It's time marketing handover social
There are endless business articles lauding the value of social media and social business strategies for the modern business, but all too frequently the explanation of the value of social is cased very much in terms of brand awareness and pseudo advertising to lots and lots of eyeballs. In fact, the greatest return on investment in social isn’t in brand-oriented activities at all. It’s in lead generation, and other business optimization.
Brand mentions, followers and likes are, for the most part, pretty meaningless. As several recent experiments have shown, Facebook likes are a profoundly unreliable indicator of business value, and share of voice metrics (on twitter for instance) can also be easily ‘gamed’ (by automated systems) to generate either a higher or lower share of conversation on a subject matter.
But social conversations online are a superb space for identifying new leads for business, as well as negotiating solutions for business problems.
In our work with Bupa Australia we have been able to monitor public conversations on social channels about healthy living and transition phases in the lives of potential customers, and to offer advice when individuals have specifically acknowledged they are looking for help. This activity is not designed to grow followers necessarily, and is not measured by engagement ratio or conversation volume. Instead, it’s measured the old-fashioned way – queries and sales. Social channels in this example are being used as tantamount to a retail shop floor; customers have voluntarily appeared in the space and are interested in conducting their own investigations of goods and services. Responding (delicately and diplomatically) to specific queries is a means of empowering the customer rather than turning them away.
There’s no doubt that this warm-leads approach to social has its risks, and can be executed very poorly indeed. When conducted by a traditional PR or advertising professional, it can come across as too “salesy” – buffeting the potential buyer in sales messages that leave them cold. But where it is executed well, the lead generation opportunities for social are profound. Not only can firms access new audiences, but they can do so in a timely, context-specific fashion.
And Bupa is not alone in this socially driven lead generation strategy. There are now many documented strategies and case studies demonstrating that a carefully constructed monitoring an insights strategy can have a very high return on investment indeed. (See: LinkedIn for Lead Gen case, Twitter Lead Gen Cards, IBM social sharing for lead gen case study.)
Then there’s the use of social for business problem solving. Besides standard customer-service oriented problem solving (which should be obvious, and often is treated more seriously than call centre issue resolution, as it occurs in “public” online spaces), there is the opportunity to use social spaces online for crowdsourcing ideas, product development and testing and documentation of problems and solutions. This is probably the greatest cost-saving mechanism of social sharing. Rather than using closed environments for problem resolution, social channels enable collective problem solving as well as gathering information about service problems in specific geographic locations. This is both more efficient and more accurate than self-reporting.
The collective problem solving tactic has been in evidence in the tech community for years; forums and communities have for a long time been used as bulletin boards for articulation of tech problems, and community members and organizational professionals offer solutions in those spaces. But only recently have firms started to facilitate the same technique in dealing with specific business problems. Get Satisfaction is being used by an increasing range of businesses for customer service-oriented problem solving. And we are seeing a growing range of new social platforms that assist in product development and problem solving (see for instance, Quirky, IdeaVibes, IdeaPod, OpenIDEO, Skibb, among others). These tools are designed to cut the cost of market research and capitalize on expertise in the community (and importantly, outside the firm) on design, manufacture and distribution of tangible products, as well as adaptation and evolution of information goods and services to better meet the needs of any community.
But problem solving and idea sharing platforms have the added benefit of encouraging innovation within an organization. Rather than accepting the top-down hierarchical structure of decision making they can encourage innovation within the firm.
As others have noted, business process innovation has been around for generations, and tends to rise and fall in waves. It will commonly rise in economically straitened times when businesses must focus on cutting operational costs, and in the current market, for all our apparent wealth, the Australian corporate market is seriously looking at cost cutting right now. Rather than focusing on social channels for mere eyeballs and “Likes”, the time is ripe for considering how social business tactics can be used to improve business practice – product development, problem resolution and internal process management. It’s time for the corporate sector to wrest control of digital social strategy back from the marketing department, and to consider how it can be used strategically, rather than for mere show.
Joanne Jacobs, COO, 1000heads Pty Ltd.
Please login with linkedin to comment
Latest News
TV Ratings (18/04/2024): I’m A Celebrity Wins Prime Time And Key Demos
Aussie viewers can be a harsh lot at times. Only days after Ellie Cole bled her heart out, she has been sent packing.
Effie&co Launches New ConnectAsia Division To Help Aussie Brands Market To Asian Consumers Overseas & At Home
Not provided is advice on using chopsticks and not spilling ramen down your shirt.
Cashrewards Sets Out Stall For New CMO
Thinking of applying for the Cashrewards CMO gig? Here are some insider tips that, yes, are tantamount to cheating.
‘I Ask For The TV Industry To Stand Up And Defend Itself’ – Seven Boss James Warburton Steps Down
The Seven supremo heads for the exits after five years. Here's hoping the Spotlight team organised the farewell bash.
Poh! Jamie! Adriano! Paramount ANZ reveals its tasty plans for this year’s MasterChef
It's your fan's guide to this year's MasterChef! Although no tips on how to pronounce crudités or use a un fait-tout.
Dentsu’s iProspect Partners With MOOD Tea Ahead Of May Campaign Launch
We love a Mood Tea here at B&T. Although we do store old screws and nails in the International Roast caterer's tin.
Opinion: When Culture Starts Eating Itself: Navigating The Age Of Self-eating Nostalgia
Born boss David Coupland asks is adland going through a nostalgia period? But please, no repeats of Best Of Red Faces.
Who’s Going To Cannes?! The TikTok Young Lions Winners!
It's Aussie adland's next gen! They're off to Cannes with high hopes of bringing back a Lion & a foot-long Toblerone.
Adobe Launches Express Mobile App With Firefly AI
Want to be the coolest kid at Friday staff drinks but forgot your retro Nikes? This new Adobe wizardry may do the trick.
ThinkNewsBrands & IMAA Extend News Publishing Education In Brisbane
Industry duo takes its publishing roadshow to Brisbane. Was disappointed no male attendees were wearing walk socks.
B&T Chats With Wavemaker’s Provocative Pioneers On Their Cross-Pacific Sojourn
B&T TV heads to Wavemaker's Sydney digs to interview two staffers from its New York & LA digs. If that makes sense?
HoMie & Champion Launch “Give One. Get One” Campaign Supporting Youth Homelessness Via Town Square
Much like the fête's prized chutney wears a blue winners sash, so too should this top initiative from HoMie & Champion.
Thinkerbell Takes Us Back To Summer In Latest Work For XXXX
This beer ad wants to take you back to summer! Just minus any chance of a shark attack on your morning bus commute.
Cannes Lions Unveils 2024 Programme Featuring Queen Latifah, Jay Shetty & P&G’s Mark Pritchard
Are you one of the lucky ducks heading to Cannes in June? Check out the headliner acts you'll be queueing hours to see.
Scroll Media Recruits Costa Panagos From Twitch
Costa Panagos set to bring South American flair to the Scroll offices. Assuming that he is, indeed, South American.
Year13, Microsoft & KPMG Australia Launch AI Course For Gen Zs
Born around the 2000s? Need to amp up your AI creds? This guide's for you (although it's not really that age specific).
General Motors Snares Heath Walker From Scania
Do you rage about oversized American cars on our roads? You need to bail up Heath Walker at parties & industry events.
VML Launches New “Envoyage” Brand For Flight Centre
VML unveils new brand for travel operator Flight Centre. Alas, no sign of those paid actors pretending to be pilots.
Subaru Places Media Account Up For Review
Subaru puts media up for review, as adland journos get set for mandatory "agency drives off with..." headline.
TV Ratings (17/04/2024): Contestants Faced With Harsh Realities As Alone Australia Heats Up (Or Cools Down)
Alone still doing the business for SBS. Overly long train journeys not doing the business, but they persist anyway.
Ben Fordham Loses Number One Spot As Ray Hadley Celebrates 156th Ratings Win
The radio numbers are in! Discover who's off for a boozy lunch today & who's waiting for the dreaded HR death knock.
Gourmet Ice Cream Brand Connoisseur Launches New “Thrill Your Senses” Iteration, Via SICKDOGWOLFMAN
Rattling the old "truth in advertising" adage comes this ice-cream spot full of noticeably thin people.
Paramount’s Global Sales Boss: ‘Australia’s Converged Model Is A Blueprint For How I’d Like All Of Our Markets To Be’
Paramount's global sales boss gives local sales ops the thumbs up. Didn't weigh-in on the Lisa Wilkinson debacle.
TikTok Starts Testing Its Instagram Rival In Australia
In exciting news for piano playing cats & brattish pranks in shopping centres, TikTok unveils its Insta rival plans.
Man Wrongly Named By Seven As Bondi Killer Hires Lawyers
Struggling to save for a house deposit? Why not get wrongly identified by Sunrise!
Smartsheet Appoints Indie Agency Sandbox Media To Its Media Account
Can't stand your colleagues? Like to dob them in when they miss a deadline? These work management platforms are ideal.
Boss Not Letting You Come To Cannes In Cairns? Use This Business Case To Convince Them!
Stingy boss won't spring for a ticket to Cairns? Add this to your persuasive argument repertoire. Or grovel.
Alt/shift/ Brisbane Builds Portfolio With Ausbuild Creative, PR, Content & Social Account Win
The Brisbane comms/PR agency lands constructor Ausbuild. Also hoping for a discount on its new glass conservatory.
Young Guns Versus The Old Guard: Who Adds More Value to Our Industry?
Cannes In Cairns poking this hornet's nest in a lively debate. Just so long as the oldies can get up the stairs.
70% Of Aussies Don’t Have Green Power Plans ENGIE Says In Major Brand Campaign Via HERO
Are you the notorious "light leaver on-er" in your flatshare? Quell any infighting with this green energy news.
PrettyGood Launches Offering Brand & Media Solutions For Australasian SMEs
B&T applauds the charitable nature of this new agency. Although we'd hate to see it impact any Chrissie present sends.
A Blunt End: Dolphins Medicinal Cannabis Sponsorship At Risk
Yes, it's another NRL drug story. Yet, thankfully it doesn't involve coke in Kuta during the off-season.
Slew Of New Creative Hires At Leo Burnett Australia
Ahhh, all black! The outfit of choice for agency creatives, David Jones staff and everyone in Melbourne.
Under Armour Unveils Local “Live in UA” Campaign
American apparel brand set for yet another tilt at the Aussie market, as Nike declares "we'll see about that".
Pepsi Launches New Look, Refreshing Classic Fashion Staples Via Special PR
Are you always the bridesmaid, never the bride, as the old saying goes? How do you think Pepsi feels?
Pure Blonde Returns To A Place Purer Than Yours In New Campaign Via The Monkeys
B&T's always been a huge fan of the 'drink yourself thinner' diet plan. So big thanks to Pure blonde, vodka & tequila.