Social media customer service for startups

Unfair

Advantage:

Marketing for Start-ups

by Adeola Kayode.

The digital revolution

has forever changed the

balance of power

between the individual

and the brand.

The convergence of Digital,

Social Media, Technology

and internet technology is

not shifting tools...

It has given small

businesses the unfair

advantage for

MASSIVE results.

They can think

smarter, act faster

and take more risks.

George Wright the Vice President (marketing) of Blendtec, a company in Utah decided built a campaign about their cornerstone product,

Total Blender.

*(a high performance blender used in restaurants, coffee shops

and other commercial concerns).

Will it blend?

The total cost of starting was

about $50 (being cost of a

lab coat, six-pack of coke, a

rake, and a domain name).

He got the CEO and

recorded him blending

unusual things and posted the

videos online.

The result was astonishing;

blending an iPhone was its most

popular video with 5.2 million

views on YouTube alone in the

first year ... media estimation of

the resultant effect is estimated

at $40 million.

As of now,

YouTube has 58 million views.

Total Will it Blend views are 101 million.

They have 150,000 subscribers.

Sales have increased 7 times over since the campaign.

The sales have grown in commercial products as well.

Brand awareness has grown.

Traditional media picks up on it without Blendtec paying

(National TV, local media, blogs, Newspaper, you name it.)

Death Valley Curve

65% of new businesses

in Nigeria die within first

3 years.

...Start-ups die faster

Most start-ups die before

launching because they

get caught in the

“Valley of Death”.

Start-up Life Cycle

Pix: http://f3fundit.com/blog/understanding-the-startup-financing-process-2/

7 Deadly sins

Start-up Marketing

1. They focus on

only on the product.

You need to think of

your customers

Crazy

Stupid

Plain

... ideas

Market

Customer

Funding Passion

2. They try to reach

Everyone.

You need to define

your niche.

Personas

Keywords

SEO

3. No support

system –

Customer

Service < 0

4. No Plan

You need a

tactical plan

Without a plan,

Its possible to be

thrown in all directions.

4. Beyond Likes and

follows,

You need to

generate leads

It’s just another media;

What you need is an

integrated marketing

strategy.

4. No Measurement

Here, analytics is key

Promoting and engaging your

community is not about reaching new

markets

It is also about sustaining existing ones.

You can turn customers into advocates

Apple did.

One last thing...

Ok, 8 dimensions

of Customer Service.

1. Environment.

2. Attitude and friendliness.

3. Personal(ised) attention.

4. Convenience and

accessibility.

5. Self-help tools and support.

6. Speed and responsiveness.

Channels of Engagement

MD/CEO Teleios Consulting

www.adeolakayode.com

@delola

deolakayode@gmail.com