Online connections can build customer base
Jacksonville Business Journal – by Dolly Penland Correspondent
Many people get most of their information from the Internet, especially when planning to buy products or services. Consumers want solid product information rather than responding to traditional marketing techniques. However, one thing that hasn’t changed over the years is the value of advice and recommendations from friends before buying.
One way companies can find those most interested in their offerings and provide the information they want is to make customers into friends through social networking sites such as Myspace or Facebook.
“In the past, with traditional media, advertisers would just dominate the market by pushing their message through as many outlets as possible: TV, radio, newsprint, whereas now the buyer has control,” said Shawn Welk, director of new media at Interchanges.com. One technique the company calls “social droving” involves identifying and inviting likely “friends.”
Because many buyers avoid any hint of a hard sell, those who join a company’s network presumably have a genuine interest in the product. “You invite them to be part of the network and they choose to be part of that network,” said Welk, who works with businesses on social marketing strategies. “They can stay with you or opt out” at a later date.
Businesses and other groups can create networks of friends. “It allows for more information without being bombarded with heavy sales tactics,” Welk said. Businesses “use it as an information tool, to send information to prospective customers.”
Social networking won’t guarantee a sale, but it does give companies another channel to pass on information.
“Traditionally, Volvo and VW customers e-mail or call,” said Dennis Walters, Internet sales and marketing manager at O’Steen Automotive Group, which has two sites, www.myspace.com/livevolvo and www.myspace.com/vwdubclub. With computer-savvy clients, “I find them on Myspace and become friends only. They have to accept when they see [the friend request], and they say, ‘That’s the guy I talked to when I went down there or e-mailed.’ It actually works out a lot better.”
Businesses can market to friends via bulletins, blogs or comments. That information can range from offered specials to simple product updates.
“I don’t use Myspace as a sales tool,” Walters said. “I use it as a way to keep in touch, a contact tool to let them know if we’re having free car washes, or new accessories come in, or if we’re looking for certain trade-in cars, or an event going on. We use it as a communication tool more than anything else.”
Walters said being a friend, not a salesman pushing a product, pays off. “I’m getting a very favorable response. Several customers have bought from me [who are] friends.”
Social networking isn’t yet a stand-alone marketing tool, but rather a complement to a standard advertising campaign. “You can never get rid of television advertising, the radio advertising or even the newspaper advertising,” Walters said.
However, social networking offers a chance to target the most desirable prospects. “Our demographic for Volvo and VW are highly educated and 95 percent of [these car] buyers have broadband in their homes. They’re very Internet-savvy. If your demographic is an educated, Internet-savvy customer, go and advertise where the customers are going to be.”
Social networks also help raise brand awareness, whether for companies or other groups, such as nonprofits.
That’s why Caitlin Brunell decided in November to add a Myspace page,www.myspace.com/caitlinscloset, for her charity Caitlin’s Closet. Founded in 1996, the nonprofit collects new and gently worn ball gowns and donates them to girls who otherwise would not get to go to a prom or other formal function for lack of a dress.
“When it started, it was, ‘We’ll see how many dresses we can get and figure out how we can give them out.’ Now, it’s, ‘Where can we store them all?’ ” said Stacy Brunell, Caitlin’s mom.
The Brunells are getting as involved with their Myspace communities as with the real-life communities in which they live and work. Stacy’s husband and former Jacksonville Jaguars quarterback, Mark, uses his Myspace page to draw friends’ attention to The Brunell Family Foundation, but he also has given the page more personal attention. For example, his social networking friends were the first to find out that he had signed with the New Orleans Saints for the upcoming season.
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