Social media strategies can be kept simple and still be effective. A
couple stories today reminded me of the 3 most simple components of a
winning social media strategy.
1. Listen
Kansas City International Airport (MCI/KCI) has a simple approach to social. In an effort to keep passengers happily arriving and departing, they put their ear to the ground. Acting as the air traffic controller of the social web, KCI actively listens for requests for help, moments of panic and distress, and general questions they can help with.
2. Personalize
Personality from a brand can make them memorable and comfortable when the person behind the handle is warm and inviting. Southwest Airlines is one example of many brands who personalize social media responses with initials or clear indicators of the person behind the words.
Personalization is more than allowing the personalities of your social media team to shine. Getting personal on occasion by being creative in your listening by tailoring your responses to individuals will not only get their attention, but improve chances of keeping it. If you scanned through my Twitter feedor read my bio, you might learn I have cats and love Montreal. I’d be impressed by any brand that asked me about this things and wanted to take the time to ‘know me’.
3. Assist
Simply hearing about someone’s search for the perfect cup of coffee, or their daughter’s missing teddy bear is merely an interesting story to if there is no action taken. KCI hears cries for help and puts passengers in touch with their respective airlines or helps pass the time when inevitable delays put a damper on their travels.
Seriously, after reading this, I would be happy to be stranded unintentionally at KCI in hopes to play a game of photo safari! It is the littlest gestures that can delight travelers and remind us that real people are at work to make our experiences more enjoyable.
By: Jenn Seeley
http://www.radian6.com/
1. Listen
Kansas City International Airport (MCI/KCI) has a simple approach to social. In an effort to keep passengers happily arriving and departing, they put their ear to the ground. Acting as the air traffic controller of the social web, KCI actively listens for requests for help, moments of panic and distress, and general questions they can help with.
2. Personalize
Personality from a brand can make them memorable and comfortable when the person behind the handle is warm and inviting. Southwest Airlines is one example of many brands who personalize social media responses with initials or clear indicators of the person behind the words.
Personalization is more than allowing the personalities of your social media team to shine. Getting personal on occasion by being creative in your listening by tailoring your responses to individuals will not only get their attention, but improve chances of keeping it. If you scanned through my Twitter feedor read my bio, you might learn I have cats and love Montreal. I’d be impressed by any brand that asked me about this things and wanted to take the time to ‘know me’.
3. Assist
Simply hearing about someone’s search for the perfect cup of coffee, or their daughter’s missing teddy bear is merely an interesting story to if there is no action taken. KCI hears cries for help and puts passengers in touch with their respective airlines or helps pass the time when inevitable delays put a damper on their travels.
Seriously, after reading this, I would be happy to be stranded unintentionally at KCI in hopes to play a game of photo safari! It is the littlest gestures that can delight travelers and remind us that real people are at work to make our experiences more enjoyable.
By: Jenn Seeley
http://www.radian6.com/
Δεν υπάρχουν σχόλια:
Δημοσίευση σχολίου