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Reed Pankratz is a community manager at the Digital Marketing Agency Room 214. Reed works with on the accounts of several national and international clients managing their social communities and helping the account team provide strategy for clients. In addition to being a digital marketing advocate, you'll also find Reed on the court, on the course and in the kitchen. You can follow him on twitter @Reed_Pankratz.
The reason that I love the introduction of the 5th and 6th P is that it makes us think further in depth about the marketing decisions we make each and everyday in relation to our customer. Customers now have more opportunity to interact with the brand, which provides a brand the opportunity to capitalize or lose out on valuable information. Thinking about these decisions can not only help you market to your customer better, but taking the following 5 questions into consideration can also help map out not only how you want to interact with customers, but also where you see your business in the future.
1. What does are business stand for and what does it mean to a shifting consumer landscape now and five or ten years from now?
2. How does evolution in customer behavior and expectations affect our current business priorities and investments?
3. What are the challenges that hold back the organization from pursuing our existing and emerging goals?
4. What initiatives are underway within the organization that we can plug into, align, or reassign to pursue transformation?
5. What does the future of exemplary relationships with people (employees and customers) look like and what it is we want them to do, feel, share, and love about us?
I think you are spot on here. Just because the world is become more "social" doesn't mean that we should neglect common rules of courtesy and etiquette that we learned growing up. I am an advocate of the thank you card. One of the distinct advantages it has over a tweet, e-mail, post or Pinterest pin is that it is tangible. A tweet will got lost in a feed, an e-mail in an inbox, a post on a timeline and a pin on an online board. The letter however is much more memorable and easy to keep. If nothing else, it certainly stands out more than a 15 second mention on Twitter.
Crazy to think that using the etiquette you learned growing up could actually be on the of the ways to differentiate yourself in the business place.
Thanks for sharing,
Is it just me, or has Facebook been much more reactive in recent years? Initially they were a very proactive company, making changes to stay ahead of the curve. While they are still coming up with new tools and features, it seems like many of he changes are a response to another company's actions (Pinterest, Google +, etc.). I'm not saying that making these changes are bad, because they need to stay competitive. But I wouldn't mind seeing Facebook become a little more proactive, I think it would also make them a little more credible.
Great post. It is good to see examples of small business choosing a strategy that makes sense for them and their consumers. As many (or perhaps all) of us are, I am a huge advocate. To me, this means that I support the proper use of social media to help people and companies succeed. Consequently, it would make sense that, as an advocate, I do not support the improper use of social media. I do not believe that all social media is good for all businesses.
Similar to you, I wrote about 3 small businesses in my area that have either no social media presence, a moderate social media presence and a strong social media presence and how they are using that strategy effectively for their business. You can find that here --> http://reedpankratz.com/2012/03/06/haircuts-beer-aggieville-and-social-media/
Thanks for sharing this, I always love a good example of how social media can work for small business!
"Social media is not magic. It’s not a silver bullet, a cure for the broken business, another advertising channel, a membership to an exclusive club and it’s certainly not a one-way ticket to immediate profits." <-- Spot on Rachel! I feel that everytime a new method of medium of promotions has been introduced to society there is a portion of the population that thinks that it will be the one-stop-shop to fix their marketing needs. Radio, TV, Print, Grass Roots, Internet and now Social Media are part of the every changing and evolving marketing mix. A single one of them will not fix your problems and to be honest, the combination might not be able to fix all of your problems either! CRM, customer service, quality products, all play a part as well.
I helped run a student body president / vice president campaign the last two years, but this year I am stepping back and focusing on the job search. Because of that, I cannot be sure what other tools or techniques they are using to identifty or publicize hastags.
As for the K-State PROUD campaign the #StudentsHelpingStudents hashtag (which is also the campaign slogan) is the only one that has been used since I introducte Twitter to the marketing mix when I was a co-chair two years ago. I only volunteer my time for the campaign now, so I wouldn't know the details behind their current use of hashtags. I do know they each year we use YouTube as an effective means of spreading out message. If you'd like to take a look at students helping students and the real meaning of philanthropy I wouldl encourage you to check out the video we made with the help of Dr. Michael Wesch when I was a co-chair.
A few of our student organization do a great job of utilizing a great social media strategy, many use social media but only a couple probably have identified tools or techniques for identifying hashtags.