Social media marketing feels like a universal solution. Sales not strong enough? Create a Facebook page. Engagement not high enough? Write more tweets. Profile not big enough? Run a campaign that targets influencers.
Whatever your business…whatever you are selling, pull the levers in the social media machine and you should find more money rolling out the other end. Right? Well, ahem….
It Ain't Easy
Business is never that easy, and consumers do not all behave in the same way. Beyond, a digital marketing firm, has been working with a number of partners to examine different kinds of social consumers and how they buy. One notable conclusion is that how a customer researches a product — and what leads them to buy it — depends largely on the type of product they are purchasing.
Travel, for example, tends to be booked after looking through a search engine. For cars and electronics, customers are more likely to head straight for the brand’s website. Fashion items will be picked up through online ads. Baby products will be reached through Facebook, music through YouTube, and restaurants through FourSquare.
It is All Intuitive Stuff.
When you are making a big purchase of a complex item — like a car or a digital SLR — you want to know as much about it as possible. You want to use the site’s 360 degree animated images to look the item over as though you were sitting in it or holding it, and you want to examine all the features listed and understand exactly what the product can do.
Travel is a hugely competitive industry with deals that change all the time and provides a range of different ways of delivering the same result through different routes and an assortment of hotels and places to stay. The best way to get the latest and most up-to-date information is by checking search engines.
And when you are looking for something as simple but as important baby products, trust is the most important factor — and that is delivered from the friends and contacts on social media sites.
Who is Social Media Good For?
So does that mean only companies with products with mass appeal and which sell on safety and reliability need to use social media?
Certainly not. Customers do not just look for recommendations for baby products on Facebook. They also look for music on the site, as well as beauty products, fashion items and restaurants. They also review electronics on YouTube, as well as on Twitter, and search for kitchen appliances.
In short, the path from interest to purchase is never straight and includes stops at a number of different stations. A buyer might gather information about a new pushchair from the brand’s site, for example, before asking friends on Facebook whether anyone has used it and can recommend it.
For sellers, that makes understanding customer behavior vital. You need to know what your customers are doing when they reach social media sites, what information they are looking for, and — most importantly — what are the triggers that encourage them to make their final buying decision.
It Used to be Easy, But....
You want to make sure that your sales funnel, even as it crosses media from websites through YouTube to Twitter, delivers all the knowledge the lead needs to give you a sale. Is it possible to discover this path? One of the great characteristics of social media marketing is that it can be analyzed in detail...a great opportunity to spend marketing money judiciously.
I forgot to wish everyone a successful Christmas. Please!



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