Social Media Survival Guide for the B2C ENERGY Industry

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Information about Social Media Survival Guide for the B2C ENERGY Industry
Social Media

Published on March 18, 2014

Author: digimind



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Organizations in the energy sector have long relied on search engine performance as a key influencer of total business revenue, because many believe it is the best way to generate qualified, actionable leads for sales. However, truly successful lead generation in this industry is born from strong competitive intelligence and an understanding of the consumer, and there is no better place to capture core demographics, purchasing habits and lifestyle attributes than on social media networks, if you know how to use them effectively.

This eBook gives you all of the information you need to implement a winning social media strategy.

Key Takeaways include:

- How to get started on your recommended social media channels
- Key statistics and specific case studies
- Best Practices for each network
- Industry insights about Google+

MAKING SENSE OF SOCIAL MEDIA 1 Social Media Survival Guide for THEENERGYINDUSTRY Where, How and Why?

CONTENTS KEY TAKEAWAYS 4 FOREWORD 5 INDUSTRY INTRODUCTION 7 BLOG 8 Facts How to get started Case Study: British Gas FACEBOOK 10 Facts How to get started Campaign ideas Best Practices TWITTER 17 Building brand awareness Lead generation Customer services Best practices YOUTUBE 22 Facts How to get started Case Study: DTE Energy Company Best Practices PINTEREST 26 Facts How to get started


MAKING SENSE OF SOCIAL MEDIA 4 KEY TAKEAWAYS Thank you for downloading Digimind’s Social Media Survival Guide for THE ENERGY INDUSTRY. This eBook gives you all of the information you need to implement a winning social media strategy. We guide you through: How to get started on your recommended social media channels Key statistics and specific case studies Best Practices for each network Industry insights about Google+

MAKING SENSE OF SOCIAL MEDIA 5 Thank you for downloading this eBook. Digimind is constantly working to bring you useful and insightful content to make your job easier and help you navigate the complex world of social media. With the launch of our next generation social media monitoring tool, Digimind Social, in October 2013, we are now better equipped than ever to assist you through these turbulent waters. Beyond our technology, our teams in North America, Europe, Asia and Africa are constantly gleaning the latest social media and digital marketing trends and insights and delivering them in easily digestible formats. We are very happy to share our insights with you and we hope you find this eBook interesting and insightful. If you like what you see here, you’ll find many more similar resources and best practices on our website. Enjoy, Paul Vivant Founder & CEO FOREWORD

“84% of UK consumers would not trust their energy provider to advise them on energy efficiency, so they are increasingly turning to online communities to inform them about which energy provider is the most reliable” Accenture survey, 2011

MAKING SENSE OF SOCIAL MEDIA 7 Deciding which social media platforms to use is easier for B2C than B2B companies, given the huge consumer audience on all of the social networks. But what is challenging for B2C companies is figuring out how to influence such a big audience and monitor what all of these people are saying. Are they asking for advice? complaining? or generally happy with your product? Social listening is a key role for your Community Manager who can leverage smart social media monitoring tools to listen, analyze and engage with your customer base to make better business decisions. These insights are not limited to your Community Manager; your Sales and R&D department can also use these tools to find quality leads or see what people like and dislike about your product. Let’s have closer look at your industry. Organizations in the energy sector have long relied on search engine performance as a key influencer of total business revenue, because many believe it is the best way to generate qualified, actionable leads for sales. However, truly successful lead generation in this industry is born from strong competitive intelligence and an understanding of the consumer, and there is no better place to capture core demographics, purchasing habits and lifestyle attributes than on social media networks, if you know how to use them effectively. Many energy companies are ‘on’ social media sites, but having a strong online presence means actually utilizing these sites to connect with communities of potential consumers in an organized and frequent manner. This requires working out which social networks your consumers are using, allocating resources (ie a community manager) to manage your social media accounts, and building a social media strategy to work out which content will be the most effective on these sites, and how often you need to be updating them. According to Accenture’s 2011 study, 84% of UK consumers would not trust their energy provider to advise them on energy efficiency, so they are increasingly turning to online communities to inform them about which energy provider is the most reliable. Thus, a community manager in this sector should leverage social media platforms that are focused on engaging with and informing the consumer, so that you can build a powerful consumer relationship which will ultimately close the sale. You can use your own blog to articulate the most compelling features of the products and services you provide; share this information in different ways with customer interaction on Facebook and Twitter, videos on YouTube and interesting infographics on Pinterest; and listen to consumer feedback in order to build trust and separate yourself from your competitors. But what is the secret to using these platforms successfully? INDUSTRY INTRODUCTION

MAKING SENSE OF SOCIAL MEDIA 8 Content creation and having a strong blog should be central to your marketing strategy, as you can provide information about your products and services and explain how and why they will benefit your target audience. A blog is a social media platform that you own so you can edit it on a daily basis in order to provide a continual stream of fresh content that will feed other social media networks and enhance your online presence. According to Social Media Examiner’s 2013 Social Media Marketing Industry Report, marketers generally underutilize blogging; less than one in five put it at the top of their list. Furthermore, marketers who are using blogging are missing out on generating valuable leads because they are not mobile-optimizing their blog, despite the fact that the Pew Internet Project’s social networking research has shown that 40% of cell phone owners use a social media site on their phone, and 28% do so every day. But in order to access these potential leads, you must first create your blog. How to start a blog? Digital Marketing Expert Heidi Cohen’s ‘How To Plan Your Blog’ provides some great insight. Before you begin, you must ask the following questions: What is your goal? Blogs serve several purposes; you can use it to build brand awareness; gain marketplace insight; attract more potential clients; improve SEO, exposure and traffic; support sales and build business relationships. However, you must set out specific goals in order to develop an effective social media strategy. Who is your audience? It is important to gather as much information as possible about your consumers, as you are essentially commoditizing fundamental services. What sort of content format will generate leads? Given your industry, you should focus on providing as much detailed information about products and services as possible, as well as the latest news and information about your industry as a whole. You should also provide photo and video to make your content more attractive and to ensure that they have fully understood the services and products you offer. What is the optimum content frequency? You should update your content based on advances and changes in your industry, services or organization. Create an editorial calendar so you can stay on top of cutting edge changes in these areas, and create a schedule to plan who will post and when. The cheapest and easiest way how to build a blog is by using Wordpress (or another content management system such as Drupal, Joomla etc). There are plenty of different templates to use and a number of freelance blog builders who can take over for a small fee, although using in-house human resources will minimize your total marketing expenditure. Don’t forget to implement the Google Analytics tool to measure your traffic and BLOG

MAKING SENSE OF SOCIAL MEDIA 9 exposure, and to discern what kind of content is the most popular. You will gain insight into the sort of information people are searching for in your sector, such as typical reasons for complaints or a product or service that is desired but unavailable, and you will find topics being discussed by consumers which you could use as a communication strategy. Google Analytics is a great social media monitoring tool as it will enable you to adjust your content according to the information. Finally, when you have constructed your blog, you should implement a social media sharing toolbar, as there is a huge space to promote it on your other social media platforms. With social media sharing, your blog posts will keep on giving long after they have been published. Here is how one enterprise is capitalizing on this social media platform: Who: British Gas Product/ Service: Gas and Electricity supplier, Boiler provider and Energy Efficiency information Social Media Platforms: Blog, Facebook, Twitter, LinkedIn, Google+, YouTube Approach: British Gas have 2 blogs: British Gas and British Gas Business, meaning that they can tailor the information they provide on each blog depending on whether their consumer is an individual or a business. Their B2C blog contains a huge amount of information, yet the content and layout is attractive and organized so it won’t overwhelm potential customers. The blog homepage features their latest articles, tweets, YouTube videos and their most popular posts. Furthermore, the blog features a search bar, so that consumers can quickly access the information they are specifically interested in, as well as tabs for the Homepage, the company’s Latest News, Blog of the Month or Contact details. On their homepage you can access their official website and all of their other social media sites so consumers have the option of sharing each blog post on their own social media networks, to maximize exposure and traffic for the company. The site also includes great infographics and pictures to represent their brand and information.

MAKING SENSE OF SOCIAL MEDIA 10 Why Facebook? The answer is simple; with 665 million active daily users1 it is by far the most frequently used social media platform. Consumers in your industry are using Facebook on a daily basis, engaging with each other and sharing their experiences, desires, delights, and disappointments. Through Facebook you can connect with these active users and consumers by joining discussions, offering advice and recommendations, and replying to any criticisms they might have about your product. Facebook is an essential social media site for companies in the energy sector, because it is fully mobile-optimized and available on almost all mobile phones. Thus, in the case of power outages or other events which require urgent communication with your customers, Facebook will allow you to communicate quickly and directly with people, reassuring them and informing them of updates such as the causes of the power outage and when the problem will be resolved. Customers can simply use their mobile phone app to access all the information that they need in order to feel safe and comfortable. Dominion Virginia Power is a great example of a company who has used this social media platform to interact with their consumers and grow their business. They have a number of communities for their consumers on Facebook, where they have 31,000 fans, because they have used this social media site effectively to create a channel of communication between company and client, allowing for excellent customer service. However, in order to benefit from this communication strategy like Dominion Virginia Power, you must first create a Facebook page. FACEBOOK

MAKING SENSE OF SOCIAL MEDIA 11 How to set up your Facebook page? Begin by creating a Facebook page which will be attractive to your consumers. You should use images which represent your brand, and a cover photo which communicates the main message of your enterprise. Remember to keep the profile photo simple; using your logo or mascot will create a strong brand association when it is shared and Liked on the network. The Like button on your page is very important for generating Facebook followers.

MAKING SENSE OF SOCIAL MEDIA 12 CAMPAIGN IDEAS When you’re ready to launch your page, think about campaigns (both free and paid) that will help you generate Likes and a following for your page. Here are some ideas: Questions and ‘Fill in the blank’ posts Encourage your consumers to engage with you, either by asking them to complete a puzzle or by asking general knowledge questions that are relevant to your industry. This will generate interest in your page, and exclusive giveaways are a great way to reward customers, and attract new ones. . Use an events page to promote your new product, charity activities, promo offers etc. This will generate social media buzz for your brand. If you decide to host an event, be sure to post photographs of the event on your page so that your consumers see the people behind the brand.

MAKING SENSE OF SOCIAL MEDIA 13 Vary your content Combining graphics, videos and information will make your page interesting and attractive for consumers. Video is particularly effective, as you can provide valuable information quickly without overwhelming your consumer with too much detail and losing their attention. Connect your social networks You can do this simply by typing ‘tab for...’ and then the name of the social media channel you want to connect to into the Facebook search bar. For example, by typing ‘tab for Pinterest’ into the search bar you will be directed to the app page in the app centre where you can install the application quickly and easily. Any posts you make on your Pinterest will then automatically appear on your Facebook page. You can add apps like Twitter, Instagram, Pinterest, YouTube, Flickr, Blog (for blog search for ‘RSS tab’) etc.

MAKING SENSE OF SOCIAL MEDIA 14 Create an Outage Page to provide information to consumers Consumers will use this page to check for updates and enquire about service. The great thing about this kind of content is that customers will be entering a huge amount of personal information in their enquiries, such as where they are etc, and you can get one of your employees to them as soon as possible, if need be. Call your Facebook followers to action with more general content Remember social media should not be used to aggressively market your company. Providing more useful information and content that is relevant yet not in any way marketing your brand will build trust and a strong company to customer relationship

MAKING SENSE OF SOCIAL MEDIA 15 FACEBOOK BEST PRACTICES: • Share photos and videos rather than a link It is important to ensure that all of your content is accessible in one place. • Keep your posts short You want to capture the attention of your consumer without overloading them with information. • Call to action Asking your followers for their opinion is a good communication strategy and a good way of generating leads. • Always answer your follower’s questions You cannot expect people to answer your calls to action if you are not willing to do the same in return. Answering your followers is a key communication strategy as you need to build a relationship with consumers in order to convert leads into sales.

“As you can see, Twitter is a place where you can build brand awareness, provide customer service, retain loyalty or promote your product or service.”

MAKING SENSE OF SOCIAL MEDIA 17 Twitter is another good social media platform for the energy sector because you can provide quick, easily digestible news about your industry and organization, and it is a great source for potential customers, followers and brand ambassadors. There are millions of potential customers asking for advice about energy brands and services everyday, and your company should be capitalizing on this. For example, this woman wants to know: If the AA were utilizing this social media platform effectively, they would have seen that they had been mentioned, and could have used this opportunity to put this potential customer in touch with one of their existing customers, or interact with the user directly, giving them useful information and advice. Unfortunately, the AA’s official customer help and support team on Twitter are completely inactive, meaning they are not offering a good customer service and they are missing out on valuable opportunities to generate leads and sales: Here are some facts about Twitter, courtesy of and, and information about how it will benefit your brand: 140 million tweets are sent per day on average - There is a huge audience for your organization waiting to be tapped into. 40% of people on Twitter don’t tweet but watch other people tweet – You can generate leads and sales simply by providing good, informative content. You can link your Twitter account to your other social media sites – You can increase exposure for your blog and official website simply by linking them to your Twitter account. Furthermore, you can provide links to content on your other social media networks. Remember, including links makes tweets 86% more likely to be re-tweeted. You can #hashtag certain topics – This will enable you to interact with other twitter users who are talking about the same topics as you, which will help you to build relationships with potential consumers and generate leads and sales. Including 1 or 2 hashtags in every tweet will get you 21% more engagement from twitter users As you can see, Twitter is a place where you can build brand awareness, provide customer service, retain loyalty or promote your product or service. Let’s look more closely at different ways to use Twitter. TWITTER

MAKING SENSE OF SOCIAL MEDIA 18 Building brand awareness If you haven’t yet set up your Twitter page, you must create a profile with your logo, a header and a good biography (you can get inspiration from well-known telecom firms). The next step is to start tweeting, follow people, and of course gain your own following. Below are three tools which will help you find the most suitable people to follow on Twitter: Remember, photos are particularly important when it comes to brand awareness, and good ones are worth far more than 140 characters. You can be creative, or focus on a specific event, while still marketing your products or services, and below is one example from the coffee chain ‘Starbucks’ after the birth of the royal baby in Britain. Twitter competition A good way how to gain more followers is to organize Twitter competition. Jeff Bullas wrote a great article “4 Awesome Types of Successful Twitter Contests” on this topic in which he describes four types of Twitter competitions: creative answers, sweepstakes, photo contests, and Question & Answer. Creative answers - The organiser will ask users to reply to a question using a specific hashtag. The winner will be the person who tweeted the best or most creative answer. Note that it is very important for people to follow the specific hashtag mentioned. Sweepstakes - Sweepstakes are very popular in the US. The main principle is that winners are chosen at random or through a ‘lucky’ draw. Here you can ask people to retweet a specific tweet to win a prize. Photo Contest - Ask people to take a photo with your product to win the contest and get a prize. Of course, don’t forget to add a specific hashtag for the contest. Question & Answer - This is a very simple way to organize a contest, but it is still effective. You can simply ask a question about your product or service that has a right or wrong answer, and the winner will be the person who answers most quickly or accurately. REMEMBER ALL COMPETITIONS OF THIS NATURE MUST BE IN ACCORDANCE WITH THE LAW AND TYPICALLY REQUIRE OFFICIAL RULES AND REGULATIONS.

MAKING SENSE OF SOCIAL MEDIA 19 Lead generation 140 million tweets are sent per day on average. Amidst all of this noise are your target consumers talking about products and services you offer and asking for advice. It is the perfect opportunity to reach out to these consumers, recommend your products/ services and perhaps offer a sample or demonstration. It might seem like an impossible task to sift through the Twittersphere to find your target audience, but we will show you how through a simple keyword search. By simply using the query -http ? “keyword”, you can bring up a targeted stream of search results for a given keyword on Twitter. For example, if someone is in need of a boiler or boiler parts, you can type -http ? “new boiler” into the search engine and then reply to Twitter users who have requested information on this topic. Can you provide a new boiler fan at a reasonable place, or offer this potential customer a boiler care plan with your services? There are a huge number of queries about your industry every day which you could be capitalizing on.

MAKING SENSE OF SOCIAL MEDIA 20 Customer Service The days of sending letters and using Customer Service hotlines are largely over, especially for companies in your industry. However, consumers are now demanding more immediate attention, so customer service has moved online and more specifically, onto social media sites like Twitter. Nielson’s 2012 Social Media Report showed that 47% of customers looking for customer service turn to social media, with 27% turning to Twitter. This is good news for you, as Twitter is free and already has millions of existing users; it is just up to you to find your customer base. Dell is a good company to look at when it comes to company service After Jeff Jarvis posted the catchy phrase ‘Dell Hell’ referring to poor customer service on his blog, it travelled around the internet and was even mentioned in the New York Times, resulting in an online crisis for the company. In response, Dell began a customer service campaign on social media which has been extremely successful. They offer solutions to unhappy customers in real time, meaning that they have recovered their brand reputation and escaped the ‘Dell Hell’ catchphrase. Dell are offering one of the best customer services out there, and they are receiving positive feedback on their Twitter page which will encourage other social media users to buy their products, because they know there will be help at hand if they have a problem.

MAKING SENSE OF SOCIAL MEDIA 21 TWITTER BEST PRACTICES: • Keep tweets shorter than 140 characters People will be more likely to retweet your comment as every RT includes the @nickname of the user who tweeted initially. Shorter tweets are therefore simpler to RT. • Use hashtags Hashtags are being used more and more by Twitter users so it is much easier to locate and target your audience. But remember, you should use max.3 hashtags per tweet. • Grow your following You should keep adding followers as a number of people will follow you back. This is a very simple way to grow your online community. • Retweet with a comment Whenever you retweet, be sure to add your own insight or comment on the topic to make it more personal for your followers..

MAKING SENSE OF SOCIAL MEDIA 22 In this age of distraction, most people prefer receiving information through more interactive formats like video. For organizations offering telecommunication services, YouTube is a great option as it allows you to quickly run through the intelligence behind your products or services and inform your consumers of the benefits you can provide for them. There are two big advantages to using YouTube: 1. Videos are more likely to go viral than purely text posts 2. You can easily embed YouTube videos into your blog, website and Facebook page, without having to work that the weight of the video will slow things down Still not convinced? Here are the facts about YouTube, courtesy of Business Insider and YouTube Press, and information about how it will benefit your brand: 400 Tweets per minute contain a YouTube video – Online videos are a media which will keep contributing to your brand long after they have been viewed. YouTube’s search bar is the No.2 online search bar, second only to Google – YouTube has also been part of the Google group since 2006, meaning that your brand automatically benefits from SEO when any of your videos are searched for on Google. Per month, YouTube attracts more than 1 billion unique visitors, who are spending 2.9 billion hours on the site and watching 6 billion hours of video – These numbers speak for themselves; your brand can capitalize on the huge volume of traffic that YouTube videos generate each month. YouTube Analytics Tool allows you to keep track of your audience – Who are your viewers? How do they find you? What do they like/dislike? You will have all the details to understand and engage with your target audience. YouTube is available on smart phones and tablets – Your brand will be How to set up your YouTube channel? It’s simple to get started. The first step is to create your profile and channel, and then you can customize your channel to reflect your brand identity. Google provides a great guide on how to customize your YouTube channel Then it’s time to create a content strategy. You can simply share your commercials, interviews or how-to videos, but always make sure your content is original, frequent, and no longer than 15 minutes. Here is how one organization is using various approaches to capitalize on this social media platform: Case Study Who: DTE Energy Company Product: Renewable Energy (building Wind Parks in Michigan, USA), Energy Efficient products for home and businesses YOUTUBE

MAKING SENSE OF SOCIAL MEDIA 23 Social Media Platforms: YouTube, Facebook, Twitter, Instagram, Linkedin Approach 1: Videos about their employees DTE’s YouTube channel provides videos containing information about their employees and workplace culture, such as the video ‘Meet Mike Gardner, Process Controls Engineer Co-op.’ The videos contain case studies of individual employees’ lives, qualifications and experiences working for DTE and what they do. Approach 2: Videos of consumers being told the answers to typically asked questions The channel contains videos such as, ‘Know Your Own Power: Energy Savings,’ in which a consumer asks ‘What’s the best way to save on my energy bill?’ The video then shows a DTE employee explaining various services the company can offer, and carrying out changes to her home. The customer is satisfied at the end, so DTE is providing (staged) customer testimonials in order to show how the company can benefit consumers. The video has 3,933 views, and if you combine this with the results of a recent Conversocial survey which found that over 88% of consumers are influenced by comments posted by other consumers on social media sites, that translates into over 3,400 potential leads. Approach 3: Playlist A distinctive feature about DTE’s YouTube channel is the way in which their videos are organized. Viewers can find exactly what they want to see, whether that is Safety & Reliability, Community Involvement, Natural Gas and Renewable Energy information, Energy Efficiency tutorials, information about their Summer Jobs Program etc. This ensures that the company are providing appropriate

MAKING SENSE OF SOCIAL MEDIA 24 Approach 4: Facts and Information about their services DTE appears to have a strong awareness of discussions and concerns about their industry. They provide a number of videos which respond to potential consumer concerns about their industry, such as ‘What is DTE Energy doing to improve their Customer Service?’ and videos which respond to more general questions like ‘How do we convert the sun’s rays into renewable energy?’ This will set the company apart from their competitors, as they are making sure they gain the trust of their potential clients and inform them on every aspect of their products and services, which is an essential part of building a consumer relationship, and generating leads and sales. Approach 5: Links to their website The YouTube channel provides links to their website, generating increased exposure and traffic. However, DTE do not provide links to their social media sites, so they are not capitalizing on the exposure they could gain by sharing the videos on these sites, and it is unlikely that their videos will be shared by their followers.

MAKING SENSE OF SOCIAL MEDIA 25 YOUTUBE BEST PRACTICES: • Create a good title for each video Keep it short but informative and think about keywords. • Provide descriptions Always provide a description and include a link to your website. This helps optimize your visibility to potential consumers and Google. • Tag your videos Video tagging is crucial to help viewers locate your video through search. • Annotation YouTube lets you add interactive commentary to your videos. These annotations allow you to add background info about your video, create stories with different endings, and/or link to other videos. Use these to improve the viewer’s experience, but be sure to keep them short (5-7 seconds). • Share your videos on other social media platforms Be sure to have an integrated social media strategy.

MAKING SENSE OF SOCIAL MEDIA 26 Pinterest has revolutionized the way users share information, and making use of this social media network is an innovative way for energy brands to offer their consumers visually stimulating information about their brand. The site is taking the social media world by storm, and as its customer base keeps growing exponentially, energy companies are rushing to not only understand but also successfully engage in Pinterest. According to Business Insider, Pinterest accounted for 23% of social media generated e-commerce sales during the second quarter of 2013, because of its 3 main benefits. Firstly, energy companies can increase their brand authority, which will be especially useful for smaller companies and renewable energy providers. You can position yourself as an authority in your field by pinning your own content and sharing pins from a carefully vetted combination of sources to ensure your brand is providing the most accurate and useful information available. Secondly, you can expand your reach, and grow your consumer base. By using Group Boards and collaborating with popular pinners who have a large following, you can expose your brand and content to more people. PINTEREST

MAKING SENSE OF SOCIAL MEDIA 27 Thirdly, you can drive traffic to your site. In order to do this, you must first make your content attractive to other Pinterest users who will repin to their boards. The most successful pins are those that mix solutions to a problem or query with a great image.

MAKING SENSE OF SOCIAL MEDIA 28 Or pins that appeal to the interests and hobbies of your followers, like this ‘Science Fair’ board on General Electric’s Pinterest page: However, energy providers are failing to capitalize on the many benefits that Pinterest has to offer their industry.

MAKING SENSE OF SOCIAL MEDIA 29 Here are the facts about Pinterest, and information about how it will benefit your brand: It has over 70 million users and 2.5 billion monthly page views – These numbers speak for themselves; it is the fastest growing social network and your organization can translate the huge volume of traffic that posts generate into leads and sales. You can create organic content and re-pin or share content from other organizations – This will allow you to give consumers a good idea of your organization’s vision, values and influence. Furthermore, by re-pinning you can provide information about your industry without having to constantly create new content, which will save you time and effort. You can engage and interact with other Pinterest users – Not only will you be able to positively influence your consumer, but the viral effect the site provides will give valuable exposure to your brand, creating brand awareness and generating leads. In addition, it will help you to create business partnerships, which will be particularly beneficial to organizations working on a referrals basis. The content is heavily visual – This will make your brand more attractive and memorable to consumers, as it is easier to obtain and retain information through a visually rich media. How to set up your Pinterest page? You can open a new account by email, or with a Twitter or Facebook account. Once you have set up your page, you can start pinning or re-pinning images to your board and you will have the option of sharing this content with your Twitter and Facebook followers. By adding a Pinterest button on your website, and announcing your Pinterest page on your blog, Facebook and Twitter pages you can raise awareness about new content on all these social media platforms. However, you should make sure your Pinterest board isn’t too focused on self-promotion, as it is not supposed to be used for aggressive marketing; it is a forum for sharing, interaction and discussion. Be sure to set goals and a social media strategy for your Pinterst page. You might wish to share visuals providing information about your organization and upcoming events, feature educational infographics and photos which reveal your workplace culture or simply promote the organizations other social media networks. As with all social media sites, the more you use it the more comfortable and skilled you will become, and by carefully monitoring the page you will be able to see what content is the most successful and make adjustments.

MAKING SENSE OF SOCIAL MEDIA 30 PINTEREST BEST PRACTICES: • Use tags This will make it more likely that your content will be re-pinned, which translates into increased exposure for your brand. • Pin at least once a day As with all social media sites, using them often is the only way to really benefit from them. • Don’t just pin your product photos Pinning inspiring photos that align with your brand will provide varied, attractive content and emphasize your brand’s message. • Don’t stop after pinning Remember to engage with your community by re-pinning or following interesting people who are potential customers.

MAKING SENSE OF SOCIAL MEDIA 31 Companies often forget about Google+ and often just go on Facebook to share information. It is a pity because Google+ has a lot of advantages which are maybe not obvious at first glance. It is important to remember that Google+ is a Google product, so users get notifications sent directly to their Gmail accounts. As Gmail now has 425 million active users, this is a huge audience for you. Google also says that Google+ influences your SEO. Link your Google+ page and your website! It gives Google information they can use to determine the relevancy of your site for a user query in a Google web search. You can read how to start Google+ for a business on their special website http://www. Google+ has a number of great features, the best of which is probably Communities. Communities connect people with the same interests so you can share information about your brand or product with relevant people, see their conversations and engage with them. Here is a list of some recommended communities for your sector: Renewable Energy Energy efficiency Heating, Cooling & Plumbing Tips You can also create your own community, which gives you a lot of flexibility in terms of how you contact people, approve posts, etc. There are many possibilities with Google+. THE POWER OF GOOGLE+

MAKING SENSE OF SOCIAL MEDIA 32 MORE DIGIMIND EBOOKS Your Guide to Social Media Success white-papers/your-guide-to-social- media-success/ How to conduct competitor analysis white-papers/how-to-conduct-a- competitor-analysis/ 10 Myths About Online Reputation social-media/myths-about-online- reputation/ Read our latest analyses and articles on our blog:

MAKING SENSE OF SOCIAL MEDIA 33 CONTRIBUTORS Katerina Malinova Katerina is a Community Manager in Digimind’s Paris office. She manages social networks, designs marketing materials and prepares marketing strategies. Diana Kilner Diana is a member of the marketing team in Digimind’s Paris office. She is an experienced digital marketer and writes extensively on social media.

MAKING SENSE OF SOCIAL MEDIA 34 ABOUT Digimind Digimind is a leading global social media monitoring and competitive intelligence company that provides businesses with unrivaled insights into their true standing in the market. Digimind’s proven intelligence technology has provided Fortune 500 brands around the world with critical information for their business for more than 15 years. Profitable since its founding, Digimind has a 92 percent customer retention rate and more than 100 employees across offices in North America, Europe, Asia, and Africa. For more information, please visit Digimind at Digimind Services Digimind’s experienced consultants and analysts form the backbone of our Services Team, which helps our customers implement and succeed in their digital strategy. We provide a wide range of services, from working with you to build your digital strategy to providing fully outsourced analysis and reporting services. This publication has been prepared for general guidance on matters of interest only, and does not constitute professional advice. You should not act upon the information contained in this publication without obtaining specific professional advice. No representation or warranty (express or implied) is given as to the accuracy or completeness of the information contained in this publication, and, to the extent permitted by law, Digimind does not accept or assume any liability, responsibility or duty of care for any consequences of you or anyone else acting, or refraining to act, in reliance on the information contained in this publication or for any decision based on it.

MAKING SENSE OF SOCIAL MEDIA 35 So you’ve set up your social media strategy. Now what? Now you’ve got to monitor, analyze, measure, and engage with your audience. To succeed in today’s increasingly social and digital world, you need to understand what your customers want and what they’re saying about you. You need to know the competitive landscape, anticipate competitor moves, and engage with your audience. All of these conversations are happening on social media, and you need a tool to help you make sense of it all. Digimind Social is a next generation social media monitoring tool that allows you to: Understand what your customers want Measure the impact and ROI of digital marketing campaigns Monitor and manage the reputation of your brand Perform real-time, multi-faceted, multi-level analyses Compare your brands and benchmark against competitors Automatically generate customized reports in seconds … and much, much more! MAKING SENSE OF SOCIAL MEDIA


MAKING SENSE OF SOCIAL MEDIA 37 CONTACT DIGIMIND To have a deeper conversation, please contact: EUROPE Daniel HOUSE UK +44 7730 372 913 @DannyHouseCI Bonnie BAILLY FRANCE +33 (0) 1 75 43 44 28 @bonniebailly Cassandra KRAUSE GERMANY +33 (0) 1 75 43 91 45 cassandra.krause@digimind. com @CassandraDigi Adam NORS SWEDEN +33 (0) 1 75 43 08 45 @adam_nors AMERICA Chris HOTE BOSTON +1 617 943 8564 @chrishote MIDDLE EAST AFRICA Ichraq OUBRAHEM MORROCO +33 01 75 43 03 45 ichraq.oubrahem@digimind. com ASIA Stephen DALE SINGAPORE @stephendale81 Olivier GIRARD SINGAPORE @OliverGirard

MAKING SENSE OF SOCIAL MEDIA 38 REFERENCES 1 STELZNER, M. A. (2013, 5). Viewed on 10 2, 2013, on2013 SOCIAL MEDIA MARKETING INDUSTRY REPORT : SocialMediaMarketingIndustryReport2013.pdf 2 Brenner, J. (2013, 8 5). Social Networking (full detail). Viewed on 9 5, 2013, onPew Internet: http:// 3 Cohen, H. (2012, 9 2). How To Plan Your Blog. Viewed on 10 26, 2013, on 4 SMITH, C. (2013, 8 30). Twitter And Pinterest Account For Nearly Half Of Social Commerce Sales. Viewed on 10 22, 2013, onBusiness Insider: are-half-of-social-commerce-2013 5 Bullas, J. (2013, 6 21). 4 Awesome Types of Successful Twitter Contests. Viewed on 11 1, 2013, onhttp:// 6 Bullas, J. (2012, 5 14). 21 Awesome Social Media Facts, Figures and Statistics for 2013. Viewed on 11 1, 2013, on 7 Youtube Press, Statistics. (2013). Viewed on 10 10, 2013, press/statistics.html 8 Twitter Statistics. (2013, 7 5). Viewed on 10 15, 2013, onStatistic Brain: twitter-statistics/ 9 Wesson, M. (2012, 4 18). Reasons B2B Can’t Ignore Google+. Viewed on 10 15, 2013, onSalesforce Pardot:

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