People ARE Talking. Are YOU Listening?

Yes. They Are. You Need to be Paying Attention.

The title of this post used to be the tag line I put on my business card. It’s still on the vehicle sign that covers the rear window of my Honda Pilot, and it’s still in my Facebook Fan Page’s “about” section. The first paragraph of that section continues, “Your company – your brand – is being discussed publicly. Don’t you think you should join the conversation?”

Information Week made it the cover story of their June 25, 2012 edition and I pointed out the similarity in a graphic I created and posted on my Facebook Fan Page. In some respects, we weren’t quite talking about the same thing, though, but they’re closely related. Their article focuses on sentiment analysis and my thoughts were more directed toward overall engagement, which includes sentiment analysis. They are also far more attuned to the needs of larger brands, whereas my concern is for small businesses and the value they can get from what I see as the proper use of social media.

Today I was pointed to an article by Brian Solis of the Altimeter Group, entitled “Why Digital Influence is So Important“. Brian discusses the value of shared experiences, the building of trust, and the spread of influential content, pointing out the value of online recommendations from people we know and trust. He concludes with the following questions: “Do you know what’s being said about your business? And who’s saying it? How are you getting closer to your customer by examining your digital influence?”

Now the reason I bring this up is there are a number of people here in Simi Valley who have created Facebook groups designed to help us communicate or promote local businesses or both. One of the activities that’s taking place is what some call “Cash Mobs“. We are trying to pick out small, independently owned businesses that we might be able to help out (at least with their cash flow) by patronizing them.

As a result of this, one of the members suggested a location that might be able to use a small infusion of business and, consequently, cash. Since I have been trying to get locals to realize the value of using mostly free platforms, services, and apps to market and publicize their businesses, I’m always wondering how well certain ones are doing this. So I decided to check out this particular business with respect to a few things I think it could (or should) be doing.

I didn’t do extensive research, but I did find out some things I think are interesting in light of what Brian has to say about digital influence, as well as what I know about it from my research and experience. What I found was the following:

• They have a Facebook fan page but do very little with it. The page has 45 likes and 10 people have gone to the trouble of checking in there.
• They haven’t bothered to claim their venue on Foursquare (a very simple process) and, even though 30 people have checked in a total of 106 times (that’s an average of 3 times per person; an indication of some loyalty), they cannot create specials to reward that loyalty and, perhaps, entice more people to try them out.
• They also have two listings in Yelp but have yet to claim either of them. Were they to do so, they would be able to correct one of the listings, as well as provide accurate information on what it is they do. What they do have is four (two for each listing) high quality, five-star reviews for their establishment. I say high-quality because all of the reviewers have numerous friends and have posted multiple reviews in Yelp.
• I also checked Yahoo Local (basic minimum listing), Bing Local (basic listing w/two of the Yelp reviews), and they don’t show up at all in Google+ Local.

So what’s wrong with this picture? Here’s another quote from Brian:

“In the end, people are at the center of your business. And connections are the ties that bind in social media. Your next step is to see what people are saying or what they’re not saying about your business to learn how you can become part of the conversation and ultimately part of the decision making process.”

My contention is that by not taking the small amount of time required to at least claim venues and ensure they are completely populated with information about your business, you are showing you don’t really care what people are saying about you. Your absence from Yelp means you lose the ability to both thank people who take the time to say something nice about you, and to respond to those who take the time to report a problem they may have had. Without Foursquare you lose the ability to create specials designed to reward loyalty from current customers who are using the service and to entice new customers to try you out.

Even if you’re reading the reviews on Yelp and the tips on Foursquare (and it’s highly likely you aren’t) you have no possibility of “becoming part of the conversation and ultimately part of the decision making process.”

There’s another factor as well, which Brian discusses in his article. When people check in to your business on Facebook or Foursquare or Yelp, which they can do with their smart phones, tablets, and laptops there is always the chance some of their friends will see where they are or where they’ve been. Since the most trusted method of referral is that received from a friend, either online or in person, every business that doesn’t take advantage of these tools is shortchanging themselves. There are other issues having to do with gamification, peer response, and virality but we’ll leave them alone for now. They are important to fully understanding how to use each of these applications, but they don’t matter one bit if your business isn’t using them at even their most basic level.

In this economy I’m of the opinion not taking advantage of free marketing seems almost criminal and, while the tools may change as time goes by, the concepts aren’t going anywhere. What are you doing about it?