Getting customers engaged in their company is something most businesses are striving for in this social media era. We all want to put information out there that people will “like”and then it will increase sales. If only it were that easy. In order to effectively run social media, or any online marketing really, it’s important to get into the minds of your customers. I’ve managed a few social media accounts now and in the past. One of the biggest things I have to constantly remind myself is that our followers are not like me. When I first starting running SM accounts, my friends that liked or followed the company always told me things like “Oh did you write that post today? I could totally tell it was you.” While I haven’t completely put myself aside yet, I have tried to become more aware that beside a few commonalities with fans, we generally do not have the same interests, likes etc. When you start to figure out who your customers are, it completely changes your voice when acting as the company.
The big question is, how can you determine what exactly your customers DO like. Well, it mostly comes down to analytics. I have yet to venture into tracking consumers online behavior like this Acer example, but I have utilized the vast amount of analytics that Facebook provides on it’s platform. Looking at the information, the SM accounts I run currently have (admittedly) decreased in engagement the past few weeks after the initial rush of the Fall semester starting. For some reason though when I posted that the movie Brave was playing in the auditorium, it saw much higher results. Wouldn’t have predicted that. So my question is why? And how do I use this to gain deeper information about our fans? Was it the type of day that I posted it or that our fans just like animated movies?