Logo
BodyBGTop
Get Social and You’ll Sleep Better
Improve the customer experience with a content-rich, social-driven site.
Posted Jan 11, 2010
Page 1



As a product guy at a company focused on marketers, I frequently find myself speaking with customers about what keeps them up at night. More than anything, they tell us that they are challenged by:

  • responding to never-ending demands to drive more traffic to their sites;
  • mastering an increasingly search-driven world; and
  • creating a destination that keeps consumers engaged.

From my vantage point, I also get to see what smart organizations are doing to overcome these challenges. Based on what I've gleaned from these successes, this is the advice that I pass on:

Build your audience by providing valuable content.  

Publish useful, informative content that is associated with your brand and you will absolutely increase traffic. You will also give members of your natural audience a new opportunity to engage with your site. And by the way, if you are sensitive to what your audience is searching for on the Web, and you increase the volume of content on your site that is search-friendly, organic search will drive new unique visitors to you.

Engage your audience in a social experience.  

Engaging users via social media features helps you hang onto new site visitors, and gives them a reason to make your destination part of their daily routine. Today's brands can increase customer engagement and transform core digital assets into social experiences in three ways:

  • Create "sticky" applications that your visitors can't get anywhere else. Stickiness is the key to getting them to come back to your site on a regular basis.
  • Make your entire site social by deploying user profiles, blogs, groups, and other interactive features that encourage your visitors to engage in the passion inherent in your brand and share that passion with each other.
  • Leverage the broader social Web. Integrate your site with Facebook, Twitter, Yahoo!, LinkedIn and other destinations, so that your most loyal audience members can talk about their great social experience with their real friends. Make it easy for them to invite their real friends back to your destination. Move the brand-relevant conversations that are taking place on your site out to the social Web. Your customers are, after all, your best marketers.

Scion, a car company wholly owned by Toyota, is a great example of a brand that is building a loyal online audience by delivering an experience that users can't get anywhere else. Scion owners — a technologically savvy, 20-something market are passionate about their cars. Scion is capturing and channeling that passion online by becoming fluent in the online language of its audience and by transforming its enthusiasts into experts.

ScionOwners.com has cleverly restricted admission to the site to people with Scion VIN's, which reinforces the sense of exclusivity already shared by the community. Inside this populous, private space Scion has created a personalized online destination where car owners can share ideas, get tips on proper maintenance and customization opportunities, and otherwise celebrate the brand and communicate with other like-minded car owners. The community makes it easy for owners to coordinate events, make comments, hold discussions, and start conversations with other owners nationwide. In turn, Scion's product development and marketing teams get a front-row seat to a 24/7 Scion show that stars their most engaged and outspoken customers.

Here are the lessons Scion exemplifies, even if your company doesn't sell cars:

  • take a broad perspective on the potential power of your online destinations;
  • build and maintain a content-rich site;
  • work with your best customers to create a vibrant online community that taps into the passion inherent in your brand and your core audience; and
  • allow that passion to spread to the larger social Web.

Do these things and you will not have any problems getting to sleep at night.

About the Author

Gabe Dennison (gabe.dennison@pluck.com) is the product marketing manager at Pluck Enterprise, a Demand Media company. As product marketing manager for Pluck, Dennison oversees product marketing and has worked to move Pluck into multiple new markets within the social media industry. Since joining Pluck in 2007, he has helped the company expand its network of customer sites from approximately 100 media company sites to over 400 leading media, retail, and brand sites.

Please note that the Viewpoints listed in CRM magazine and appearing on destinationCRM.com represent the perspective of the authors, and not necessarily those of the magazine or its editors. You may leave a public comment regarding this article by clicking on "Comments" at the top.
To contact the editors, please email 
editor@destinationCRM.com
To subscribe to CRM magazine, please visit 
http://www.destinationCRM.com/subscribe/
If you would like to submit a Viewpoint for consideration on a topic related to customer relationship management, please email 
viewpoints@destinationCRM.com.

For the rest of the January 2010 issue of CRM magazine please click here.

Page 1
To contact the editors, please email editor@destinationCRM.com
Every month, CRM magazine covers the customer relationship management industry and beyond. To subscribe, please visit http://www.destinationCRM.com/subscribe/.
Learn more about the companies mentioned in this article in the destinationCRM Buyer's Guide:
{0}
Related Articles
Analytical tools help marketers derive intelligence from what customers are already making publicly available.
Web 2.0 Expo '09: Social media thought leaders Charlene Li, Jeremiah Owyang, and Peter Kim discuss the barriers to social media marketing, and how to encounter them without going "over capacity."
A recent study affirms that what's cool isn't necessarily what's selling -- or what's helping your company sell more.
Social media has only just taken off, says Forrester analyst Jeremiah Owyang -- and his "Future of the Social Web" report says social networks and marketers will have to change their strategies. "Bad things will happen," he says.
Merging social media monitoring with content management, the solution aims to help marketers find meaning and take action.
Internet Week '09: Brand Exposure event shows companies how to join the conversation.
CRM magazine's Social Media Maturity Model, the launching pad for a discussion of the next five years of social media.
The marketing automation provider brings social media monitoring onto its platform.
The old techniques meet the new technology.
Because it's going on all around you, and your customers are talking.
Info-Tech Research Group evaluates the incumbent players and outlines opportunities surrounding the convergence of CRM and social media.
 
Search
Popular Articles
 

BodyBGRight
Home | Get CRM Magazine | CRM eWeekly | CRM Topic Centers | CRM Industry Solutions | CRM News | Viewpoints | Web Events | Events Calendar
DestinationCRM.com RSS Feeds RSS Feeds | About destinationCRM | Advertise | Getting Covered | Report Problems | Contact Us