Nostalgia enabled by social media platforms

Shell Facebook Banner

Nostalgia has definitely made it’s way back into retail marketing, but it is also making an impression in other industries as well, with social media facilitating nostalgic brand and marketing strategies.

As Shell fast approaches five million followers, today it’s Facebook banner features a nostalgic 1960/70’s image. Even as the brand talks innovation, a high-tech future and advanced technologies, the old Shell station resonates with thousands of Facebook followers liking and sharing the picture.

Brand nostalgia is not a mutually exclusive strategy, as proven by Coca-Cola time and time again. Social media now provides several unique platforms to marry nostalgia with other seemingly divergent strategies as refreshing (excuse the pun) and social engaging content.

Note the branding is consistent over the years, the Shell logo from back then is still representing the company today, creating continuity.

As we speak, social media marketing teams are raiding their corporate museums, archives and googling for “cool” retro images to fit in to their current brand strategies. Social media provides a ready tool for the quick, low cost, distribution of historical images allowing fans and followers to further engage with fond memories, simpler times (pre-social media) when the brand was with them.

Have you looked at your retro photos yet?

Storify: the Telstra 2013 Australian Digital Summit

On Tuesday Telstra hosted the 2013 Australian Digital Summit in Melbourne, social media and the #DigitalSummit hashtag went into overdrive.

Tools, strategies, innovations and techniques are constantly evolving in the digital space.

Storify.com

If you have not seen Storify before, please take a look at what it does here and also check out our story as a resource to catch up on what you may have missed at the Digital Summit!Today we spent about an hour using “Storify” to create a record of the #socialmedia chatter that surrounded the hashtag #DigitalSummit this week.

Employees with Smartphones: An Employer’s Nightmare; the NLRB’s Dream

SmartphonesGood article here on the US challenges of managing employees with smartphones. It will be interesting to see how things unfold in Australia too: in this global social community, you can have an international legal, moral, commercial and/or personal crisis in seconds.

Social media teams in particular need to be ready at a moments notice to respond, in some cases not just to protect intangible and physical property, but also as a precaution for personal employee safety. We saw angry customers of one Bank identify and target one employee this week in Australia – effectively bullied online by customers.

Here’s a link to a blog by Matt Austin, a US labor law attorney:

Employees with Smartphones: An Employer’s Nightmare; the NLRB’s Dream.

Minor CBA system upgrade leads to bank meltdown and social media backlash

The Commonwealth Bank (CBA) has taken a beating overnight on social media platforms Twitter and Facebook. What started as a ‘minor upgrade’ to NetBank ended in a social media and literal spat for cash. By 3am the issue had not been resolved, with CBA customers at the end of their tether.

Read the posts on Storify.

It all started with a small Facebook post on the CBA page on Sunday 27, 2013. It was not dissimilar to the outage notice of the night before (1am – 7am), about a minor upgrades, except this notice was of an earlier start to a 6 hour upgrade may impact some accounts from 6pm-12midnight on Sunday evening:

“We’re upgrading NetBank tonight, making several minor enhancements to Australia’s #1 online bank. NetBank, mobile, tablet and CommBank Kaching apps will be online, however some accounts and features will be unavailable 6pm-12midnight (AEDT) on Sunday 27 October. You can stay up-to-date commbank.com.au/update
 

cba tweets A

The post from the Saturday outage from 1am caused no ripples, with 56 people liking that update and about 25 comments. Sunday’s post, however, turned into something of a social media storm with 85 likes and nearly 500 Facebook comments on the post and over 100 comments directly on the Commonwealth Bank’s Facebook Page. The @NetBank Twitter account also did a short innocuous tweet about the same time, then seemed to go to sleep for two hours before it responded to the tweets for updates, cash and help. Initially mild queries and complaints came in of inconvenience came in:

  • small business owners lamented the timing for their Australian Taxation Office Business Activity Statement due on Monday;
  • some asked “is netbank not working at the moment?”

Then some more desperation started to appear in the posts, like from Angela on Facebook over a 2 hour period:

  • What is going on?? I tried to make a purchase from a store and my card was declined…I went to an ATM and i kept getting error messages…I have tried calling …no response…..NOT HAPPY
  • I’m pissed off…i’ve been a customer since forever..paid THOUSANDS in interest and this is the service I get????
  • And what is wrong with the call centre…why cant I get through to anybody ..it even hangs up on me!! Very frustrsting. Feel sorry for the person at my local branch in the morning

After several hours, the impact of the “minor up-grade” became more apparent, with CBA customers almost crying out for help:

  • unable to pay for dinner or takeaway
  • spending hours shopping then being unable to pay
  • “humiliation” and “embarrassment” at having their cards declined
  • people trapped at petrol stations with a full tank but unable to pay
  • others frantic to transfer money, pay rent or withdraw cash
  • customers unable to pay for flights and facing the possibility of losing flights
  • employers unable to pay their staff 

And so the list of individual dramas, tension and frustration continued. Several CBA employees jumped in to defend the corporate giant and leading to with a tongue in cheek poke at impatient customers, led to them being identified as employees and images of their full name, work role and other details being taken as screen shots and posted online. CommBank posted a warning directed at several individuals, deleted several customer posts that identified an employee and reminded the customers of the Facebook Community Guidelines.

At 2:15 am CBA updated their web page with “We’ve had an unexpected issue that we’re working hard to resolve. We still have more investigation and testing to do before we bring our systems back up.”

At 2:30am the CBA posted on Facebook “Hi everyone, we apologies that NetBank still isn’t available right now. We’ve had an unexpected issue that we’re working hard to resolve. We still have more investigation and testing to do before we bring our systems back up. This is all the information we have at present, our next update will be later this morning. Again, we apologise for the inconvenience and thank you for your patience.”

And that brings us to 3am when this writer will cease monitoring the situation. I became involved while trying to phone the CBA tonight to advise of overseas transactions on my account, only to eventually get the message “we have encountered a technical problem” and the call was terminated by the CBA.

Twitter for Business: link your tweets to appear on Facebook!

Get your Tweets posted on your Facebook page automatically! It is easy to set-up, go to the Twitter Help Center to learn more.

The Facebook Settings page (when you are logged in as a profile Administrator in Facebook) has a “Link to Twitter” button.  This is a good way to post onto Twitter if your primary social media tool is Facebook.

But remember the most Twitter users will see of your Facebook post is 140 characters.  This means you need to fashion your opening Facebook wording carefully to still make sense once it posts on Twitter. The link to your Facebook post in the Tweet will also decrease your available characters.

FreshBooksOptimize Business suggests doing the reverse: log into your Twitter account and then have your Tweets automatically post onto your Facebook page. This will mean that you have more control over the final text outcome that is communicated on both social media platforms. You can carefully craft your Tweet to 140 characters and this will then look and ‘feel’ better across both mediums.

You will probably find you end up doing more Facebook entries as well, because avid tweeters often end up tweeting more from their mobile devices…. so why not communicate to your Facebook crowd too!

If you want big, attention grabbing photographs or links to interesting articles, simply post direct to Facebook to ensure you do not get a thumbnail of the Twitter photograph.

© 2013 Andrew McIntosh CPA Optimize Business @Optimize_Biz

Facebook for Business: allow subscribers!

For the sake of business, don’t for get to “Allow Subscribers”!

If you are running a business page on Facebook, don’t forget to go into your Facebook Settings (found on the top right of your page) and tick the “Allow Subscribers” check box.

This means Facebook users will be able to find you on Facebook, via public search engines and connect… which is probably why your business is on Facebook, so people can find out about your business!  Your customers and the public can subscribe without becoming a “friend” also.
FreshBooks
© 2012 Andrew McIntosh CPA Optimize Business @Optimize_Biz

Cheat Sheets for Social Media Marketing Dummies

Most small / medium businesses still don’t get social media or social media marketing (SMM) . Start with the basics, as even seasoned Marketers may not understand Pinterest, Google+ or Twitter. SMM for Dummies Cheat Sheets are a great starting point for your clients and stakeholders who need introductory knowledge: Social Media Marketing for Dummies Cheat Sheets

In the coming weeks OptimizeBusiness.org will showcase a best in class, hosted SMM system for Australian SMB, NGO and NFPs ready to run with social media @Optimize_Biz

Need a store on your Facebook page?

Product information from Payvment’s Facebook page.

If you find you are driving interactions with your customers and fans via Facebook, why not add a store to your Facebook page?

Didn’t think it was possible?  Well, applications, or “Apps” as they are affectionately know as, are a real revolution in the functionality of software these days.  From social medias like Facebook, to accounting software like Xero, you can get an App for just about anything to enhance or quasi-customise your software purchase.

One such App is Payvment. Currently offering a free online store to Facebook users, its a god send to businesses that have developed a heavy Facebook following.  Many business face the customer experience problem of moving customers from social media to webpages or external shops or payment providers, but Payvment is an example of a great way to enhance your Facebook experience and secure a secure a sale or lead in the process.  Check out Payvment.com on the web, via Facebook or Twitter.

Read more about online stores in Facebook in the NY Times. © 2012 Andrew McIntosh CPA, OptimizeBusiness.org