Unless you’ve been stuck under a pile of F. Schumacher sample books for the last two years, you have probably heard of the social media phenomenon with the cute bird mascot.  Twitter is a micro-blogging site that allows you to post status updates that range from personal (“Why are there so many crumbs in my purse?”) to educational (“Pantone announces its new color for 2010 is turquoise”) to conversational (“@gibsondm That was a great article about 5 steps to start Twitter”). Your tweets are limited to 140 characters.

While this article is not about why to use Twitter, I must devote one quick paragraph to my soapbox. Twitter has helped grow our business. I’ve hired people that I first interacted with via Twitter, created business relationships, found clients, been interviewed for USA Today, been interviewed for a marketing book, and more. If you still don’t get how it can help your business, email me and we’ll discuss.

Getting your feet wet with Twitter is the right way to start.

Here are 5 easy steps:

1. Go to http://twitter.com. Click on the big button that says “Sign Up Now”.

2. Select a username. Your username will also be called your Twitter “handle”. You’ll want to choose something that is close to your name or close to your company name. Make it as simple as possible. If I could do it all over again, I would have chosen my name “alexandragibson”. Unfortunately, that name is no longer available and I’ve developed a following with my current handle—@gibsonmd.

3. Write a profile and upload a picture. Be sure to do this before following anyone. Your profile is limited to 160 characters; I suggest using a mixture of professional information and personality. My profile is:

CEO of Gibson Design Management; MP for Gibson Design Group; social butterfly; type A (personality not blood); competitive horseback rider; martini drinker

4. Enter your first tweet. We typically write things like “Just getting started on Twitter. Thanks @gibsondm for teaching me! ”

5. Start following people. This will both mean that their tweets will update in your newsfeed and that they will be alerted that you are also on Twitter. If I know that my friend Bob Willywog is on Twitter, I can find him by clicking “Find People” and entering his name. If I just want to start following people in my town, in my industry, or who have similar interests, I go to www.twellow.com and run a search. This will search profiles for your keyword.

If this all seems overwhelming, don’t despair. Contact us about our social media services. We can hold your hand through not only getting your business set up but also on how to use these tools to improve your marketing.

Kelly Wearstler's Modern Glamour book cover

Whether you are a fan of Kelly Wearstler’s design or not, one cannot help but admit that her branding is top notch.  Kelly knows, as any good branding goddess should, that branding is not about your logo, your letterhead, or the colors that you use but is rather about the emotion that you invoke in every way that you “touch” your clients, your potential clients, and even your broader community.

In the interior design community, many of us are guilty of wanting our brand to be safe—to appeal to everyone.  That means that we hide our personalities, we do not let our company culture shine through, and, ultimately, we do not attract the best clients for us.

Wearstler evokes a life of glamour.

Her brand says: If I design your space, you too will live the fabulous lifestyle that I live.

You too will unload the dishwasher in a beautiful gown that coordinates with your kitchen.  (Oh, this old thing?!)

Designed by Kelly Wearstler, from O at Home magazine, via BlackWhiteBliss blog

Social media and non-traditional marketing to supplement and enhance your marketing plan can be the best way to increase your return on investment. However, do you really have time to tweet, post, blog, fan, follow, or even figure out what all of these things mean? Furthermore, do you have time to commit to actually doing these things well? Shouldn’t you be spending more time designing? After watching many design firms use our Social Media Launchpad to get their firms set up on Twitter, Facebook, Ava Living, LinkedIn, and blogging, and then not have the time to properly tend to those social media tools, Gibson Design Management has launched its Online Community Co-Pilot program.

Your Co-Pilot is experienced and knowledgeable; she will help you not only navigate the social media world but will also work to fly your business to an even higher level.

• Navigation plans: Your Co-Pilot will lead twice monthly calls to learn about what is going on within your business and how your marketing objectives can be better achieved through using online tools. We will work with you to develop strategies to make your offline marketing objectives more efficacious by using these instruments.
• Jet maintenance: Your Co-Pilot will ensure that all of your instruments are up to snuff and safe for rocket flight. By working with you and by managing all of your online tools, including Facebook, Twitter, LinkedIn, Ava Living, and your blog (blog copywriting additional), your business will be equipped for the steep trajectory. After your Social Media LaunchPad, you don’t want your tools to sit idle and unwatched.

(more…)

After watching these two videos (which have similar content), I hope that you realize that you will quickly become a dinosaur if you are not embracing social media as a direction for your business’s marketing.

Ethan Allen added a style quiz to its website recently.  While there is nothing scientific about it, it is a great example of a website encouraging visitors to not just browse but to actually interact.  Once you take the quiz and are assigned your “look” (my results said that my look is “glamour”), there is a link to explore products which takes you to the Ethan Allen products that best fit that look.

While I am not Ethan Allen’s target audience, I did appreciate that they are encouraging interaction and inciting individuality by assigning quiz results.  Instead of just selecting a sofa from a page, you are shown the pre-selected pieces that fit your individualized style.  That’s just good marketing.

From a coding perspective, this quiz probably cost Ethan Allen very little but they will see great ROI due to increased word of mouth (I found out about the style quiz via Twitter and retweeted accordingly) and by converting quiz takers to customers through meeting their stylized preferences.

Take the quiz yourself.  It’s fun.

Last week, 3M reported better than expected earnings for Q2 2009.  CNBC analysts commented that, in large part, this better than expected report was due to increased sales of 3M respirator masks bought by people afraid of the swine flu epidemic.  Masks to protect against this epidemic are on back-order through 2009, 3M CEO George Buckley said.

These respirator masks were not originally designed and manufactured to protect against this relatively recent outbreak.  However, 3M listened to consumers, realized a new potential use, and creatively repurposed the masks without having to sink massive research and development funds, missing the demand all together.

What service or product does your firm offer that could be repurposed?

What services could serve a different market without your company straying from its core competencies?

If you previously designed primarily for home builders, what services did you offer them and what other segments of the market could benefit from those services?

Most importantly, what is your market telling you about the use of your products or services? Children are best at showing alternate purposes for products.  Very few actually play with their toys as intended.

Duct tape was first used to keep ammunition cases free of moisture in World War II.  Need I say more about its current uses?

Tacky Prom (pun intended)

For plumbers on, and off, the job

Stain Protection

Babysitting

As small companies, our most limited resource is our time.  Therefore, it is not surprising that the question arises, “Why should my business be on Twitter?”

1.  It’s one of the least expensive ways to perform research and development. Once you have even a few hundred followers, you have a great sample size to extend business questions.  Wondering whether people would be interested in a certain new service?  Put it out to the Twitterverse.  The worst thing that can happen is that no one answers.  The best thing that can happen is that you receive several responses and have valuable information about how to proceed.  This could save you a tremendous amount of time and money.

2.  Someone may be talking about you. Whether it be positive or negative, someone on Twitter may be talking about your business.  How will you respond if you are not there to listen?  I recently tweeted that a restaurant I frequent in Charlottesville always has terrible service.  This received a huge response from my Charlottesville following (15+ tweets back and forth about the pros and cons of the restaurant).  Crickets from the restaurant (even though they are on Twitter- this actually makes the silence worse).  This could have been a perfect opportunity for the restaurant to make happy customers.  [See a video here about how P.F. Chang's is on the cutting edge of using Twitter to make customers happy].

3.  You are able to show your company’s true personality. By showing your true personality, you will attract more of  your ideal clients.

4.  You never know who you are going to meet. Just like you can’t expect your phone to ring if you never leave the house and network, Twitter is an opportunity to network and engage with people on an even broader scale.  I have not only met people across the world (we seem to click well with Toronto twitterers for some reason) but have also met some great people in our area who I may never have met otherwise.  This has translated to real life connections and business referrals.

5.  Become a better educated businessperson. Twitter is full of tweets with resources for business.  It is also a great place to pose a question like, “Are there less expensive alternatives to Photoshop?”  Then just wait for your following to chime in on its experiences and knowledge.

This would not be a complete blog post if I did not mention that I posed this question to my Twitter following and received the following responses.

Question:

Received these answers from some of my great followers:

If your business is already on Twitter, what are some of your success stories?  What have you found to be the greatest benefit of Twitter?

Great blog post today from Small Business Trends today about growing your service business.  While many of these are not new ideas, it’s important to consistently drill them into your thinking.  Plus, if we know them, why aren’t we actually doing them?

No doubt, the economic climate for small business owners is tense and tight these days. That guaranteed income from yesterday is a hit or miss crap shoot today. On top of that, every time you turn around there is a new competitor springing up in your area, vying for the customers you worked so hard to acquire.

How can you stay above water when it seems all external forces are working against you?

Now is not the time for business as usual. It’s time to get creative and think outside-of-the-box for ways to increase profit. It’s always a good idea to tweak the services you offer to keep them fresh and competitive.

Read more at Small Business Trends’ blog…

Thanks to Matt Rodela for keeping this in the forefront of our minds.

I was recently looking for a good, comprehensive list of social media books to add to my bookshelf (and to hopefully get around to reading!).  Lee Odden from TopRank Online Marketing sent me this list:

• Cluetrain Manifesto – Rick Levine, Chris Locke, Doc Searles, Dave Weinberger
• New Rules of Marketing and PR – David Meerman Scott (video interview)
• Do It Wrong Quickly – Mike Moran (Mike’s guest post)
• Join the Conversation – Joseph Jaffe (interview)
• Groundswell – Charlene Li & Josh Bernoff (interview with Charlene)
• Personality Not Included – Rohit Bhargava  (book review)
• Tribes – Seth Godin
• Here Comes Everybody – Clay Shirky
• Age of Conversation – Gavin Heaton, Drew McLellan (100+ contributors)
• Social Media Marketing An Hour A Day – Dave Evans
• Secrets of Social Media Marketing – Paul Gillin
• Naked Conversations – Shel Israel & Robert Scoble (Video interview with Robert)
• Freakonomics – Stephen Dubner & Steven Levitt
• Buzz Marketing – Mark Hughes
• Radically Transparent – Andy Beal & Judy Strauss (interview with Andy)
• Web 2.0: New Tools, New School - Gwen Solomon & Lynne Schrum
• The Long Tail – Chris Anderson
• The Wisdom of Crowds – James Surowieki
• Marketing to the Social Web: How Digital Customer Communities Build Your Business – Larry Weber
• Word of Mouth Marketing: How Smart Companies Get People Talking – Andy Sernovitz, Afterward by Guy Kawasaki (interview with Guy)
• Social Media is a Cocktail Party: Why You Already Know the Rules of Social Media Marketing – Jim Tobin, Lisa Braziel (TopRank is quoted on back cover)
• Web 2.0: A Strategy Guide: Business thinking and strategies behind successful Web 2.0 implementations – Amy Shuen
• Now Is Gone: A Primer on New Media for Executives and Entrepreneurs – Brian Solis, Geoff Livingston (video interview with Brian)

To read his full blog post, click here.  Thank you Lee for this great list!

We can all learn a thing or two from the Zappos model.  They are one of the most talked about companies today because they do things right.  What do I mean by right?  I mean that they take care of their customers and they take care of their employees.  As a result, people talk about them…lots of people.  Just a couple of examples:

- A woman called Zappos because her mother died and had a few unopened Zappos shoes boxes.  The daughter called Zappos and they immediately said that they would be happy to take the shoes back and would arrange for the pick up.  At this point, we are all thinking that this is standard, good customer service.  However, a week later the daughter received a bouquet of flowers with a note that read “We’re so sorry for your loss – the Zappos team”.  The daughter turned out to be an influential blogger and this story was widely circulated (as I’m circulating it here).

Lesson:  Let your employees go above and beyond to do what is right.  Don’t just provide client service, provide exceptional client service and people will talk about it.

- Zappos now pays its employees $2500 to quit.  If, after an extensive training program, anyone feels that they cannot provide the level of service expected, they are offered $2500 in addition to the time worked to quit.  The company used to pay $250, then $1000, and now $2500.  I would surmise that Zappos easily makes back this money several times over by not only having employees that really want to be there but by also showing their customers that they have policies that put the customers first.

Lesson: Follow the word of mouth marketing mantra: Make your company remarkable and people were remark on it.  Stories like these make people even more likely to become clients because they like what you stand for.

Read more about Zappos in a recent AdWeek interview with Zappos CEO, Tony Hsieh.