Facebook Twitter YouTube Instagram LinkedIn Wikidata
Category:

How social is your telecom brand?

Add another aspect to your role: social.

The new job of telecommunications marketers is to make customers feel not only good, but smart and heard. When asked if telecom providers use social media in an effective way to engage them, only five percent of customers strongly agreed while twenty percent moderately agreed.1 It is a little ironic that the very distributors of connectivity are the ones missing the opportunity to socially engage with their customers.

telecom 1

Fostering Relationships

Many customers experience your brand only through social media. (Especially if your budget does not allow for many consistent media touchpoints.) Simple, consistent social messaging is a great way to ensure your brand’s awareness. A fun social post or a helpful text from your brand can really boost customer engagement. Remember, a text can drive a “like.” Relevant content can gain a follower. Followers can influence and refer others. Nurturing brand relationships with existing customers is just as important as building new ones. According to a recent study2, sixty-eight percent of consumers say that a positive referral from a Facebook friend makes them more likely to buy a specific product or visit a certain retailer. Staying engaged with your existing customer base can attract new fans to your telecom brand.

Integral Part of Customer Service

But social is much bigger than conversion or pushing brand messages. It is becoming a critical component of customer service. Facebook is how legions of customers reach out to brands with questions, compliments or problems. Facebook even rates the responsiveness of brands to the comments of their followers. This immediate two-way communication is a relatively new idea in branding, but has quickly become crucial. Not responding to a customer in a timely manner could result in full brand abandonment. 

Know Your Audience

This is the key to successful social media engagement. What works for other brands may not work for your audience. If your brand is looking to appeal to a younger demographic, Instagram can serve as an effective platform. With more than a third of all mobile users on Instagram, you can build loyalty with Millennials. Facebook can also be a viable option for most brands, since its most common age demographic is 25 to 34 year olds. These are active consumers—get them on your side. Knowing these types of statistics can help guide and sharpen your social strategy to get you the results your telecom brand needs.

For other valuable marketing insights about telecom brands, contact Nicole Donoghue, Branding Specialist at ndonoghue@trone.com or (336) 812-2061. 

 

Sources:
1. IBM Institute for Business Value 2014 Global Telecom Consumer Survey
2. Morpac, L2 Intelligence Report 2014

Related Articles

Drupal vs. WordPress
CMS | Content | Content Management | Digital | Drupal | Insights | WordPress

Drupal vs. WordPress: Choosing the Best CMS for your Website

WordPress and Drupal are both content management systems (CMS) that have been around since the early 2000s. Both are open-source (meaning that the source code is made freely available and can be modified and redistributed) and have a strong community of developers who help extend the core functionality with additional modules/plugins.

Common SEO Traps
Digital | Digital Marketing | Insights | Search | Search Engine Marketing | SEO

Common SEO Traps & How to Avoid Them

Search Engine Optimization, or SEO, is key for ranking high on search engines and driving organic traffic to your website.

Have you ever watched a vintage 1950s television commercial from a well-known brand? Outside of the obvious technological limitations, the way the marketing message was conveyed probably feels simple or even patronizing.

Learn how to Optimize Customer Engagement
customer engagment | Digital |

Tools to Optimize Customer Engagement

Customer engagement is the connection between customer and brand. It encourages customers to interact and share their experiences with the brands they support. Positive and strong customer engagement can grow a brand substantially, while lackluster or negative customer experiences can potentially deal businesses a fatal blow.

Looking for a little firefly magic for your brand?

High Point

1823 Eastchester Drive
High Point, NC 27265

336.886.1622
Durham

201 West Main Street
Durham, NC 27701

919.307.5270