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My 6 Essential Apps for Life

May 17, 2012 By 9 Comments

Ok, when I say life, I mean the kind of life I lead. A life that includes lots of marketing, content and a never ending supply of information. Hopefully you find this list useful. Please do feel free to add your suggestions in the comments.

Tweetbot

Platform – iPhone/iPad

It has taken me a long time to find a Twitter app that I really, really like. Then I found Tweetbot. I love it because it looks damn good but also uses touchscreen tech in a clever and genuinely helpful manner. Once you learn the various gestures, you’ll be zipping around your Twitter world faster than a trending topic. One thing that it does not let you do is schedule tweets, this would be a handy addition, but I believe it is something to do with server calls. Whatever they are. All in all a fantastic app that enhances the Twitter experience no end and very rarely breaks.

Reeder

Platform – iPhone/iPad

I don’t care what anyone says, RSS is still a brilliant way of getting your daily fix of blog posts delivered straight to your devices. I’ve been using Reeder for years and am likely to keep doing so for a long time. Its merits lie in simplicity and the fact that it always sinks across devices and the web. I have mine hooked up to my Google Reader list and it works like a dream. It allows you to easy share posts across the social web or send them to tools such as Evernote. I’m not sure it will ever be beaten.

The Tweetbot. Freaky.

Pocket

Platform – iPhone/iPad/Web/All

You know when you find a piece of content but just don’t have the time to read it? Well, Pocket (formerly Read it Later) allows you to save that piece of content (including video) to your own little Pocket of content that can be read at any time on pretty much any device. You don’t even need to have a web connection. One of the key features of Pocket is the fact that it is integrated with many of the apps you may use to read content in the first place. Oh, and it looks so fresh and so clean. Watch the video:

Evernote

Platform – iPhone/iPad/Web/All

Without Evernote, I’d be a mess. I write blog posts in it, get my thoughts and ideas down and even use it to collect web pages that I know I’ll refer to in the future. Everything it saves in the cloud, meaning you can access it from anywhere. If you pay to be a premium member, you can access your notebooks offline too. I know I sound like I’ve drank the Evernote Kool-Aid. That’s because I have.

Analytics Pro

Platform – iPhone/iPad

Google Analytics is the daddy, but I find it a little clunky when trying to use it on my iPhone/Pad. Analytics Pro is the perfect solution to this. It syncs up with all of your GA accounts, meaning you can keep an eye on your data will on the hop. It creates nice looking graphs and charts and holds all of the data you need to drive your extra-special insights. It does cost £5.99, but it is worth every penny.

Sprout Social

Platform – Web/iPhone/iPad

The Social Penguin Blog is an official partner of Sprout Social and it’s service we genuinely love. We wouldn’t partner with it if we didn’t! It is quite simply the best social media management dashboard out there. It does all the basics very well – monitoring, responding, scheduling etc, however it is the stunning reports it produces that keeps me going back. Beautiful, colourful reports that allow you to easily grasp growth, engagement and demographics. It hooks up with Twitter, Facebook, location apps and Google Analytics. Give it a go!

What apps are must haves for your life? Do share!

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Filed Under: Apps, Mobile Web, Social Media Skills, Technology Tagged With: ,

18 Million UK Consumers Have Used Social Media for Customer Service [STATS]

May 16, 2012 By 1 Comment

Well, its been some week for UK Twitter stats and that looks set to continue with the news that more than a third of  UK consumers have engaged with a brand/business/whatever via social media. That’s 36%. Pretty staggering actually. The raw facts:

This figure has doubled since since August 2011

  • 40% of people feel that social media improves customer service
  • 68% of those who engaged with a business via social media feel it has ‘helped them find their voice’
  • 65% feel it is a better way to deal with companies than call centres
  • It’s not just youngsters either, more than a quarter of the 55+ age group that responded have used social media for customer service

Time to Face Facts

Consumers are now expecting to be able to communicate with you via social media. You really need to consider it as part of your customer service options. Only fools rush in though. Check out our Social Media customer service posts.

Are you using social media platforms for customer service for your business? Has it improved customer relations? If you aren’t using it, what’s holding you back? Do tell in the comments section below!

(Thanks to Econsultancy Blog for the data for this post)

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Filed Under: Social Media Customer Service Tagged With: ,

Twitter Reveals Latest UK Usage Statistics

May 15, 2012 By Leave a Comment

The social web is awash today with facts and figures related to the usage of Twitter in the UK after Media Guardian released their handy report. In typical Penguin fashion, we’ll cut to the chase and hit ya’ll with the facts.

  • Twitter now has 10 million active users in the UK
  • 80% of those access Twitter via mobile devices – this is high when compared with the global average of 55%
  • The UK is 4th in the world in terms of users, behind the USA, Brazil and Japan
  • In general, 60% of users have contributed content to the network. By comparison, only 1% of YouTube users have ever uploaded a video. Not a great comparison as it takes a lot more work to create/upload a video versus adding an image to a tweet
  • 383 million account had been created worldwide up to the beginning of 2012, with about 1/3 of those based in the USA

So there you go, more stats for your armoury…

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Filed Under: Social Media Marketing, Social Media Stats, Twitter Marketing Tagged With: , ,

Friday Freak Out – LinkedIn Groups That Suck

May 11, 2012 By 2 Comments

I’m a member of 15 groups on LinkedIn. How many of those groups are worth spending any time in? One. Yes that’s uno, une, один and ett. LinkedIn brings together clever (and some not so clever) people from across industries, sectors and even geographical boundaries – this should lead to groups been full of great conversation and debate.

Why Is That One Group Worth Your Time?

The group I refer to is worth my while for a few simple reasons:

1 – It is full of people who are genuinely looking for interesting conversation.
2 – It is full of people who are truly helpful and eager to learn.
3 – The managers of the group take an active role in conversations, but also rule the group with an iron fist.

What Makes a Group Suck?

Again, pretty simple:

1 – If a group is full of people only looking to sell their services/snake oil it’s going to be as enjoyable as week in jail. A really nasty jail.
2 – Bad groups are full of spammers – it’s the responsibility of the group owners (and group members) to flush out any spammers. The great group I am referring to is particularly good at this.
3 – The group is full of links to content and nothing else. This is usually a sign of things being rather automated. Robots can be rubbish.

Should I Start a Group?

With anything in the social media ‘space’, you should only start a LinkedIn group if you know what you are looking to achieve from it and have the time to make it a worthwhile venture. A well-run group can give you the opportunity to connect with people you can learn from, but also gives you the chance to show of your smarts. Just don’t do it in nasty salesy type of way, or everyone will think you are a douchebag. And they are probably right. Kidding. Kind of. Rule the group with some hard rules around spam and sales pitches and you’ll go a long way to creating a place people want to be.

So, Are You Going to Tell us What This Great Group Is?

Yes, yes I am! But only if you promise to respect it and be a nice member of it. The group in question is the Marketing Over Coffee group. It is ran by the guys behind the podcast of the same name, which is a must-listen for all marketing buffs. It is presented by the rather clever John J. Wall and the new media visionary that is Christopher Penn. If you screw with their group, they will badly hurt you. Possible even maim. Ok, they won’t as they are lovely guys, but they will ban you quicker that a Madonna video in the 80s.

How do you find LinkedIn groups? Do you get value for them? Do you run a successful one? Let us know! I’m off to leave the other 14 groups that suck. You may also like – Friday Freak Out – Cold LinkedIn Requests.

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Filed Under: Friday Freak Outs Tagged With: , , , , ,

Why Students Must be Creating Their Own Content

May 10, 2012 By 4 Comments

Earlier today, I went back to my old University (Edinburgh Napier) to deliver a lecture. As I was sitting waiting to start, I realised how different the life of a marketing student must be now. I graduated in 2005 in to a world that was yet to see the impact and wide adoption of social media. From University I found myself in a number of roles, really getting my teeth in to social media in 2008. I made it my aim to learn as much as I could about the channel and it now represents a huge part of my skills and experience. You could say that I was in a fortunate position as I was in the right place at the right time. If I was a student today, I’d be striving to make the biggest possible impact online, way before I was graduating.

Why You Need to Be a Content Master

The CV is dead. A strong statement, however if I was looking to hire someone for a marketing position, their CV would be way down on my list of priorities. The first thing I would do is search for their name on Google. What am I looking for? At the very least, I want them to be on Twitter. That may sound a bit light-weight, however I believe being active on Twitter can teach someone so much about the fundamentals of social media for business. I also want to know that the person is keen to learn, connect with people and share their knowledge and opinion, so I’m going to look for an active presence. These activities can also teach you so much about person’s character and personality.

Most importantly however, I would want a person to show real ability when it comes to creating content. This doesn’t have to be anything staggering (obviously, the more creative the better!) but it must show me that the person is really on top of their game, striving to have the best possible knowledge of their field and of course, able add their own slant to it. This isn’t a test of their writing as such – people’s writing progresses quickly once they are in the world of work, it’s a test of their ability to create worthwhile and dare I say it ‘engaging’ content. Of course, this content doesn’t have to be written, it can be video or imagery based. It shows a real will to stand out from the crowd, and if students aren’t willing to take the time to do this, then they need to think long and hard about how they are going to make an impression in a highly competitive market.

Don't be a dumbass, get creating!

Not Just About the Content

The creation of great content is all well and good, however the delivery of it is also very very important. If a student is running a blog using the likes of WordPress, I want to see that their posts are well formatted, use imagery and have calls to action throughout. The blog should have the appropriate level of widgets, sharing options, SEO built throughout and of course look good on the eye. Achieving all of this shows that the person can grasp the more technical aspects of a platform and will not need to have their hand-held.

Spreading Their Work

Getting eyes on your content can be tough. But with use of the right social platforms and a bit of graft and persistence, the content in question will start to make an impact. As long as it is useful, thought provoking or even controversial. I’d be keen to see a student using the plethora of social media platforms to good effect, all with the purpose of raising their profile and getting people bought-in to their thoughts. After all, if social media is going to be a part of this person’s role, that is exactly what they may well be doing for their clients.

Stand Up and Out From the Crowd

The social web has meant that students now have the chance to make a name for themselves way before they even graduate. Above all, consistently creating content and using the platforms will show an employer that you are willing to graft and learn. Go forth and prosper!

Are you a student creating great content? Do point us in the direction of it in the comments sections below. Are you an employer who looks for a bit of invention and social media smarts from a potential employee? Am I missing the mark? Do tell.

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Filed Under: Social Media Jobs Tagged With: , , , ,

How to Deal With Online Reviews

May 8, 2012 By Leave a Comment

Image credit - freedigitalphotos.net

Let’s face it, online reviews are a staple now. Often times, if you Google a storefront business, apartment rental company, or service industry company, the first page is bound to turn up review results. Be it from Google Places, Yelp, Apartment Ratings or others, people are taking the recommendations of others to judge your business. What previously would have been only local word of mouth is now quite possibly the first thing prospective customers will see representing your business. If someone searches “Your business name reviews,” it is highly likely that the reviews will even show up before your own website’s listing in the results, depending on the depth of your SEO. If you fall into the category of a company that has a customer base of raving fans, this will certainly only help you. If you are a company that has inadvertently provided poor experiences to some very vocal customers, this could potentially stave off new customers, even if those few instances do not reflect the typical experience of your customers. So what do you do? You make your presence known and join in that conversation! Let’s talk tips on responding to online reviews. The slow, painful decline from red to yellow: 

Responding to bad reviews

Don’t over react! How you handle bad reviews and criticism is crucial, but is also the toughest part. Someone is criticizing your life’s work, your passion, your well-thought business practices, and that can hurt. You can NOT, however, get into a screaming match online. If you can’t step back and look at the situation objectively, get someone else to handle the responses for you. This is especially important if the response has to be public (which is the case for all Google Places reviews and some user-designated Yelp reviews). Arguing online never gets anyone to a better place, EVER. You WILL indefinitely come out looking like the bad guy. Remember, people are checking these reviews because they aren’t familiar with your business, and they will inevitably side with other customers. Humble yourself, thank the customer for visiting and reviewing, and try to reel them back in. With the ability to post reviews via mobile devices, they may have hastily posted a review in the heat of the moment. Perhaps with some reflection and your calm response, they may change or remove their review entirely. Even if they don’t, you’ve shown that you care enough to make the effort, and that goes a long way in the eyes of someone who knows nothing about your business.

Responding to good reviews

Don’t ignore them! Sure, you may be thinking, “It’s already good, why do I need to do anything else?” This is where many business owners go wrong. These good reviewers are your fan club, your brand advocates, and they ought to be commended. They didn’t have to go online and tell everyone how great of an experience they had. In fact, many people don’t. Many simply expect to have good experiences and don’t feel the need to boast about them. So few businesses respond to good reviews that people are shocked when you do. Literally. I’ve seen so many people come back with “Wow. It’s so awesome to see a business owner who actually cares what people think. I’ll definitely be back now!” And that, my friends, is good old fashioned loyalty. Most reviewers just want to be heard, so stroke that ego a little. It can pay off.

Compensation

Don’t make it your first line of defense! Often times, the knee jerk reaction to bad reviews is to give something for free. I say don’t do this unless you absolutely have to. Refer back to two things I just mentioned.

1. People sometimes write reviews in the heat of the moment.

2. People often just want to be heard.

Responding to a negative review and asking the customer to give you another opportunity to WOW them can sometimes be enough to encourage another chance. Feel customers out. After an initial response, if they are still hesitant, then perhaps offer something. However, if in their review they specifically state that they would never come back to this establishment or never do business with you again, you may try upping the ante right off the bat. Most importantly, ask the customer to revise their review to reflect their new experience if they do in fact give you a second chance.

Working with Yelp’s filtering system

It’s like trying to find sasquatch riding a unicorn over a pot of gold at the end of the rainbow. I’ve yet to meet anyone who completely understands the secret sauce to Yelp’s filtration system. Some reviews that get filtered are obvious. Things like “posted by the business owner” or “violates terms” make sense. Sometimes, however, completely legitimate reviews from completely legitimate customers get filtered, and it sometimes seems the reason is lack of engagement with Yelp itself. There’s a great article here that offers up some tips on ways to potentially get around Yelp’s system and get some of the good reviews to be unfiltered. The thing about filtered reviews is that they don’t count toward your overall rating. If you have 2 good reviews and 10 terrible reviews showing up, with 8 more good reviews filtered, your rating is awful, even though you have 8 completely legitimate customers who gave you great reviews.

The most important part is that you are engaging with your customers and being part of the conversation. Be sure that you’ve claimed your business on Yelp and Google Places, engage users online and encourage those that visit you or use your services to give you a review. People are going to talk about your business, so you might as well be part of the conversation. The downside is that this can be very time consuming. At Main Street Hub, we can help you with online reviews and work to get your online reputation back to where it belongs by responding to reviews and working to help you get filtered reviews to show up. This is just one of the services that we offer. Check out our website for more information. Right now, U.S businesses only.


What are your experiences with online reviews? Any horror or success stories? Anything else you’d add to the list above? Chime in below!

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Filed Under: Consumer Opinion, Digital Marketing, Guest Blogging, Local Focus, Online Measurement, Social Media Marketing Tagged With: , , , , ,

Is Amen The Future of Consumer Opinion Gathering? (Apps)

May 7, 2012 By Leave a Comment

Take a look at Twitter at any given moment and you will see vast amounts of people sharing their opinions on everything from the latest celeb gossip, to the pizza they’ve just eaten. This is all well and good, but it can be hard to pull this opinion together and also to gauge the reaction from others to said opinion. Well, a new iPhone app called Amen may well be the answer. Amen works on a very simple premise – it allows you to give an opinion on anything and share it with other Amen users and of course, key social media platforms such as Facebook and Twitter. Once an opinion has been posted, the community can then ‘Amen’ (endorse) the opinion or give it a big fat ‘Hell No!’ if they believe the opinion to be wrong. If the user contests the opinion, they can also suggest an alternative.

Looking Good!

The mechanics of this application are very simple and this is augmented by a pretty sexy (yes, I said sexy!) interface:

Starting the opinion giving process...

The app will search for possible for entries for each of the sections you have to fill in, however, if it doesn’t find anything, you can add your own:

Our biased opinion of course!

Once you have created your opinion, it’s very easy to share it with your peeps over on Facebook and Twitter. Browsing and inputting to other people’s opinions is a simple and enjoyable:

Users can add photos to their opinions too.

A Potential Opportunity/Threat for Brands?

Amen is in its early stages, however with peer recommendations being such an important factor in the consumer decision process, apps like this may well play a part in the consideration process for an eager consumer. I wonder if Amen may start to use the data from within the app to create charts of the products, services etc that are getting the most positive (and negative!) feedback? One to watch for sure!

Are you using Amen? Enjoying the experience?

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Filed Under: Apps Tagged With: , , ,

The Truth About Peer Recommendations

May 3, 2012 By Leave a Comment

If you have been getting friendly with the likes of Klout Perks, Yelp and BzzAgent then you’ve likely noticed that there is some serious swag you can get your hands on these days (and I don’t just mean landing a job). But is this just internet’s way of saying “I Love You” or is there a less touching force at play?

BzzAgent describes their process as the chance to try “cool new products, share deals with friends and influence top brands.” But actually it’s your network that is being influence by your promotional efforts, not the brand. Facebook has made a pretty good business from your influence with their “Sponsored Stories” advertising program.

From Facebook Sponsored Stories

Your Facebook activity and corresponding influence is a hot commodity. But as most of us have heard at this point, if you’re not paying for the product then you are the product! And that is certainly true with the content you publish online.

Free is good, right?

Privacy issues aside, if you’re being rewarded with a free product or service then surely it’s you’re the one getting the most benefit out of the transaction, right? Sadly no. Peer recommendations are the most effective form of marketing*, far more effective than print, TV or online marketing. And harnessing peer recommendations, likes, pluses and shares on social sites is big business. Though the majority of marketing budgets are still being spent on TV and print, there is a noticeable shift towards platforms with social integration. Trust in traditional marketing has fallen so drastically in the last decade that it only a matter of time until marketers figured out what to replace it with. Ever notice how keen Starbucks is to give you access to free wifi while they’re “rewarding” you for being such a lovely customer?

I like giving reviews!

If you like giving your opinion but would like to maintain more control over your influence then stick to sites like Yelp and Trip Advisor where you have plenty of space to give your what for and the reviews can remain as anonymous as you would like.

*Ninety-two percent of consumers around the world say they trust earned media, such as word-of-mouth and recommendations from friends and family, above all other forms of advertising (SOURCE: Nielson “Global Consumers’ Trust in ‘Earned’ Advertising Grows in Importance” 

Image credit – www.bzzagent.co.uk/

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Filed Under: Consumer Opinion, Klout, Social Media Influence, Social Media Marketing Tagged With: , , , , , ,

Can Weathermob Use the Crowd to Deliver Accurate Weather Forecasts? (Apps)

May 2, 2012 By 2 Comments

Weathermob is a new weather forecasting application for iOS. Doesn’t sound particularly ground breaking does it? Well, Weathermob is different – it wants you to be the weatherman/woman. The app allows you to create a weather report while on the go, meaning you can let other users know the situation within your geo-location at any time. Why would you bother, I hear you ask? For a start, the app is beautiful to look at and it is actually good fun. It is also pretty social, you set up your profile and people can follow (including people within your immediate locale) and comment on your reports.

Simple Interface

Creating a report is very easy, using an interface not unlike a slot machine roller…

You can also add custom text to your report, a photo and even a video.

Once you have compiled your report, it looks like this (assuming you’ve added a photo).

Pretty huh?

Not Just About the Crowd

Anything that is crowd-sourced depends on people’s attention being maintained and a constant flow of updates. My thoughts are that the long term viability of this app will depend on the success of the social side of the experience and also the user’s willingness to share their reports across other social platforms, as that may well be the action that alerts other people the existence of the app in the first place. The app doesn’t only rely on enthusiastic citizen weather people, it holds data for the majority of the planet, and again this is represented in a very visually satisfying manner.

What do You Think?

Are you likely to use Weathermob to send micro weather reports? Maybe you are experiencing app/social platform overload? Do tell…

You can download the app here.

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Filed Under: Apps Tagged With: , ,

5 Social Media Objections and How to Beat Them

May 1, 2012 By 2 Comments

This post first appeared on my slot over on the great Sprout Insights blog.

Have you ever tried to convince a business owner, or someone in a senior position at your company/employer about the merits of using social media as part of a marketing and communications mix? If the answer to that question is yes, I can bet that you came up against one of the objections below! Being able to counteract those objections is a great weapon to have in the quest for social media adoption – this post will help.

1 – ‘I don’t want to open up our business to negativity’

Ah, that old chestnut! A business should be committed to delivering the best possible experience and service to its customers. Yes, actively using social media platforms may well give people the opportunity to tell you about a less than flattering issue, however, wouldn’t you rather know about that issue? From experience, I know that many modern consumers won’t bother to make a complaint via ‘traditional’ routes such as telephone or email – they want to be able to make a quick connection via Twitter, Facebook etc. Give them the tools to be able to do that. Being active in social media is a fantastic way to uncover insight and opinion with regards to your business. If you have the right processes in place, you can take a negative experience and turn it into a positive one, all via social media. Who knows, that may even lead to a future purchase or a retained customer. Cool huh?

2 – ‘We don’t have anything to say’

I’ve heard this one time and time again and each time, I’ve managed to uncover a number of things that could be used as the basis of impactful content. A few years ago, when businesses really started to adopt social media, many of them used it as an opportunity to give a sneak peak behind the scenes of their company. This is becoming less and less common now and I can’t understand why. Focus on the people that make things happen at your business and you add a human edge to your brand. Share pics of them doing what they do best, interview them, allow them to be the voice of your organisation (with some structure!) and before you know it you are saying a lot! Product news, competitions, polls, live Q&As etc are all simple ways to create meaningful content, or opportunites for your audience to open up a dialogue with you. After all, this isn’t all about you talking! It’s called social media for a reason.

3 – ‘We don’t have time’

Does the business in question have people within it that take care of customer service? Perhaps they take phone calls, respond to emails or even letters (remember those?). Is their time as efficient as possible? I’ve worked with a company to train their customer service staff in the use of Twitter. Now those staff respond to queries and issues in-between calls and email responses. This approach ensures the business is using staff who live and breath customer service and are at the heart of social media efforts, but also alleviates the need to have dedicated social staff. In an ideal world a business would have people with the sole purpose of delivering service via the social media platforms, however that is an understandable step too far for many businesses.

4 – ‘Social Networks are for Kids’

Wrong! Take a look at these charts from the guys at Kiss Metrics and take in to consideration the age breakdown of Facebook and Twitter users.

Facebook Users By Age (via Kiss Metrics)

Twitter Usage by Age (via Kiss Metrics)

Armed with those stats, you can’t go wrong!

5 – ‘We Can’t Prove It’s Working’

The ROI (Return on Investment) from social media question is one that is failing to go away. The web is full of debates around the subject and it would be a waste of pixels for me to spend too much time giving advice on this issue. However, if I can give one piece of advice, it would be that the thinking must move away from the ‘bottom line’. Yes social media can effect sales and revenue (and ultimately should do if done well) however getting hung up on that is the reason that may social media strategies fall by the wayside at an early stage. Shift thinking to customer retention, sentiment increase, queries answered versus pre-social media introduction, product feedback and advocate creation and you are well on the way to have a nice round ROI picture. For more on this, read ‘Social Media Isn’t Free, But It’s Worth It’.

There are many other objections out there! What have you been stared down with when trying to make people understand the importance and power of social media? Have you been successful in changing those views? Please do tell us in the comments below.

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Filed Under: Social Media Marketing Tagged With: , ,