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Posts Tagged ‘customer loyalty’

How NYC businesses are using Foursquare to drive more customers

In How-to's, Social Media on 04/18/2010 at 4:50 pm

New York resident, Rob D’Asaro, checks in whenever he has a cup of coffee at Starbucks, takes out cash from Citibank, or has a need to dry clean his suits at Youme Cleaners.

Users get points participating in various activities, such as checking in at a location for the first time, traveling a certain distance between check-ins, or checking in often at the same location over time. A user with the most-check ins at any given venue is granted “mayor” status. A user can also earn “badges,” which reward a combination of behaviors. For example, one earns the “Local” badge if s/he checks-in at the same location three times in the same week. One can also earn the “Far Far Away” badge if s/he checks-in at NYC locations above 59th Street.

Although earning badges means nothing more than having the right to brag to your friends, those badges that are officially supported businesses across the country, such as Pinkberry offer Foursquare users discounts and/or tips when they check-in at their venue. Many businesses, such as Atomic Wings in NYC award “mayorship” with special discounts. Atomic Wings gives the mayor of its venue an extra 15 percent off. Others may award those who check-in at the venue using Foursquare a free product or an upgrade. For instance, Xoom Juice, a New York smoothie bar offers users a buy one, get one free smoothie. It’s East Village neighbor, Butter Lane cupcakes, offers a free cupcake every day to the first ten people to check in to Butter Lane on Foursquare. The Lite Choice of Gramercy Park rewards Foursquare users with free upgrades to a larger size cup or cone.

With Foursquare declaring April 16th an official FourSquare Day, the largest, global social media holiday, even more businesses have jumped on the location-based network’s bandwagon, offering its customers the sweetest deals! For a list of FourSquare Day events and participating local businesses around the nation, visit http://4sqday.com/cities.

Here are five ways NYC businesses are leveraging Foursquare that you can apply to your own:

  1. Re-award your most-frequent customer/”mayor” with free or discounted products. For example, a worthy promotion may be, “If you’re the mayor, you drink for FREE on Thursday nights.” Not only will you be strengthening your customer relationships with a potential brand advocate, but you will also spur some friendly competition amongst Foursquare users to de-throne the current mayor and take their place.
  2. Offer first-time customers a special discount in order to keep them coming back.
  3. Offer a complimentary product with a purchase of another. For example, Bogota Latin Bistro at 141 5th Avenue, New York, NY offered a complimentary “Bogota Promo” drink with purchase of a main entree for all Foursquare check-ins on Foursquare Day.
  4. Make Four Square users feel special. For example, New York Vinters offered a two-hour complimentary class with Executive Chef Chris Meeker who taught Foursquare users how to make delicious, gourmet pizza, in the comfort of your own home on Foursquare Day.
  5. Attract new customers with “specials near by.” Notifying users who check-in at a nearby venue of special discounts can be a great way to drive new customers who may have otherwise not known about your business.

Is your business utilizing Foursquare? If so, leave a comment and let us know how you are leveraging Foursquare to drive new customers and engage existing ones.

10 Best Practices for Managing Your Brand’s Facebook Fan Page

In Social Media on 12/08/2009 at 2:52 am

By Irina Skaya

Facebook was among the hundred words of the Top Marketing Buzz Words of 2008.  Many brands have been on Facebook for a couple of years now, but only a handful are successful in this social platform, meaning only a few have active fans who engage with the fan page on a regular basis.  Some marketers approach my agency to help them build brand awareness and customer loyalty on Facebook, while others already have a presence in the world’s largest social network, but are not sure how to acquire more fans or engage existing fans.  Based on my experience with managing our clients’ Facebook fan pages, I’ve developed the following ten best practices for Facebook fan page management:

  1. Dedicate a social media manager to monitor the page several times a day, in order to remove any comments that illustrate abusive, obscene, or defamatory language. Develop a crisis management plan in order to respond to inflammatory comments in a timely manner.
  2. Determine the brand voice of the page and integrate fans’ wall posts with the brands’ posts in order to encourage conversation between fans and foster a community.
  3. Include a legal disclaimer on the fan page that encourages fans to respect other community members and refrain from using abusive, obscene, or defamatory language.  Examples: www.facebook.com/dove, www.facebook.com/halls
  4. Comment on fan posts rather than just drop a post, a link, or a picture periodically on the page is crucial in order to add value to the posts with additional information and foster conversations.
  5. Integrate other web properties and Facebook applications in order to enable fans to do more and spread the message about your brand.  Examples include fan page badges, applications to the brand’s blog, Twitter handle, etc.  (See www.facebook.com/cocacola)
  6. Leverage company celebrities/spokespeople to communicate with fans, speak on behalf of the brand about the brand, and its unique selling proposition. If the CEO has a corporate video blog, it can be integrated into the Facebook fan page.  Examples: www.facebook.com/yobabyyogurt
  7. Provide fans with incentives, including coupons, product locator application, tips, new product announcements, news, and other resource information.  Offering an informational resource allows a brand to target a new demographic, outside of those that already know and love the business. Examples: http://www.facebook.com/herbalessences; http://facebook.com/internationaldelight; http://facebook.com/redmango.
  8. Pay attention to the Facebook insights in order to understand which posts are truly motivating your fans to interact.
  9. Make your fans feel special. Reward fans for participating, let them know you are watching and foster further engagement.  Make a fan of the week, allowing fans to badge their page and site with something that clearly marks them as an extended member of the brand family.  Example: http://www.facebook.com/dunkindonuts
  10. Don’t assume your Twitter audiences are your Facebook fans, too. You will have a healthy minority who are on Twitter, but the community that participates on Facebook trends to be different than those on Twitter.

Do you have any best practices for managing brand Facebook Fan Pages or successful case studies? Feel free to share them here!

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