Earlier this week, we attended the Semper Social webinar by enchantment ninja Guy Kawasaki and Facebook diva Mari Smith!
It was a great opportunity to hear Guy discuss enchantment in the context of social media.
If you missed the webinar, here are the highlights.
The three pillars of enchantment
- Smile the Duchenne smile
- Examples: Richard Branson, Mari Smith
- Trust other people first!
- Have the mentality of a baker (make the pie bigger) and not a eater (get as much of the pie as possible)
- Always default to YES
- When you meet new people, always be asking yourself: “How can I help you?”
- Examples: Amazon, Zappos, Nordstrom
- Offer a deep product (smart features/functionalities)
- Offer an intelligent product (solves problems)
- Offer a complete product (full service package)
- Offer an empowering product (make users more creative, capable, powerful)
- Offer an elegant product (design, design, design!)
Once you have the three pillars, you can move on to Social Media.
Social media enchantment best practices
- Answer fast: Emails, directs messages, @ mentions, FB comments: answer these within 24-48 hours.
- Answer flat: Whoever it is. In today's online economy, the "nobodies are the new somebodies."
- Answer frequently: It’s a long-term process not just a one-off.
- Say thanks: No one gets bored of being thanked.
- Disclose: Transparency won't discourage interest in the products you discuss. It's ethical, honest, open and… it’s good for marketing.
- Repeat the good stuff: When tweeting or posting on Facebook. Controversial? Yes. But let's face it: people don't park themselves on Facebook or Twitter all day long.
- Be subtle: Don't promote your own product non-stop. Provide good content and you'll earn the right to promote your product.
- Monitor: Watch what's being said about you, your competition, your company, your product/service. Use: Advanced search on Twitter, Hibari, Tweetriver, etc.
- Post links on Twitter: Twitter is a link economy. To find good content, use: Google Reader, StumbleUpon, SmartBrief, Alltop, etc.
- Post pics on Facebook: Facebook is a picture economy. Always be snapping and posting pics and don't forget to crop (rule of thumb: make faces bigger!).
Which Facebook apps does Guy like?
In the Q&A session after the webinar, Guy was asked which Facebook apps he likes the most. Watch this short video to find out his answer. We find it quite enchanting. ;-)
Mari Smith got short shrift here. Sorry, Mari! But to crawl into her turquoise world, visit her Facebook page.
Questions, insight, input? Please share in the comments below