I just read a great post over on Mashable, that I wanted to share here:
Presenting: 10 of the Smartest Big Brands in Social Media
While this is ostensibly a post about large national/global brands, I found the underlying lessons from these examples to be potentially useful to *anyone* seeking to use social media to build brand equity. You should definitely go read the original post for the full details on each campaign, but here’s my take on the important lessons from each one:
- Blendtec Blends it on YouTube – Creativity is king; advertising is just content someone is willing to pay for you to watch, it doesn’t *have* to be annoying and uninteresting
- Burger King and the Sacrifice Facebook Application – People like to have fun
- Starbucks Asks for Your Advice – Making your customers feel like they’re part of the process builds brand loyalty through a sense of co-ownership
- Sun Microsystems and the CEO Blog – Kill them with transparency (a variation on my dad’s old adage: ‘kill them with kindness’); disarm your critics by giving them a voice and answering them back
- IBM With Lots of Blogs – Content == Authority; as long as it’s quality content (and on-brand), more *is* better on the Internet — it gives you higher search engine ranking and it doesn’t hurt to be the first thing a prospective customer finds when they do research on your area of interest/expertise (what do you think this blog is all about?
) - Zappos on Twitter – A company (not just a brand) can have a personality in the Internet age, and it is defined by its employees; being accessible and relatable reminds your customers that there are real people behind your brand, and that tends to make them like you more (unless those real people really suck
) - Comcast on Twitter too – Empower your community manager to address customers needs; Frank from Comcast doesn’t just spew marketing platitudes into the Twittersphere, he actually helps customers in need (Corollary: if you have an unempowered community manager fronting for your brand, he/she is bound to get slaughtered and likely do more harm to brand equity than good)
- Ford and Social Media PR – Bad press doesn’t go away on the Internet; it’s not like the conventional media world in which all you need to do is weather *this* news cycle — that disparaging blog post will be popping up in searches for your brand for the rest of your life and beyond, so you’d better get out there and address it
- Graco Uses Pictures on Flickr – *Every* customer should be writing a testimonial; make it so easy and fun for your customers to show their brand loyalty that it’s a no-brainer for them
- Dell Doing it Everywhere – Social media isn’t media; this isn’t an ad buy you make selectively based on demographics and vertical content, it’s a horizontal platform for customer engagement comprised of many different elements — you may not have the time or resources to be everywhere, but take the time to craft a campaign in which the whole is greater than the sum of the parts
