Build it and they will come? Most of the time, it’s not that easy.
We can’t all be Starbucks or Disney. We can’t all gather a half-million Facebook fans in a week, or a hundred thousand Twitter followers in a month. It’s a simple fact that a large number of lesser-known companies live in industries where Social Media adoption is lagging behind, and those companies are going to have to work extra-hard to uncover the opportunities for engagement. However, if these companies look hard enough, they’ll find that there ARE people talking about their brands. There ARE people talking about their products. There ARE people who WILL engage with them. It just take a little hunting to find them.
Now, you’ll notice the title of this article is ‘Hunting for ENGAGEMENT’, not ‘Hunting for Sales’. This approach will NOT work if all you want to do is blast sales messages. Engagement and interaction is the key to being a superstar in social media communications. So, with that in mind, let us continue.
The first step, aside from starting to Tweet in the first place, is to scour Twitter for any mentions of your brand name, product types, competitors, industry organizations, and any other keywords that relate to your business. The easiest, most effective way to do this is to utilize the multitude of free alert services and advanced ‘Twitter’ search sites that exist. These can help you uncover any Tweet that gets posted on any number of topics with any combination of terms and keywords.
Some of the best tools I’ve found are:
Advanced Twitter Search – http://search.twitter.com/advanced
• Search Twitter using extremely detailed search criteria, including exact phrases, language, with links or without, positive or negative attitude, and more.
TweetAlarm – http://www.tweetalarm.com/
• Like Google Alerts, but for Twitter. Sends email reports to you of any mention of any number of keywords, and allows you to exclude Tweets from certain users (like yourself). Get real-time, daily, or weekly reports.
Who’s Talkin’ – http://www.whostalkin.com/
• Social Media search engine that examines multiple sources for any and all mentions of a specific keyword. Sources include Google Blog Search, Twitter, WordPress, and more.
SocialMention – http://www.socialmention.com/
• Similar to Who’s Talkin – Allows you to drill down further and look at comments, images, news, etc, and provides positive/negative sentiment indicators. Also provides detailed metrics on the mentions it finds.
Example of SocialMention search results:
Ok, so now you’ve found a handful of people talking about your product. What do you do next? It’s a very simple 3-step process:
1 – Follow them – This is essential to creating a sense of appreciation and goodwill to them, letting them know that you’re not just spamming. Also, adding them to a custom list would be a good thing as well.
2 – Respond to them – Not just an @ message with a canned ‘check us out!’ response, but an actual reply to their message. Did they post a link to a photo? Say it was cool, or better yet, RT it with a personal message. Did they have an issue with their product? Offer help on their specific problem. Don’t just say ‘call us at 1-800-BLA-BLAH.
3 – Follow-up – Do they respond back to you? Then respond back again. Always be the last one to respond. This way you always leave the ball in their court, and if they have any other desire to talk with you, they will.
The point is this: If your company exists in a very specific industry, or a very niche market, it may not be common knowledge among your customers that they can get help/knowledge/information through Social Media channels. They may only use it for personal reasons, oblivious to the fact that there is a wealth of knowledge and interaction that you can provide to them.
By actively finding THEM, instead of waiting for them to find YOU, you’re kick-starting your community in a very positive way. You’re letting them know that you’re listening, that you care about what they have to say, and that you really want to help.