Team Immense Business

Building Better Cars and Better Customer Relations.

Hyundai has been getting a lot of attention these days as a company that cares about its customers and part of this success can be credited to social media marketing. By integrating a customer relationship management (CRM) strategy with social media along with their traditional marketing, Hyundai has branded itself as an altruistic company that really does care about its’ customers. In fact – Hyundai has jumped ahead of every other car manufacturer in the critical customer satisfaction index (CSI) category. Here are a few examples how Hyundai is applying their social media marketing strategy in key parts of their business and how it is paying off.

Promotion

Hyundai’s Assurance Program began in early 2009 when the economy was at its worst and unemployment was rising rapidly. The Hyundai Assurance Program promised that if you got laid off from your job, you could return your car and not even have to worry about honoring the rest of the note payable. The promotion was innovative but coming from a major car corporation was it believable? The attention the campaign received from the press and from many blogs and websites was skeptical.

Hyundai began promoting the idea on Facebook and Twitter. They asked everyone to buzz and tweet about it and people responded with enthusiasm. The idea of social networking for business exposure is not new but the strategy was extraordinary because it laid the groundwork for the campaign and gave it credibility. It was a brilliant way to market a promotion that really did work. Sharing this information on Facebook and Twitter turned out to be a big plus for the car company’s marketing campaign.

Hyundai sales are up 6.2 percent through November 2009. This marks the eleventh consecutive month of year-over-year gains in retail market share by Hyundai. The Hyundai Assurance Program is without doubt one of the reasons their sales have increased this year while other car manufacturers have floundered.

Corporate Responsibility

Zafar Brooks, Director of Government Relations and Diversity Outreach at Hyundai, has a refreshing perspective on the value of social media when combined with corporate outreach programs. The Hyundai “Hope on Wheels” program fights pediatric cancer by funding cancer research programs across the country. Brooks understands the importance of authenticity and relevance in social media outreach, particularly on behalf of corporate charitable programs.

He said: “Consumers are more sophisticated now — corporate social responsibility programs are no longer something that is ‘nice’ to do, but it’s expected of the company,” noted Brooks. “Simultaneously, consumers will smell-out what is not authentic — Hope on Wheels isn’t advertised, but is part of the news we share with our brand loyalists,” he said. “It is a part of our story because it is a part of who we are and what we are about. Social media should be authentic and organic.”

Mr. Brooks added, “Brand leaders must align themselves with a cause that is consistent with corporate values so they can illustrate their relevancy. Leadership has to establish the priorities around which we stand and make it part of our messaging point.”

Brooks concluded: “All social media should link together with a common objective to develop a program based on who we want to talk to about what we want to accomplish. Social media outreach must be part of a cohesive approach. Consumers will smell-out what is not authentic!”

Aftermarket

Hyundai Aftermarket recently announced the launch of a new social media campaign. The goal was to give Hyundai owners a new way of finding content on the internet about modifying their vehicles. The interactive social media campaign involves additional features being built into the Hyundai forum that owners can use effectively to get the word out about what they are doing to make their cars stand out from the rest. Twitter accounts and Facebook “Fan Pages” have been built so that owners can follow live updated news feeds about Hyundai Aftermarket as well.

“Finding important and relevant information is not easy when you are unfamiliar with how to perform certain modifications,” said a Hyundai spokesperson. “Having a forum and website where answers to important questions are laid out for you, would help with modifying your Hyundai to its highest potential.”

While the site has been branded as the “web’s most premier Hyundai forum” and currently is the oldest Hyundai forum on the internet, it has been designed for both the amateur and professional car enthusiast in mind. The site is built on the principle of being very easy going and helpful to anyone who may or may not know a lot about Hyundai’s. Users register for free and can partake in discussions about Hyundai Accents, Tiburons, Elantra’s, Sonata’s, Santa Fe’s and the all new Hyundai Genesis.

In addition to providing great technical content, hyundaiaftermarket provides great off topic discussions ranging in everything from technology to music & movies to even food and health/nutrition.

You may have noticed a lot of coverage over the past couple of years about the rapid growth of social networks and how they are changing the way we communicate?

Perhaps, you have also stumbled across one of the many articles professing how to ‘double your sales’ with Twitter or Facebook and maybe feel you have missed the boat with your own marketing?



But, it’s actually worth asking the question as to whether marketing through social media actually works in the first place, and, if it does, how can you make it work for your business?

The Changing Face Of The Web

Many social media web sites have been built on the back of a technical evolution on the Internet – something paraphrased as “Web 2.0”. It’s a term that many marketers talk about with great authority and it is used in many different contexts. But, what exactly is it?

In the early days of the Internet, a website contained words and pictures – like a magazine or brochure – and it wasn’t an interactive environment. But, with the advent of Blogging, Wikis and commenting (to name but a few) we can all get involved with conversations online by writing (and publishing) directly onto web pages.

We can easily create our own Facebook profiles, Blogs and Twitter accounts and share information with people who have similar interests. For this reason, Web 2.0 is often referred to as the read/write web.

Of course, one of the main reasons social networking has become mainstream so quickly is that many of the websites don’t charge – they are free to use.  Companies looking to raise their profile online have taken advantage of this to promote their profile to a whole new audience, often in an inappropriate way.

When it comes to marketing your business through social networks, are people even talking about your brand in the first place? Are they discussing your industry? If so, where are those conversations taking place so you can join in and raise your profile too?

Getting Specific

As with most marketing case studies, many of the success stories you will read about are consumer brands; brands that people want to talk about; brands with a mass market.

From this feedback, companies from all sorts of industries have picked up on the buzz and started Twittering, Blogging and setting up their Facebook fan groups, and, because the cost of entry is virtually zero, it’s not just the big boys. Startups and small businesses have also jumped on the bandwagon.

Move into the business-to-business space and getting your voice heard becomes somewhat harder than the success stories suggested it would be. Who wants to talk about widgets or your bespoke niche service, especially when so many other companies occupy the same space? It’s like exhibiting at a huge trade show with all your competitors setting up a stand right next to you.

Interestingly though, some people do want to talk about the same thing as you and may be interested in hearing what your company has to say. The key is to find out where the most appropriate conversation is taking place and to then to understand how that conversation is taking place.

Conversation Marketing 

With Web 2.0 technology everybody can have a voice. So the way you engage with people through social media works very differently from traditional offline marketing. If you say the wrong thing in the wrong way, people have the right to reply and, in terms of reputation, they may have a lot less to lose than you and potentially a much larger audience listening to them. Treading carefully and mixing with the right people becomes even more important. 

Business marketers in the social space often overlook rules of interaction and social etiquette. They try to sell too quickly and too aggressively without gaining trust, looking to control conversations and relationships. But let’s face it, who wants to stop around and listen to the person controlling the conversation in the real world? Why on earth would we put up with it any more online?

In fact, in the social space we can un-follow, de-friend and block at the click of a button; the relationship gone in a second, along with trust in your brand. It’s happening to a lot of marketers in the social space – no-one is listening to them because they have nothing that people want to hear. 

Creating Trust 

Creating a successful marketing strategy using social networks requires the ability (and patience) to develop trust with people. Like many marketing techniques, it’s a case of creating your pipeline of new relationships and developing them over a period of time – not pushing the sale from the outset.

Gaining initial trust is essential. 

One trust-building strategy for social media marketing – whatever your industry – is to answer the questions that people want (or need) the answers to. If you can engage your audience with relevant information, they will not only buy into you, they will also spread the word – your word. 

Platforms such as Blogs, Twitter and LinkedIn allow you to demonstrate your product and industry knowledge in an open forum. Of course, you can also create relevant links to your website through these platforms to drive traffic to your website and increase your brand profile – as long as you are subtle in your approach. 

Developing Relationships 

Then, as people begin to trust your social profile, you can begin to drive them through to the next step in developing the relationship. For instance, why not ask them to subscribe to your e-mail marketing? 

This overcomes audience apathy. If you have developed enough trust in your social relationship, leverage it to a medium whereby the onus is not on your audience to collect the message, rather on you to send a relevant and regular message – the next step in developing further trust, and one step closer to delivering a customer to your sales team. 

But beware. As in any personal relationship, trust can be lost in an instant if you say the wrong thing. Keeping one eye on the end game and never abusing the relationship is an absolute must. 

Where Do You Start? 

Having a strategy for your social profile is often overlooked but is essential to give you focus with your approach. Questioning your objectives is essential: 

Should your profile be you (as a person), your CEO, or your company? Who will gain the most trust and credibility online? Which social platform is the most appropriate to focus on? Where are your existing customers? Why not ask them how they use social media? What are you going to talk about? What do you want to be recognized (and found) for? By sticking to a subject (however niche), you can become an acknowledged expert. How much personality should come through? Is it yours, or your company tone-of-voice? 

Setting up a profile in any of the social networks is a straightforward process and often free. It pays to explore the media to see if the audience is right for your business and be prepared to switch off your efforts if they do not yield any results. 

Summary 

There is no doubt that engaging people on the right social media platform can help you reach a new audience and increase your online profile.

The challenge is to create a focused strategy aimed towards a specific audience and engage them in a conversational dialogue to encourage trust.

Only when you have gained trust can you leverage the relationship and lead the conversation to the next level. Where many marketers want quick wins, social media is much more of an effective marketing medium if you are not pushing too hard. So, you may have to be prepared to wait until trust has developed. 

T
hat said, when your pipeline begins to fulfill itself, social media offers a very sustainable route to generate awareness and, ultimately, potential new sales leads.

Today, when you surf the internet you can always come across discussions on topics like that of a social media strategy. Well, this thing is nothing new. This is a remarkable development due to the booming of various social media networks in the worldwide web. Everyone in the world today has become intensely enthusiastic about or preoccupied with connecting and collecting to friends all over the world through personal accounts in Facebook, which I think is getting more popular than its counterparts like Friendster and Multiply. And most of the brilliant minds in the marketing industry think that there is a good marketing potential here as people from all walks of life are now into this hype.

As an agent of a marketing firm or maybe someone who is getting into personal marketing business, why not consider this as an alternative way to market your ware? Using social media as your avenue to the world of business can open up so many chances to grow and establish your name or the brand that you are now representing. You may have tried a lot of ways already and have spent thousands on your marketing campaigns. But you have seen only a very minimal effect out of a very stressful and costly marketing applications. Now it is time to add to your usual marketing techniques something that you can enjoy and at the same time make business with a broader audience. Why not get for your brand a free account on Facebook and begin to explore the many chances of meeting people and groups who can be your prospect clients?

Every now and then, you will hear people mention about their Facebook account. From time to time, you can receive people’s invitations to connect to them or join their group or participate in a game or activity on one of those social network locations on the internet. Obviously with social networks, you will no longer have a hard time looking for people or target customers because they just come to you even without your invitation. Remember, it is a network. It is like a virtual web that connects you to others and others to you. So with just a few people on your list, you can have as many connections as you can by just sending out and receiving invitations. In business, that could mean a greater chance to make many people know what your company is up to. Even with or without your paid advertisements, you can still have ways to come out and be noticed.

One thing that can be so true why social media marketing clicks is that people by nature simply has the longing to connect or to belong. And social media networks have somehow given the answer to what people need. So with the social networks that abound on the internet, one can finally find a refuge even just temporarily. This is the reason why social media networks get bigger every day. And where people go, there can always be doors and windows for business opportunities. This must be your reason to try social media strategy for your business to work.