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Tag: Social Media

What Does A PR Agency Do? Furniture Industry Social Media Campaign

June 27, 2012January 31, 2023 Josephine ButlerAwards, Blog, Case Studies, Furniture PR, Marketing, Public Relations, Raleigh PR Agency, Social Media + Influencer Engagementawards, engagement, Facebook, InSpire Awards, measurement, NCPRSA, North Carolina Public Relations Society of America, PR case studies, PR case study, Social Media, social network, Thomasville Furniture1 Comment on What Does A PR Agency Do? Furniture Industry Social Media Campaign

People commonly ask us what a PR agency does. We thought the best way to answer that question would be to share case studies from our work that was recently recognized at the North Carolina chapter of the Public Relations Society of America’s (NCPRSA) InSpire Awards. Clairemont won 14 InSpire Awards, and we hope that this “Award Winning Wednesday” blog series will inspire you, too!

Client: Thomasville Furniture, established in 1904 and a leading name in the home furnishings industry.

Objective:  Manage the Thomasville Facebook page. Based on our research and several meetings with Thomasville executives, the Clairemont team identified the following objectives:

  • Boost overall interactions on the Facebook page, with special emphasis on increasing interactions among 18 to 34-year-olds by 5 percent.
  • Increase the number of likes on the page by 100 percent

Execution: Research provided insights on existing customers and younger consumers, including media consumption preferences. Focus groups revealed that younger consumers often see Thomasville’s furniture as special occasion furnishings, while they seek everyday furniture (of course, we know that Thomasville is very fun and fashion-forward these days!). Clairemont also evaluated social media networks and confirmed Facebook’s significant potential as Thomasville’s primary customer engagement channel.

We focused creative content in the following areas:

  • Interior Design: To position Thomasville as the fashionable brand that we know it to be, we shared ideas from shelter magazines, such as Elle Décor and House Beautiful. We uploaded product photography featuring new collections designed for a young demographic and shared decorating tips via professionally produced videos. Our chatter posts got fans talking and sharing their own interior design ideas, too.
  • Sweepstakes: Recognizing the traffic-driving power of sweepstakes, Clairemont generated steady fan engagement with giveaways throughout the year. The Best Bridal Shower Gift Ever Giveaway targeted 18 to 34-year-olds by awarding a bedroom suite as a wedding gift to a young couple. Our Best Seat in the House Giveaway earned more than 1,900 content likes, posts and comments, as fans couldn’t resist the chance to show off photos of their beloved pets. With a prize of a new sofa, our 1 Sofa 4 Looks Giveaway increased page likes by 13,767 alone. Along with additional giveaways such as the Bright Idea; Backyard Barbeque; No Tricks, Just Treats; Thanksgiving Dinner Disasters (with many hilarious accounts of Thanksgiving dinners gone wrong); and Stocking Stuffer giveaways, the Clairemont team successfully raised the fan count and interactions on the page.
  • Customer Relations: Because it’s our policy to allow fans to have a voice, when questions or complaints were posted, we worked closely with Thomasville’s corporate customer service team to provide quick responses instead of deleting or ignoring negative posts.

Results: Thomasville’s fan base on Facebook increased from 11,249 to 31,256, approximately a 178 percent increase from 2010, and we boosted weekly interactions from 2,964 to 7,571, a 155 percent increase. Additionally, we increased the number of 18 to 34-year-old fans from 20 percent of the fan base to 30 percent, exceeding our goal of a 5 percent increase. Based on the success of 2011, Thomasville has retained Clairemont to continue to manage its page on Facebook in 2012.

What did you think of this social media case study? Was it helpful? Have questions? We’ve got answers!

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My First 30 Days at a Raleigh PR Agency: Day 20

June 26, 2012January 31, 2023 Margot HorganBlog, Entry-Level PR Job, Marketing, Social Media + Influencer Engagemententry-level PR job, entry-level PR position, Pinterest, PR, Public Relations, Raleigh PR Agency, Social Media1 Comment on My First 30 Days at a Raleigh PR Agency: Day 20

I love Pinterest, and this infographic from a recent PR Daily article was too good not to share. Did you know that by the end of the year, Pinterest will contribute roughly 40 percent of all social media driven purchases (Facebook will control about 60 percent, and Twitter will become virtually insignificant.), or that buyers from Pinterest are 10 percent more likely to purchase and will spend, on average, 10 percent more than users from other social media sites?

With Pinterest’s popularity still on the rise, and its future still unknown (especially in regards to advertising), we are keeping a close eye on the pinning site here at Clairemont, because numbers like these are hard to ignore! This infographic from PR Daily gives a great breakdown of Pinterest’s current, and possibly future, clout, and reinforces that Pinterest really is a site to continue to watch.

 

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My First 30 Days at a Raleigh PR Agency: Day 17

June 21, 2012January 31, 2023 Margot HorganBlog, Entry-Level PR Job, Social Media + Influencer Engagemententry-level PR job, entry-level PR position, Marketing, PRSA, Raleigh PR Agency, Raleigh Public Relations Agency, Social Media

This month, the North Carolina Chapter of the Public Relations Society of America (NCPRSA) hosted a monthly professional development luncheon featuring a presentation by guest speaker Natalia Flores on the topic, Social Media Engagement Begins Offline: A Corporate Case Study in Building Successful Relationships in Latin America.

Flores, who has spent nearly a decade as a public relations marketing professional developing communications strategies for the U.S., U.S. Hispanic and Latin American markets, currently serves as a director at a public relations agency in Charlotte. Throughout her career, her clients have included VMware, Samsung, MasterCard Worldwide, SAP, Office Depot, Latin GRAMMYs and Batanga.

For the luncheon, Flores presented a case study about her client, Samsung, and the launch of its new product, the Samsung Galaxy Note, last year in Peru. Focusing on the fact that many businesses forget about offline interaction when using social media, Flores shared this video of the product launch and how her client used both offline and online interaction to promote the product:

http://www.youtube.com/watch?v=jOuVJhJO6Q0

Promoted online but acted out offline, the Samsung launch proved that the offline and online engagement are very much interrelated and should be used together. Instead of writing on the Samsung Facebook Page, “Buy the new Samsung Galaxy Note,” “Click here to see a video of the Samsung Galaxy Note,” or “Have you seen our new product the Samsung Galaxy Note?” Samsung promoted its product by encouraging fans to attend an offline event at a popular mall, where fans could use, interact and play with the new product.

Wanting to highlight the product’s easy-to-use stylist, Samsung hired local artists to create caricature drawings of participating fans and mall-goers. Fans could turn these pictures into buttons, t-shirts, etc., and in addition, photos were uploaded to the Facebook page, where fans could then tag, share and like their pictures.

In conjunction with this event, product sales increased, the fan base on Facebook grew and across social media platforms, fans tweeted, shared, posted and liked their drawings. Media coverage was high, and similar campaigns took place across Latin America and the Caribbean. Overall, it was a success!

So, what message did Flores want us to get out of this case study? Building relationships online starts offline. Just because you are on Facebook or Twitter doesn’t mean that you cannot engage with fans and followers offline. Use social media to become a resource for your fans, reward them for their loyalty and be more than just a computer or machine constantly pushing sales and promotions. Add human appeal to your postings and don’t be afraid to engage with fans offline. Having that face-to-face interaction offline is just as valuable to your social media strategy as writing Facebook posts or tweets.

Interested in learning more about this case study? Contact Natalia Flores at natalia@fusioncomminc.com or @curlygnat for a copy of her presentation, or come to the 2012 NCPRSA PR & Marketing Seminar November 15, where Flores will be guest-speaking.

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More Advice on How to Create Effective Facebook Advertisements

June 21, 2012January 31, 2023 Josephine ButlerBlog, Marketing, Public Relations, Social Media + Influencer Engagementads, advertising, auction, best practices, cost per click, cost per thousand impressions, CPC, CPM, Facebook, Google ads, how to create Facebook ads, HubSpot, Social Media, social network, social networking, social proof, social proofing, Sponsored Stories
Thanks, HubSpot, for the great read!

In addition to my recent blog post, Does Facebook Advertising Really Work?, where I share advice that I learned from my friends over at Webtrends and Social Fresh, I wanted to share a few more best practices with you. While creating Facebook ads may not be rocket science, there certainly are a few tips and tricks that will help to maximize results while minimizing costs.

In an e-book entitled “Create Epic Facebook Ads,” experts over at HubSpot share some great ideas on how to use Facebook advertising for lead generation. While a lot of their advice was very similar to what I shared in my last post, I wanted to touch on some things that I wasn’t able to the first time around.

Before we dive in, let’s toot the Facebook advertising horn. The social networking site provides one of the most targeted advertising opportunities out there today. Did you know that projections have forecast that Facebook’s ad revenue for 2011 may have been around $2.5 billion? Yowzers! Now that we’ve got that out of the way, let’s talk a little bit about how it works.

Like Google ads, Facebook ad pricing works on an auction system. You’re essentially bidding on likes and peoples’ interests. This allows you to be as narrow or as broad as you’d like. Pricing can vary by how small or large your audience is, and yes, you guessed it — the more narrow the search, the more expensive the click.

There’s also another relatively new form of Facebook advertising out there: Sponsored Stories. These stories enable you to advertise an individual’s action. For instance, if one of your friends likes Clairemont Communications on Facebook, we can pay for it to appear alongside your newsfeed. Pretty rockin’, eh? This phenomenon, known as social proofing, is arguably the most valuable form of advertising on Facebook and can also be less expensive.

Now that we’ve covered the basics. We’d also like to share a few tips with you.

  1. Split-test your ads! It can be tough to figure out what strategy works best for your Facebook ads (it can vary from client to client, product to product, person to person). That’s why it’s important to measure what’s working, while it’s working. Remember to stay true to principles you learned in seventh grade science class, like changing only one variable at a time and keeping similar ad conditions.
  2. When you are setting up an ad, make sure to check the box next to “Show stories about people interacting with this Page with my ad.” Remember what we said about social proofing?
  3. Did you know that questions make great ad titles?
  4. Images of people tend to convert better than logos do.
  5. Don’t narrow your target to less than 20,000 unless it’s a special circumstance. That’s because Facebook will reward you with cheaper clicks when you get more clicks on your ads. May the odds be ever in your favor (and this tip should help)!
  6. Target friends of fans. You’re automatically building in the social proof factor, as ads will usually say something like this at the bottom: “Josephine Butler likes this.”
  7. Start your ads with a CPC (cost per click) bid. It’s usually cheaper than CPM (cost per thousand impressions). Facebook will do the math for you in your campaign report, so you can see which option is cheaper and make the switch, if needed.
  8. Always start your bid at the suggested bid or even higher. If you don’t bid high enough, your ad will never been seen (or maybe only three times around 4 a.m.).
  9. Don’t ignore demographics! The beautiful report Facebook will conjure up for you can come in handy, big time! By viewing your report, you’ll be able to get an idea of who is clicking on your ads, offering major target audience insight.

How’d you like this second round of tips? Did you find them helpful? Remember that while Facebook ads can be extremely effective, they should be only one part of a larger, more comprehensive social media strategy — and we can help you with that!

Have any questions for us? We’ve got answers!

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My First 30 Days at a Raleigh PR Agency: Days 14 and 15

June 19, 2012January 31, 2023 Margot HorganBlog, Entry-Level PR Job, Social Media + Influencer EngagementCustomer Service, entry-level PR job, entry-level PR position, Raleigh PR Agency, Raleigh Public Relations Agency, Social Media1 Comment on My First 30 Days at a Raleigh PR Agency: Days 14 and 15

Working with B2C clients often means working with actual customers to resolve customer service issues. This can be a difficult situation, but in the long run, working through an issue with a customer can not only fix the problem — it can make that individual an advocate for your brand.

With the advent of more and more businesses on social media, tools like Facebook, Twitter, Yelp and many others have created just another medium where businesses have the ability to interact with their customers and confront customer service issues.

When businesses respond to issues, listen to their customers and genuinely want to make a great experience for them, social media can be a huge asset. But, for companies like Netflix (we all remember the debacle of summer/fall 2011), social media can be a nightmare if you misuse it and refuse to listen to complaints.

Customers lashed out at Netflix on Facebook when the company announced it would be separating its services.

Delivering great customer service doesn’t have to be a nightmare, though. Brands like Nordstrom have built their empire on doing just that – providing unparalleled customer service. It makes customers happy, and, in turn, creates loyal repeat customers who advocate for the brand.

According to Tony Hsieh, CEO of Zappos, providing great customer service means he doesn’t have to spend as much money on marketing and advertising – his happy customers are his marketing (just ask Dana!). In his book, Delivering Happiness: A Path to Profits, Passion and Purpose, Hsieh writes about his journey to discovering that customer service should be the foundation for any successful brand. (If you haven’t read his book, I would highly suggest it! It is my favorite nonfiction read.)

http://www.deliveringhappiness.com/

Just from examining the examples above, one could make the argument that customer service is a quality that could propel a brand forward (i.e., Nordstrom and Zappos), or severely damage it (Netflix). Knowing how to listen to complaints and work with customers, especially with the help of social media, is a tremendous opportunity for businesses, and one that should not be overlooked.

What are your opinions on this? Has anyone encountered any great customer service that has made you a lifetime customer?

 

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