see which search terms and other Web pages steer people to your site.
By taking stock of that data and regularly monitoring it, you can build comprehensive strategies that will help search results tip in your favor.
A clean, readable look
Aesthetics are subjective, Wright and Escobar agree, but designing a website according to your own tastes is a big mistake. Instead, keep these few guidelines in mind.
First, be professional and have a look to match. You want people to take your company seriously? Then invest in a site that looks legitimate. Unless you're a savvy site-builder, hire a consultant. Your website is the image you're sharing with a whole world of potential customers. Make it good.
"Any hint of being outdated or having an unpleasant design can be a major turnoff for prospects," Escobar says. "After all, small businesses are not alone, they have to compete with the guy next door. The company that provides the best first impression usually gets the sale."
Second, don't overwhelm. Lots of graphical additions and colorful sections on your site looks messy and confusing. Keep a streamlined approach and focus on simplicity.
Simple navigation
A comprehensive (but to-the-point) sidebar that displays each of your pages' offerings is the easiest way to shepherd visitors to the various parts of your site without frustrating them.
Keep it simple and straightforward, Escobar says. For example, say "About" instead of "About Our Office" to avoid clutter and confusion.
About your company
The autobiographical section of your website, the About tab, is a crucial trust-builder and attention-grabber.
This page should never be generic, Wright says. It's a history of your company that details who you are and what you do, written in a tone that matches your company's culture. Include personal bios of your top management staff. That gives a sense of transparency and openness to what you do and fosters connection with prospective customers.
"People are not as concerned with what you do as who you are," Wright says, noting that the About sections of a website are among the most-read.
Contact us any way you want
Contact information tells your customers you are reachable and at their service, whenever they might need you.
Don't be shy about listing ways to get in touch across platforms and devices, Wright says. It gives the best impression of accessibility and engagement when you offer e-mail, phone, mail and social media options.
Escobar suggests going a step further and including contact information at the footer of each individual page, where visitors are accustomed to finding general information.
Social media integration
Building in social media, like your Twitter and Facebook feeds, to your website helps boost your engagement on those platforms and allows you to more easily keep in touch with your customer base, Escobar says.
He suggests adding social icons in the main navigation bar and in the page footers.

6 Surefire Ways to Capture More ‘Likes’ on Facebook

Facebook ‘likes’ are quickly turning into currency for credibility. The more ‘likes’ your business has, the more seriously consumers will perceive your company. Extra bonus: every time someone ‘likes’ your page, each of your updates shows up in their news feed, thereby providing them constant reminders of your brand.
So how can you pump up your ‘likes’ to Apple Inc. and Gap levels (2.7 million and 1.4 million, respectively)? Follow these tips and you’ll soon be on your way.

Tag, Tag, Tag
 

In late January, Jill Homiak, founder of Presenza, a wrap top designer in Alexandria, Virginia, posted this to her company’s Facebook wall: ‘Who else is excited that Sofia Vergara is the new CoverGirl?!?!’ She tagged the word CoverGirl by putting an @ before the ‘c’, thereby alerting CoverGirl to the post. Her plan worked; it not only caught the attention of the cosmetics brand, but the brand ended up ‘liking’ her comment.
“By ‘liking’ my comment, it showed up on their Facebook page, which is ‘liked’ by more than 1.7 million people,” says Homiak. “It gave us huge visibility and we attracted more ‘likes’ in the process.”

Donate to Charity
 

PaySimple, a cloud-based accounts receivable provider out of Denver, Colorado is taking a touchy-feely approach to attracting ‘likes.’
“We are taking part in a month-long philanthropy campaign where, for every ‘like’ we receive, we will donate $1 to Kids Are Heroes, a non-profit that inspires volunteerism in children,” says Sarah Jordan, the company’s director of marketing, adding that the company is hoping to bring in around 200 likes and, so far, is up 40 from last month.
If you’re inspired to try this but aren’t sure what charity will resonate with your customers, Jordan recommends the trial and error method to see what brings about the most interest.

Host a Giveaway/Contest
 

On New Year’s Day 2011, Marc Joseph’s Facebook business page had around 3,200 ‘likes.’ Today, it has more than 42,000.
How’d he do it?
“I’ve been doing giveaways every month since January 2011 on Facebook and it has worked beautifully,” says Joseph, CEO and president of DollarDays International, Inc., a wholesale distributor out of Scottsdale, Arizona. “In addition, we really engage with our customers online and ask them what kinds of giveaways they want, which inspires even more attention and comments.”
Contests are also great ‘like’ drivers. Just before Christmas, Brina Bujkovsky, founder of The Younique Boutique in San Marcos, California, offered a free hanging quilt as the prize of a contest asking followers to describe their happiest holiday memories on her business’s Facebook page. The contest worked—her ‘likes’ went from 100 to more than 800 in just two weeks, she selected the winner at random and then asked them to post photos of the quilt once they received it—attracting even more ‘likes.’

Create a Splash Page
 

A splash page is a gate to one's Facebook wall and usually contains colorful graphics describing a company, promoting products or sales. Louis Hernandez, Jr., CEO of The Motor Bookstore, a car manual retailer in DeBary, Fla., uses his splash page to capture ‘likes.’
“A splash page asks the visitor to ‘like’ your page before seeing your wall contents,” he says. “You can bypass this, but the majority of visitors will follow instructions.”

Reward re-posts
 

In an effort to get the word out about her harp performance business, Merry Miller turned to Facebook in a creative way: she asked followers to do the work for her.
“I inspired my base to re-post a link to my love CD by offering to play a wedding for free to the person who got the most likes on my link,” she says. “I captured 100 likes in the first day.”

Get personal
 

Facebook users hate a hard sell. Endear your business to followers by posting on personal topics such a popular sports games and how you feel about the weather. Michael D. Haaren, co-founder of Rat Race Rebellion, a work-from-home job board out of Annandale, Virginia, posts about his obsession with Nutella and gets tons of feedback as well as ‘likes.’
Bottom line: remember to put the ‘social’ in social media; don’t talk at your consumers. They will just tune out.

The Wrong Way to Market Social Media

Entrepreneur Kevin Ready tells a sadly humorous social media story in his book StartUp: An Insider's Guide to Launching and Running a Business. The airport parking company that he uses has a shuttle bus that runs from the lot to the airport terminal. Plastered on the bus windows are posters that say: “Like us on Facebook. Plus us on Google. Follow us on Twitter.”
"This makes sense doesn’t it?" asks Kevin. "Not. Let’s break it down.
A. Somebody at the parking company has been tasked with the job of handling social media.
B. Second, that person’s boss has probably established some sense of the metrics in the space: likes, plusses, and follows.
C. Since this is what the social media person is being measured on, he or she creates the sign as described and posts it in the bus.
D. The irony is that they've 'missed the bus' with the marketing collateral that she just made."
Sadly, this is how many small businesses are marketing their social media in an attempt to build an engaged following. So what’s wrong with it?
"Simple," says Kevin. "They're telling customers what the company wants. Why would any customer ever care what the company or someone's boss wants? Why, why, why? I would not be surprised if out of 50,000 customers per month in those busses nationwide, not a single one ever responds to this poster as it is written."
Every company needs to compose messages that get customers to do what the company needs done. But you shouldn't confuse your need with the customer's.
So what should the company have done? Kevin offers a three-point strategy:
1. Start with “why.” Under what circumstances would customers ever want to interact with messaging from her brand? What do they need? What are they interested in?
2. After identifying possible whys, evaluate your resources and see how you can provide a solution to one or more of them. This is the process of building a value proposition around that why. The mantra here is, “Provide value. Provide value.”
3. Finally, follow up by attaching the desired actions (in this case, like, plus, and follow) to that value proposition.
How about these?
“Get one free day of parking! Just ‘like’ us on Facebook to receive your coupon.” (Value plus desired action)
“Love Hawaii? So do we! We are sending two lucky families to Oahu—just follow us on Twitter and we will enter you to win!” (Value plus desired action)
“A lizard in a suitcase? The funniest travel stories ever told—only on our Facebook page.” (Value plus desired action)
By providing value, and arranging the message in such a way that customers who are interested in the value do what you are asking them to do, you greatly increase your chances of getting customer buy-in.

Top 7 Ways to Get the Most Out of Facebook

The goal for most small businesses on Facebook is to build relationships with current customers and future prospects. But random daily posts, "likes" and comments often do not produce the desired results. Fathom Research helps businesses understand what actually drives a deeper relationship with their customers. Here are some of the strategic activities they recommend (with my examples) that help build strong Facebook relationships.
1. Invite interaction
Let visitors know that your company is listening by responding ASAP (hopefully within four hours) on all posts. This is especially true for customer service inquiries, raves or rants. For example, Sage Peachtree does an excellent job helping customers that have questions about using their accounting product through their Facebook page. Reply not only on your own company's posts, but to those of your "friends"—and their friends to make further cross connections possible.
2. Tell stories
Stories make any brand come alive. Encourage the posting of examples of customers using your product. Scottevest has a gallery of photos from fans on their Facebook page from all around the world wearing their innovative travel clothing in the wildest places. This will also inspire everyone's imagination as to what is possible with your product without you actually selling it to them.
3. Exchange ideas
Ask questions and encourage creativity. Don't be afraid to tackle real issues that are important to your fans and your brand. For example, after the President’s State of the Union address, you can post “How well has President Obama done supporting “every entrepreneur that wants to become the next Steve Jobs”? This will elicit of alot of responses from both sides of the aisle.
4. Celebrate everything!
Pause to commemorate milestones or seasonal traditions. For example, on their Facebook page, American Express OPEN recently celebrated Martin Luther King’s birthday by asking, “...it’s a great chance to reflect on our own dreams. What is your greatest dream as a business owner?”
5. Make it fun
It is critical to connect with your fans' passions. For example, United Linen has a multipart video series on how to fold napkins on their page. Have visitors fill in the blank like American Express OPEN, who has a "Fill in the Blank Friday" feature! Sponsor contests or promotions by offering deals or other giveaways. Urban Oasis Spa offers a "free hot stone massage" contest during the cold Chicago winter and visitors can enter by just liking their page.
6. Show personality
Expand your brand and don't be afraid to be bold or irreverent. FibreGlast Developments Corporation shows off "Fiber Carbon Star Wars Star Troopers." This is important because some posts on your Facebook page need to be a break from talking about your product and company. Sage Peachtree tells jokes on their Facebook through a “Friday Funny” feature.
7. Make connections
Share your content with other complementary sources. As a result, they will more likely share their content with you. This can be done effectively by championing a cause that is in alignment with the values of your brand. For example, (RED) has raised over $180 million and helped 7 million people fight AIDS. These types of connections make your company relevant to everyday life.
How has your company effectively built relationships on Facebook?