Keys to S uccessful Social Media Strategy

Over the last couple of years, I have seen companies successfully use social media to attract new clients. Unfortunately, I have also seen a few completely miss the mark. Here are five keys to ensuring your social media campaign is attracting new fans rather than driving them away. To help layout the fundamentals, I have adapted the following from an article written by Lisa Barone for smallbiztrends.com.

Availability: When you invest time into a social media campaign, your fans want you to see that you are there. They want to know that if they have a concern, they can send you a message and that you will respond quickly. To take advantage of social media, you have to be social and that means really being there and making yourself accessible.

Handle issues with class: When someone reports an issue via social media, make sure to transition the report to your customer service queue so the right people see it. As a user, there is nothing more frustrating than having to re-explain the same problem to a member of the same company.

Have real conversations: Listen, I know you're on social media because you're hoping it will increase sales and leads. Your customers know that too, but customers want to hear about "the you" that exists outside of work hours. Relationships are built in the details. Remember to be a person when you're busy trying to be a business. People do business with other people, not with logos.

Listen to feedback: The cool thing about social media is that you have a constant audience of people willing to give you feedback, positive and negative. Use it. Make note of the things people like about your brand, listen to what they don't like and ask them questions designed to help you better serve them.  

Apologize when it warrants: You are imperfect and at some point, you are probably going to goof. When that happens, instead of making excuses or trying to save face, just admit it.

Becoming a company people love on social media entails acting like a person with whom they can relate. We need to stop consistently selling and focus on making our customers ecstatic with our personality.

Depending on who you talk to, it costs anywhere from five to eight times more to acquire new clients compared to retaining current ones. Exercising strong customer retention strategies can be the difference between success and failure. The following are eight proven strategies to help you hang on to your company's most valuable asset: happy clients.

Strategy #1: Clearly focus your marketing efforts on existing clients. This is where your time, energy and financial resources can have up to eight times more effectiveness compared to chasing new clients.

Strategy #2: Develop and implement a strategic client contact management system. Stay in touch with your clients in a consistent and professional manner.

Strategy #3: Always follow through on the commitments you make to your clients. You will earn their loyalty and trust by doing what you say you will do.

Strategy #4: Know your customer! Commit to connecting with them and to finding out more about them so you may determine how better to serve them.

Strategy #5: Commit to being a life-long learner. As you focus on gaining new knowledge, new skills and new experiences, you will have more to offer your clients. The more you have to offer, the more they will benefit.

Strategy #6: Seek feedback and suggestions from your clients. By asking what they think, you are demonstrating that you value their opinions and ideas.

Strategy #7: Be a resource for your clients. Share ideas, resources and contacts that will provide value to your clients.

This month's featured client is Nino's Italian Eatery. The restaurant is located on East 36^th Avenue between New and Old Seward. Open Tuesday through Sunday, Nino's is, in my opinion, the best Italian restaurant in Anchorage. His garlic knots are fabulous and every entrée on the menu will keep you coming back repeatedly.

In addition to the great food, Nino's has a quaint dinning room, which helps create a low noise level even during the busiest lunches or dinners. Nino's also provides very efficient service. Your orders always come out timely and fresh. These two features make Nino's a great place to meet clients and entertain family and friends alike.

Nino's has a spectacular variety of Italian dishes on the menu. In addition to 14 different appetizers, they offer great chicken, veal, seafood and pasta dishes along with a full compliment of heros and pizzas. Nino's now offers catering services and will be providing food at our grand re-opening. Join us at our grand re-opening to sample Nino's menu Thursday February 17 between 5PM and 7PM at the studios (for directions see "The Studios" section of this newsletter).

For more information about Nino's, their great selection of Italian food and hours of operation, visit www.ninositalianeatery.com