(Or How HTC and Optus got me to the shops on time)
For the past month or so I have been toying with the idea of upgrading my smartphone. I am well and truly part of the iCult but with so many new phones coming out I couldn’t ignore the pull of something shinier.
I came across a fantastic example of social media marketing in action and I was not just impressed. I actually stopped work, got in my car and went to a store!
This *pause for effect* is my story.
I’m with a local Australian phone carrier Optus and they really rock their social media, Twitter in particular. If you tweet them with any kind of issue they will respond and help you out. I mean within minutes.
When I started going over my monthly phone cap I tweeted @Optus about a new plan and was smoothly transitioned to a better plan for usage. But that’s not the scenario I’m really talking about. That process meant I couldn’t upgrade my phone for three months. Twelve measly weeks and then I could cut sick with new technology in hand.
It was during this 12-week period that I fell in love with the HTC Incredible S and I tried to be patient I really did.
1. I surfed the HTC website
The HTC branding has many of the things I love about Apple. Smooth, clear design with a modern, relaxed personality that really appeals to the wannabe hipster in me. There were videos and interactive presentations that didn’t get bogged down in the technie stuff, but all that stuff was easy to find.
Awesome Tip To Copy: Think about what your website visitor is really looking for and provide it. Oh and try to hit different learning types with text, audio and visuals.
2. I invited HTC to engage with me by mentioning them on Twitter
Already primed with my phone carrier’s amazing Twitter engagement, I was happy to find @HTC_Australia not only responded, they asked me about my ideal phone and tried to help with my consumer dilemma (too many models). Oh and they followed me back.
Awesome Tip To Copy: Respond to mentions and engage with your audience.
3. They directed me to their Facebook page.
The Twitter team invited me to read “real user” experiences nudging me over to even more content about their phones (and more opportunities to market their brand). Each “real user” was different and I quickly identified with a young, hip, gadget loving girl (humour me), reading her experiences with the model I was considering. And I didn’t have to Like to the page to access this content.
Awesome Tip To Copy: Direct users to your other social media profiles and offer them unique content (and specials) exclusive to that platform.
So I’m pretty much sold by this time. HTC have hooked me in and I am quickly becoming a brand loyal fan. But alas my carrier wasn’t going to let me change handsets for another three weeks! So I tweeted them with my techno-dilemma.
4. They closed the deal for me and made it impossible to say No.
@Optus tweeted me right back letting me they’d call me within the hour to help. They did. They were already logged into my customer profile when they called (big tick) and they gave me a bypass code that would mean I could step out of my current contract into another without any charges.
Awesome Tip To Copy: Identify a sales opportunity and close the deal.
Sure I had to go into a store but I had my car keys in my hand before I’d hung up the phone and my brand new phone within the hour. I would have waited if I got nowhere on step 2. I really would have. But the social media engagement of the two companies involved meant I made a decision much quickly than I had planned.
And that, my friends, is the potential power of social media marketing. Have you had a great social media experience? I’d looove to know.
Belinda
PS I should add that they ain’t no kick backs going on here. This is an unpaid and unbiased post!
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3 Responses
That is fantastic! I love to read about companies who get it right {especially a telco}, refreshing read. Thanks for sharing this real life example, and spelling out the benefits and opportunities. I love business, even in adversity you can turn into an opportunity.