Google+ is looking better than ever for use by small to medium size businesses and individuals. The simplistic design of the Google+ profile is refreshing in comparison to the new – and extremely busy Facebook site. Google+ has not given businesses permission to set up Google+ pages yet, but it has allowed GM & Ford to set up test profiles. So far, Ford Motor Company’s page is significantly more developed than General Motor’s page.

Google+ reported that a business variant of Google+ pages is set to launch later this year. Entrepreneur.com reported that Christian Oestlien, the advertising lead for Google+, said the new business pages will include “things like rich analytics and the ability to connect that identity to other parts of Google that businesses might use on a daily basis, like AdWords,” he added.

Below are the benefits we compiled of developing a Google+ page based off of Ford Motor Company’s Google+ page:

Google+ Page Features:

o Buzz: “Goes beyond status messages”
 Users can share updates, photos, videos, & more with the circle of their choice. They can also start conversation about things you find interesting.
 Allows users to connect on other sites they already use and has inbox integration.

o +1: Anyone can instantly see how many times a link/information has been shared by users.
 +1 is designed to “get a conversation going.” By clicking +1 a user gives something “their public stamp of approval” – then they can immediately share with their Google+ “circle” of choice.
 Once a user +1’s a topic or item on the next, the next time friends and contacts search on Google, they might see their friends’ recommendation, giving web users the power to help their friends narrow down their search.

o Circles:
 Users can separate friends from the companies they follow
 Allows companies to specifically target certain users by dividing the users into different groups and tailoring specific messages to those users. Circles could help marketers target and tailor messages to a specific audience.

o Hangouts:
 David Armerland’s article “Google+ Business Accounts: What Can You Expect?” said it best: “If we look at Ford’s example of using hangouts, the group video conferencing feature of Google+, to connect directly with relatively small groups of casual users and discuss subjects specific to their cars (like the recent move to integrate Spotify on-demand music services on some models) we can see how what appear to be relatively small, low-cost aspects of social media connections become the seeds which grow into successful viral campaigns.”

o Integration with Google Analytics style reporting tools: Business pages will see where visitors come from and they will also gain stats about how much interaction each visitor has with their actual page.

Pop Labs is gearing up several campaigns to launch once Google+ gives businesses the green light to proceed in a formal manner. We look forward to utilizing this new platform to grow the audience for each of our clients that will gain some benefit from their target audience enjoying Google+.

Need help with your Google+ strategy, get in touch and let us help!

Share on Facebook

A little company called Google recently started a new project called Google+. If you haven’t heard or seen (and you don’t live under a rock), Google+ is Google’s social platform that looks to run with the likes of Facebook, Twitter, LinkedIn, etc. Fully integrating itself with the rest of the tools that Google has to offer will set this platform apart from the rest of its competitors.

QUICK OVERVIEW
Google+ features some of the same elements that all social media platforms have, but with their own Googley (yeah, that’s a word now) twist to it. There is a news feed type of element called “Stream.” This will look very similar to other platforms with constant updates of new posts from users that you have in your “Circles.” Circles are customizable, you can have separate circles for everybody in your life (friends, family, co-workers, haters, etc). Like Twitter’s platform, users that you add to your circles do not have to add you to their circles (and vice versa). There is also a place for photos, a group chat element called “Huddle,” and even a place to have group video chat called “Hangout.”

SOCIAL MEDIA OVERLOAD
While this may seem like one more thing to consume your business’s time and money, you must think in terms of depth. Let’s take a football team as an example:
Team One has 11 players – each player plays both offense and defense.
If anyone on Team One gets injured and can’t play, then there is no substitute and both sides of the ball will suffer. Not to mention the fact that every single player is going both ways and working twice as hard.

Team Two has 22 players. – 11 on offense and 11 on defense
If anyone on Team Two gets injured and can’t play, then there are no substitutes for each side. You must rely on a player from the opposite side of the ball to fill in the hole. While it can be done, this will most likely lead to numerous problems and missed assignments.

Team Three has the 44 players. – 11 on offense, 11 on defense, and 11 substitutes for both sides
If anyone on Team Three gets injured and can’t play, then any one of the numerous substitutes can fill in and keep the team pushing towards victory.

Now think of Team One as your business only using Facebook. You still have a chance of being successful, but your chances are less. Now think of Team Two as your business using Facebook, Twitter, and LinkedIn. Now your chances of success have just increased substantially. Finally, think of Team Three as your business using Facebook, Twitter, LinkedIn, AND Google+. You have now increased your chances to their fullest potential, and isn’t that what your social media strategy is all about? (Hint: You should answer yes to this question.)

Now that you are thinking of your social media strategy in terms of depth, you can easily see that adding something like Google+ would just further your chances of success. If any of the other platforms start to decline, then you have Google+ to pick up the slack (and vice versa).

Stay tuned for some follow up info on Google+ for businesses!

Share on Facebook

Do you recall your last customer “service” experience? Did it leave you pleased and pleasantly surprised or angry and frustrated? The subject of good versus bad customer service is an issue that every business must be aware of. In the age of “Social Media Justice”, it is important to remember that information travels fast, and in this day and age, it’s only a click away for the person researching your company for their next purchase.

Think of changes in our access to information about a company just in the last 10 years. And with the rise in social media, your service interactions with your customers can be screen captured, chat copied, browser recorded, phone tapped and email forwarded in the blink of an eye. Your customer service is now “content” for sites like YouTube, Yelp, FourSquare, Facebook and ScamReport.

So, how do we develop a system in which we use all relevant mediums and tools to deliver excellent customer service? First, we must use all points of customer engagement to increase convergence and provide care. Quality customer care and responsiveness equals priceless credibility. Second, relate and get to know your customers as individuals. Stay engaged with who your customers are, get to know their behaviors and find a common-ground. Lastly, empower your employees with knowledge and direction. A well-trained employee will have the skills necessary to provide positive, productive communication with clients.

It’s important to remember that technology is enabling better customer service experiences, but can work against you when a bad experience happens. Meet your customers on their turf – so to speak. If they are using social platforms like Facebook or Twitter, learn how you can utilize these touch points to improve your relationship and service (or to avoid customer care calls). For a business, using tools like social media platforms can be a win-win situation. It has given businesses a variety of channels to respond to and engage with customers quickly and individually. Social media platforms allow for you to stay engaged in the behavior, activity and responsiveness of your audience.

Aside from the immediacy and interactivity of emerging technology that can support this, what it all boils down to is the human interaction between business and customer. Great customer service is a reflection of how well a company values their customer. And remember – “honesty is the best policy.” Addressing customer concerns in both a timely and honest fashion is of critical importance and priority. Otherwise you may have thousands of potential customers reading about it in the “reviews” written by the people who really matter – your customers.

Share on Facebook