Yoda and Batman have big ears and superman has the ability to listen through walls – Learn from them
Why haven’t we thought about it before? All super heroes we know have the super power of true listening and as a result have the ability to save the world! So since we do have ears by default and hearts then combine both together and there you go; you have the secret weapon of “TRUE LISTENING”!
At this age and time customers gain control over brands; they are able to turn you into a frog or prince whenever they wish. By all means you have no choice but to stand in front of this magical power of social media channels use the power of dialogue!
Establishing dialogue plays a vital role in marketing your brand, managing and maintaining brand reputation and expanding your reach.
Steps to join the Dialogue:
- L —- I —-S—-T—–E—-N
- Genuinely indulge in the process of creating dialogue based content
- Be yourself! Be Human
- Close all the loops
- Give personal attention to user regardless if he is a customer or not
- Make it part of your daily routine
I have spoken about listening in the beginning and this is where the dialogue process begins. Indulging in the process allows you to be focused and able to captivate the user through cultivated content leading to a genuine experience. Real indulgence will result in a lasting relationships with your customers, and attracting prospects. This indulgence process is exactly what the customer expects these days, they are no longer satisfied with a greeting from your floor staff, and a “thank you come again note” from your cashier staff, the customer is expecting long and lasting relationship with the brand allowing him/her to connect to you farther than the sales transaction.
Be yourself, it’s very easy to spot a fake and you know that! So why embarrass yourself! The days of polished marketing messages are over, it’s now the time to reveal the mask and speak from heart to heart!
Closing the loops comes easy when you are both true to yourself and giving personal attention to the dialogue in action, so never leave a comment not responded to, or a question not answered or a good mention of your brand not thanked and of course do not leave a negative feedback unattended too and fixed!
Social web must become part of your daily routine just as emails are! Remember if you chose to be on social web that’s it! No chance to leave or disappear! You got to keep going and growing. To manage the multi channels and monitor your channels use the available tools on the web and be proactive about it, I’ll mention few but there are more of course: HootSuite, Social Mention, Scoutlabs. You got to spot the sentiment of the dialogue and jump in when you need to.
Remember that Social Web is an emotional ecosystem show the human side of your brand and enjoy the process. So it’s all about being human, genuine and showing true emotions.