The Secret Hook: How To Engage and Keep Your Customers

You’ve probably heard that millenials and Gen Y as a whole is the “trophy generation,” meaning they think the mere act of participating in something should result in an award. Many grew up with teachers and coaches that gave them a trophy for virtually everything.  You may think of this as coddling or ridiculous, but businesses and higher education would benefit if they would stop fighting the “helicopter parent” mentality and show some appreciation not only to Gen Y, but to their customers as a whole.

Celebrities are the best at this. Take this scenario: Kim Kardashian will occasionally retweet a fan’s comment. Fan freaks out. Tells all her friends on Facebook & Twitter. However many friends that fan has, now knows about Kim Kardashian and is more likely to see who she is and what she does. Conveniently, there is a direct link to her new perfume on her Twitter profile. Coincidence? I think not.  That is the mark of a savvy businesswoman. By the simple act of recognition, her follower becomes an even more avid fan, and new followers may engage with her social media presence that might not have done so before.

You may be thinking that you’re not a celebrity, so obviously the same scenario couldn’t happen to you. I’ve got a few examples that would beg to differ, however.  This phenomenon is an example of a new trend in consumer behavior: recognition. They want to have their questions answered. Be featured on your social media pages. Thanked for sharing your posts. Feel like someone is paying attention to them period.

My definition of recognition is a little broader than the trophy concept. It’s showing your customer respect. Respect for their opinions, showing that you listen, and demonstrating that you act based on what you heard.

How do you show that you’re paying attention to your fans?

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Getting Out of a Twitter Rut and Generating Good Content

Anyone who knows me knows I LOVE Twitter. It’s a great tool that I find really useful for researching what’s going on in social media and career services (my two main areas of interest), but we can have a love/hate relationship sometimes. She is VERY high maintenance and requires a lot of attention.

Because of this, I really enjoyed reading this blog. It’s always good to go back and remind yourself “what’s my purpose?” Who is my audience? What am I trying to say?  It’s easy to get stuck in the mindframe of mindlessly sending out content just to get something out there.  To be considered active on Twitter, you should already be posting a minimum of 2-3 times a day if not more, so it is tempting to tweet just for the sake of tweeting.

If you’re starting to get tempted to do this, here’s what I recommend: 

  1. Start asking your followers what they would like more information on.
  2. Retweet (useful!) content your most interactive followers are posting.  This will help further build your relationship.
  3. Start commenting on other Twitter users’ posts in the meantime until you have an idea for new content.
  4. Google it! Tweet interesting articles, video or blogs.

This should be a good start to get you out of a Twitter rut.  Do you have any other ideas for tweets when you run out of original content?