As Google continues to integrate a variety of their products one of their focuses has been on the transition over to Google+ Places. With the latest Google Maps update there is an argument that Google Maps along with Apple Maps may have doomed the GPS market because you can get the same (or even better) directions from your phone.
So with the increase in the adoption of people using their apps for directions more and more people are starting to find your Google+ Places listing. With the expansion of the content available on these pages users will be able to decide whether or not to visit or buy from you based on what other people have said within the reviews.
Wouldn’t it be great if you could monitor those reviews and respond directly to them? Well, you can.
That’s assuming that you have a listing live. Whether you know it or not there may be a listing set up for you already, and if you haven’t you’ll need to go through the process of claiming your listing.
Once your account is set up you’ll be able to go directly to your listing and see what people have been saying about your business in the reviews. Chances are you have a few good ones and a few bad ones. By starting this interaction you not only gain the trust of the customers but Google is then more likely to rank you higher for certain queries. Don’t believe me? The Google rep I talked to about this stated that Google (and more importantly your customers) are looking for the business to interact with the reviewers and let them know their voice has been heard.
In the video below, I have outlined the process you’ll use to respond:
- Log into your Google Places account.
- Go to the listing you’re interested in and then click “See your listing on Google”.
- You’ll then be taken to your listing. From there you can see the different reviews. Below each review there should be a “Respond” link. Click that and post the response to that review.
Pretty simple! Now I’ve had problems where the Respond link doesn’t appear and if that’s so it’s most likely due to a technical glitch on Google’s end. More often than not the link would appear after checking back in within 1-2 weeks.
Have more questions or feedback on how to respond to Google Places reviews? Leave a comment below and I’ll respond.
Prior to today, a handful of rumors circulated about what Facebook was going to deliver at their press conference today. Early reports suggested that Facebook would be launching a RSS Feed. While that could never replace Google Reader (I’m still mourning and it’s not even July 1!), it was a possibility for those of us who still aren’t content with the alternatives.
Then TechCrunch broke the news that one of their sources said video was coming to Instagram, and sure enough, just a few minutes inside the conference, Zuck himself confirmed that the news was about Instagram.
Rather than make you read this whole article for the details, I’m going to give you the overview up front, but encourage you to read on to understand why this is big, why I think this will be bigger than Vine, and potential ways brands and marketers can implement this new development from day one.
The Basics of the New Instagram with Video
- Shoot up to 15 seconds of video – balanced to allow for creativity with the beauty of brevity
- Edit by clip if you wish
- Simple UX with a video icon in addition to photo
- Launch ready for iPhone and Android day one (with a caveat)
- 13 unique and incredible filters created just for the video lens
- Filters are overlaid as a preview so you can try them on for size before you commit
- Instead of showing the default first frame, users can choose their starting frame to entice interaction
- Captions and hashtags remain unchanged
- Cinema, a video stabilization feature is available, but only for iPhone users at this time (because iPhone has largely fallen short in capability here)
Why Instagram? Why is this Big?
Unless you’ve been living under a rock, you’ve known that social media is all visual, visual, visual. In fact, in the last two and a half years, Instagram has grown to:
- 16 billion photos have been shared on Instagram, “That’s a lot of pictures of coffee”
- More than 1 BILLION likes every day
- 130 million users every single month sharing the world in real time
We are obsessed with sharing our lives in the medium that replaces one thousand words. Or, to quote Instagram co-founder Kevin Systrom, “that’s a lot of photos of coffee.”
Why Video on Instagram? What About Vine?
Despite the launch and Twitter acquisition of Vine earlier this year, Systrom insisted that the video portion of Instagram actually started at the same time as the initial launch of everyone’s favorite photo-sharing app. Prior to launching Instagram, the app was going to be called Bourbon, allowing users to share via their choice of video or photo right from the start. Technology, however, wasn’t up to what the Instagram co-founders needed to bring their vision to fruition. It wasn’t capable of producing photos and videos, easily editable and beautiful, in a simple and speedy fashion. So they tabled their video concept and focused on creating the ultimate photo-sharing experience.
It’s difficult to argue that they made the wrong move. Fast forward two years and being snatched up by Facebook and the duo is launching mobile video the right way, not the fast way. Vine, for it’s launch, only rolled out to iPhone users and took it’s sweet ole time coming its way to those of us who prefer and embrace Android. It’s the primary reason I have scarcely even played with Vine; in 2011, launching for iPhone first and only was acceptable, but Android has consistently battled iOS for the top spot in the U.S. (and dominates worldwide) for far too long these days.
Marketers have been slow-ish to adopt Vine, at least when compared to the adoption rates for other social platforms. In fact, it’s almost difficult to find a brand that doesn’t have an Instagram account. Further, while user adoption of Vine has been steady, it is almost certain that the announcement from Instagram (Facebook) is a pretty significant hit to Vine (Twitter). Some tech press have been saying that video on Instagram is a “Vine killer,” but I am hesitant to take it that far.
Marketers and Instagram Video
If my Twitter stream has anything to say about it, and I follow almost exclusively social media and digital marketing sources, this is perhaps one of the biggest announcements to change the game in a very long time. There are still rumors swirling around how Facebook will launch video ads, and the skeptic in me can’t help but wonder if all the glorious video data from the new Instagram app will indeed help them iron out their process. By the same token, though the creative uses are just about infinite:
- Contests (I’ve already written down at LEAST ten ideas)
- 15-second brand sponsored film festivals
- Day in the life or behind the scenes of the best people int he biggest brands
- YouTube playlists of videos from fans
- Micro how-tos or customer service quick solutions
- Sneak peeks
How will you use the new Instagram? Sound off in the comments!
I’m not shy when it comes to listing off my pet peeves in our industry. Up until this point, I’ve done a lot of writing or sounding off about the word “engagement,” but today I’m going to talk about what I like to call “the Golden Excuse.” The Golden Excuse is when mid-level social media and digital marketing professionals say something like “The C-Suite just doesn’t see the value, so…” It’s a convenient way to not argue for more spending and to be lazy about finally nailing social media ROI.
I’m not saying that the lack of knowledge in the C-Suite isn’t a valid point. After all, a recent survey by DHR International pointed out that 60% of executives would use social media more if they better understood its benefits. But c’mon, we’re marketers! It’s our job to take information and make it easily digestible by virtually anyone! The problem here isn’t that the C-Suite isn’t capable of understanding, the problem is that we’re not speaking their language.
So why do we have this constant struggle selling social to the C-Suite? I’d love to hear your answers below, but I’m going to throw out a few reasons in this blog post, along with some solutions.
Problem: You’re Not Tying Social Media Tactics to the Larger Strategy
If you’ve been in my audience at industry conferences, you’ve heard me say time and time again that social media channels in and of themselves are not strategies, they’re tactics. What you do in those channels needs to be tied to your big-picture strategic goals. If you do not have an editorial calendar, make one. Thoughtfully plan out your content, when to post, and what audience you’d like to reach. This isn’t 2009, where just having a Facebook page and saying “thanks” is considered social media strategy.
You cannot set about proving social media ROI until you have tied the social media initiatives to a bigger piece of the strategy.
Problem: You’re Not Sure How to Prove ROI
Once you’ve tied the social media tactics to the bigger picture, you can use data to prove your point. Numbers do not lie and the C-Suite loves numbers. Use Facebook Insights to find the stats that sell your point. Also remember that social media data isn’t the only data that sells. You MUST become intimately familiar with your website analytics software, not just your social analytics package. Here are some of my favorite data points that often translate well at the executive level:
- Traffic to the website – Use channel-specific UTM tags where needed in URLs to track which social channels provide the most referrals
- Time spent on site – Are visitors from social channels spending more time on site? Which site is best? For example, Google+ visitors to my personal website spend nearly 13x the amount of time as Facebook visitors, and G+ users visit more pages, too. What can you learn from those numbers?
- Social Goals – Google Analytics has a great way to track social conversions. Learn it. Use it. Love it.
- Negative Feedback Daily – This is a tab in Facebook Insights that shows how many people choose to “hide” one status update or “hide all” status updates. Look at what you posted on the highest-hiding days. Was it a marketing push message? Probably.
- Facebook Power Editor – Not sure there is an audience for your Facebook posts? FALSE. There is always an audience and you can target the hell out of them in Facebook with content syndication.
The data and the numbers exist – you just have to be willing to figure out what is meaningful for your brand and your business and start tracking it with laser focus. Don’t be afraid to use a CEO’s known ticks to your advantage. If she is all about traffic to the website, then make your data support how social drives traffic to your site. She likes a particular product on your e-comm site? Show how you’re promoting it via social channels and how much consumers love/hate it.
Problem: You Don’t Think Like a C-Suiter
You think like a marketer. Marketers love to talk. The C-Suite doesn’t have time for our drivel, so we need to stop communicating like marketers and start communicating like C-Suiters. Further, per the same study referenced above, 50% of executives would use social media more if they had a better experience with social tools, and 60% only use social media sites less than one hour per week.
What would you want to know if you only used social media 60 minutes or less per week or fewer than 10 minutes a day? Think about how you Tweet – make your case in 140 characters or less – “68% of our 10,000 Facebook Fans Want More Cowbell,” or whatever it is you’re selling. ”Victory: 175k New Visits to Our Website from this Facebook Post.”
Entice them. Make it easy. Give them nuggets that speak to your bottom line or your top three goals as a company this year. Simplify social and do the work for them. Just like your content marketing needs to grab customers, your social needs to grab the C-Suite’s attention. You might not get weekly visits in the president’s office immediately, but like any type of learning, the cycle starts with repeated exposure. Continually feed them reasons to take notice of you and your work and watch the magic happen.
A couple of weeks ago, I had the pleasure of speaking to the attendees of Digital Summit, which took place here in my home area of Atlanta. One of the joys of presenting my ideas at various places is reading all of audience feedback on Twitter afterward. Every audience is different and every time I speak, I make a valiant attempt to cater to their specific needs. Yet I am never sure just what will resonate the most. In this case, there were dozens of tweets of me saying “Social media is not 100% of one person’s job. It’s 1% of everyone’s job.”
There are several reasons I like to talk about this concept within the context of creating more conversations between your audience and your brand. Social media is a very sexy space for businesses. As such, it’s not uncommon for different departments to fight over where it should live within the organization. I’ve seen marketing teams throw down against communications teams and it’s like watching a toddler having his favorite toy stolen out of the sandbox. This kind of mentality stunts your social media growth and creates silos that keep you from creating original and thoughtful content.
The reason I feel compelled to discuss this point is that as a social media marketer, I’ve become more than disenchanted with the various social media efforts from some of my favorite brands. The content doesn’t tell a story and does little to inspire me. Sometimes it’s far too repetitive in nature or a regurgitation of whatever the hot meme or topic is at the moment. It’s tiresome, and wouldn’t you rather be the business that sets the trends rather than the one that follows them?
While it might be important for one department to “own” the social media business, it is far more important that the department be invested in creating a welcoming and collaborative process that includes a variety of practice areas within your organization. After all, the success of your company isn’t due to the success of just one department – it’s the result of hard work and contributions from every department.
One of my suggestions is to create a social media work group with people from all areas of the company. Some of the best ideas I’ve ever heard come from customer service representatives (the original community managers!) and supply chain leaders. These aren’t groups that you’d typically tap for a Facebook post, but they have amazing ideas. There’s a reason we all had to struggle through group project assignments throughout our school days. Collaboration is valuable!
Have your work group meet once a month to talk about different ideas for the coming quarter. With a diverse group of people (who all happen to personally interact with a diverse portfolio of brands in social media), you’ll end up with a wealth of ideas and a sparkling new approach to content marketing, especially in social. Some of the best ideas I’ve seen in action?
- A HR rep on video talking about what it takes to work at one of my favorite companies and how to stand out as a candidate
- Videos and photos capitalizing on our curiosity to see how some of our favorite products are made, featuring the real-lift assembly line workers, not flashy on-camera people
- A customer service representative doing a live FAQ Hangout to explain why a solution takes a day to complete
- A video showcasing how the ingredients from a popular food product get from the farm to my table, with the head of the supply chain leading the way
- A landscaping professional at my favorite eco-brand giving gardening tips that save water and effort
- Get leadership involved – a video from the president of the company showing off the latest volunteer work completed by employees
- A “day in the life” snapshot of staff for things like “Nurses Appreciation Week” or other holidays that celebrate staff
This type of content works because it tells a story and creates a human connection to your brand. But to do it, you have to first be willing to create that same connection, sans all the competition, inside your own walls.
I loathe the word “engagement” as it is used in the social media world. As I said at both SMX and PubCon earlier this year, “engagement is the new ‘synergy’.” It’s obnoxious. It’s a buzzword. It’s annoying to hear. It’s even more annoying to say. The other thing about engagement? It’s likely affecting your social media strategy and you don’t even know it.
The last two times I’ve been a part of the SMX conferences, I’ve spoken about this very thing and the response has been incredible. The point I am trying to make is that getting your audience to interact with your brand is a wonderful thing – if you do it right. But many brands are getting it very, very, wrong and in doing so, are tainting the valuable (free) data they receive about their audience from Facebook.
Facebook marketing is a relevant tactic in social media marketing campaigns when it provides value to the consumer as well as the brand. Take a second, re-read that sentence, and then proceed. The brands that play in the Facebook space well are the ones who understand this core concept. They realize that by creating content that elicits interaction from one of the most qualified samples of their audience available (and free!), they can make powerful decisions with regard to whether or not a product should go to market, A/B testing on marketing said product, crowdsource ideas for future products or promotions, et al.
So many brands, however, throw anything up on the wall to get comments or feedback without even thinking about how they are tainting their own data pool. Some of my favorite and most beloved brands as a consumer have fallen into this trap and it breaks my social media-loving heart. I’ve recently discovered the most awesome Facebook page known to man. Sift through some of the examples below and see if you’re making any of the same mistakes.
Last month I was pleased to be a part of SMX West, a digital marketing conference hosted by the fine folks of Third Door Media, Search Engine Land and Marketing Land. This time around, I had the pleasure of participating in two panels. The first centered around tactics to supercharge Facebook engagement and Twitter reach, one of my favorite topics about which to speak. The second panel, however, was something new at SMX, and something so well received by the audience that I cannot imagine the conference organizers won’t continue include the session going forward.
The panel comprised of nine speakers from various panels from throughout the conference, all of us instructed to pull out five minutes of key takeaways and present them in rapid succession. It was truly a pleasure to present with so many amazing industry icons like Marty Weintrab of aimClear and Jennita from SEOMoz, not to mention my favorite authority on Google+, Mark Traphagen from Virante!
The result was an info-packed 45 minutes followed by some great Q&A by the crowd. That is exactly why I love SMX conferences – the panels are comprised of amazing thought leadership that can help you grow your business and make high-impact changes to your digital strategy, but the people in the audience are highly invested in talking with you, too.
Yesterday, SMX released the video snippet of my five minute presentation. We hope you enjoy it, and I’d love to hear your comments and questions!