Adding the ‘human’ factor to your business

Alice Elliott

One of the changes that digital marketing is making on businesses in the second decade of the 21st century is enabling them to emphasise their human element. After all, at the end of the day, it’s important to remember that people buy from people, and not necessarily from corporations or even brands.

Therefore businesses should not lose sight of the people who are an integral part of the organisation, eg the stakeholders (in the broadest sense), which includes the owners, staff, customers, suppliers, media and maybe more, depending on the size and nature of the business.

By promoting this ‘people power’ through social media, which includes blogging, it’s important to remember the communication factors that have created this social revolution. Social media is ‘social’, it thrives in conversations, comments, feedback, real-time responses, immediate interaction with the people who matter: past, present and prospective customers.

Therefore it’s imperative that customers realise there is a human element behind the scenes. Real twitterers who respond to tweets about their business, ask a question or present a statement that is relevant to the organisation. Real bloggers who respond to comments and feedback as soon as they are posted, or write a relevant and value added post to answer a scenario brought up yesterday, or even hours ago.

We live in a world of ‘now’, real-time slipping through out fingers, yesterday’s news that actually happened only minutes ago, culturing a mentality of immediate responses, lack of patience and prompt reactions. It requires real people to adapt to these stimulae, react and respond to the matter at hand – and most important of all, to provide the ‘human’ side that determines them from robots and technology.

Only humans can gossip, taunt, laugh, joke, ask pertinent questions, quip, create puns, offer on the spot advice, commiserate, empathise, understand, comprehend, respond effectively to difficult questions, see a point of view, make us laugh, go out of their way to find the answer – and much more.

So don’t be embarrassed to be ‘human’ when you write your posts, send your tweets and respond to a Facebook tag. This doesn’t mean losing your cool or revealing anything unsuitable about yourself (unless it’s relevant), but it does mean talking about your mistakes as much as your successes, facing your foibles as much as promoting your expertise, telling a story as well as relating a case study, expressing happiness as well as reporting business news.

And the more your customers sense how ordinary your business is, not just a faceless corporation with oversea call centres and uninterested managers who only tow the party line, the more likely they feel they could get real value, good customer service and a real feel of ‘completeness’ when buying from you.

© Alice Elliott 2011

How can small businesses benefit from social media?

Alice Elliott

Yesterday I gave a talk about social networking to a group of home businesses. I see this kind of business as embryonic enterprises for the future, as you never know which one will become hugely successful, and they also are very good at word of mouth referrals if they like what they hear!

I concentrated on the main four: Blogging, LinkedIn, Twitter and Facebook. If anyone wants to see the PowerPoint Presentation I used during my talk, you’ll have to connect with me on LinkedIn to view it on my profile page!

Blogging is always first, as to me that is the most important. Ideally it should be treated as the hub of your business, a medium of expression and social interaction, an extension to your website that can be regularly updated, making it attractive to the search engines and feedable to other social networking sites. New material is fed to and from it, links transport spider activity from fully stocked blogrolls and overflowing comment boxes, and tags and categories stimulate searchable reactions and a researcher’s dream. Subscribers wait with bated breath for your next contribution, and Twitter transports your humble post to an unconceivable audience.

LinkedIn gives us order in the social networking world – you know where you stand and there is no nonsense to cloud the issue. Your CV-like profile could easily be scrutinised by prospective employers and even headhunters. Gather as many recommendations (and give back in return) to boost up your credibility. Explore the social scene through its Groups and use the Questions section to aid research to expand your business or solve a problem, and the Answers to spread your expertise while helping others – remember best answers are shown on your signature!

Twitter should be treated for what it is, instant messaging to a large audience. It is purely social (selling is not tolerated) and provides access to a huge amount of people you wouldn’t normally be able to meet. Use it to keep your ear to the ground – what are people saying about you? Are your tweets valuable enough to share? What is your competition up to? What has the person you most admire said recently? Are there any happy or disgruntled customers to respond to? What questions can you put into the Twittersphere to get almost immediate answers? What links can you glean to direct you to websites and blogs in your industry so you can learn more? OK, there’s plenty of silly antics going on, but light-relief is sometimes a good thing, and relaxed networking can gain you good contacts, especially if you have the same sense of humour!

And last but not least, Facebook. Seen as a purely social, this networking medium can be adapted for business purposes. OK, it’s great for keeping an eye on your kids while they’re travelling, catching up with your sister’s family in Australia and sharing your latest photos, (not mentioning sheep throwing and the like), but your personal profile is vital if you want to extend your Facebook uses further. Without it you cannot create group and fan pages, which can act like mini-websites or blogs that are totally searchable in one of the biggest websites on the net. Paste up your latest information in all forms of media, brainstorm some sessions, feed blog posts and answer comments and requests from your ‘fans’, while updating your status updates automatically appear on Twitter (careful what you say!). Treat it as an extension of your website and blog all over again…

This is a lot to cope with, and many worried expressions confronted me from the other side of the room as their owners puzzled how they were going to find the time to keep up with all of this. Don’t worry, you don’t need to social network constantly, just consistently. Either set aside specific times to update your profiles, or dip in and out during the day to catch up on what’s going on and pop in your contribution – you’d be amazed how much you’ll achieve! And if you really can’t keep up with it all, hire an online marketing business to do it for you – of course!

The importance of niches for business focus

Alice Elliott

I got a flat tyre last week. After it was duly changed by my husband (he did offer!) I had the task of sourcing a replacement.

There are countless garages that sell tyres. I approached the company that had provided my previous tyres, but found the payment methods online totally unsuitable, inefficient and inflexible (in spite of offering a large discount to pay online), plus they were unable to deliver for two weeks!

Don’t get me started on poor customer service. It was useless ringing up to complain, as the person on the other end of the phone hadn’t got a clue about inadequate shopping cart systems on websites, and neither did they understand about their dire tyre outsource system that could not deliver within a reasonable period of time.

So I turned to the trusty directories to find an alternative. Just Tyres is an outfit I usually overlooked, with no real apparent reason, but this time I gave them a try.

They do exactly what they say on the tin. They supply and fit just tyres. Because they are so focused on one aspect of the market, they were able to efficiently collect payment online, allow us to select the tyre we needed, immediately source said tyre, have it ready for me at my convenience, wait for me to get there through the terrible afternoon traffic, quickly strip the old tyre from the axil, and replace the new tyre at lightening speed.

No fuss, prompt delivery, efficient processes and excellent customer service. There wasn’t anything else to clutter up their performance. Their focus on delivering one product as best as they could in as efficient manner as possible was paramount. Now if their marketing was better they could become the top of their industry, outstripping their competitors through product, process and eventually price, not to mention convenience (a highly neglected factor many businesses choose to ignore).

Excellent service in just one niche will enable you to increase your efficiency, status, expertise, credibility, trustworthiness, relationship with customers, perfect your processes, maintain your reputation – whereas an outfit that offers everything under the sun is bound to suffer, since where is their focus?

Why do businesses need a blog?

Click the fairy for some magical blogging help!

It’s amazing how many businesses don’t have a blog, or if they do, it lies neglected and forgotten. Only recently I helped resuscitate a website by rewriting the copy to bring back the customer focus. One of the links went to something that was called a blog, but hardly resembled one…

It’s great that they had a blog, but it’s certainly not good to misuse it. To them it was a page where reference points were listed, or articles were recorded. Hmm, apart from being very boring, it certainly didn’t encourage visitor interaction, which is what blogs are all about.

Blogs are all about increasing the visibility of your business online. It is an extra place on the web that allows a different and wider audience to find out more about you. It is an extremely flexible medium that enables a business to express themselves outside the rigid format of a brochure website. Within its pages you can show off your expertise, explain areas of your business in either greater detail or in a more sociable and communicative method to encourage visitor response. You are able to let your hair down, take off your tie or kick off your heels, and really show social media what you’re made of.

Now we’re entering the second decade of the millennium, the way business is done online is changing. Social networking is rising, and business practices are taking it on board within their marketing strategies. Gone are the days of stiff presentations, say hello to more social interaction, making way for customer’s and reader’s comments, feedback, suggestions, questions, even their own content. A blog is certainly one method of achieving this, using technology that is improving all the time to increase the easiness of use, friendliness of action and encouragement of participation.

So my next task is to carefully educate this website’s business to start using their blog again, making them understand its true purpose so it can perform effectively. It’s lack of knowledge about social media that result in poor management of online marketing tools, and this blog aims to rectify this as soon as possible. Watch this space…