Connecting with Customers: Mack Collier SRO

A SERIES in the quest to know more about the offline world

Part 3 in (what is now) a 4-Part Interview with Mack Collier

Last Wednesday we continued the a conversation with Mack Collier about connecting with new customers. The interview has been so popular that I’ve asked Mack to return for a few more questions and answers.

Hi Mack! Thanks for agreeing to talk some more!
Could you bring us back to a description of your typical client?

Right now it’s mainly small businesses. But have also noticed some corporations aren’t ready to put plans in action, but want to get some general Social Media 101 advice. Am also noticing that now most of the clients I come in contact with already have blogs and need help with them, instead of needing to know how to get started blogging.

Many people get a mindset that the Internet is one thing and offline is another. How do you fit social media into the whole of a marketing mix?

Here’s an example I use alot; if you sell anything online, then why wouldn’t you want to better connect with and communicate with your online customers? Social media can help you do that. Now if you run a auto repair shop, you might not even have a website. But if you do any business online, then you have customers online that you can better connect with via social media.

What is the most natural first small step for most companies to take? If you’re getting someone to ramp up slowly, what’s the first thing you suggest they do to learn the culture and why that?

I always advise clients to start monitoring the existing conversations. Figure out first what is being said online about your business. And I will show companies conversations that happened maybe last year, and ask them to think about how that exchange (especially if it was negative) could have been different if the company would have responded. When you know what is being said about your business online, then you can respond. Doing so makes you more comfortable with the space as a whole. Which makes it easier to start blogging and using other social sites/tools.

. . . More on Wednesday — We’ll talk tools, timelines, and clear results!

Thanks, Mack!

–ME “Liz” Strauss
Work with Liz!!