Posts Tagged HootSuite

So you want to be a Social Media Manager

Posted by on Monday, 15 September, 2014

Social Media ManagerI know I post a lot referencing Hootsuite, but so much of their content is on topic. Plus, as an Ambassador I get sent blog posts and Slideshares. Very convenient for when I’m in the middle of a semester, like now.

Recently I’ve been asked by a few people how to start a career as a digital marketer. I am working on a larger post, but Hootsuite has just released How To Be A Social Media Manager And Excel At It on Slideshare and it covers many of the same skills. Or should I quote it as hats?

This guide is great because it details the main skills needed to be a social media manager. Some are obvious, like community management and content curation, but being an expert social media manager is more. It’s lots of listening, and coaching and math. Yes, there’s lots of math. Other aspects of digital marketing as similar, whether it’s email, or websites, or SEM.

So until I can write up a proper digital marketing manager post, check this out.

How to be a Social Media Manager from Hootsuite

What’s your customer service strategy?

Posted by on Wednesday, 20 August, 2014

Brian Solis - Customer ServiceWhen I started my first customer service job in 1994 it was easy. If a customer had a complaint they called or dropped by. Occasionally they wrote a letter. Sure the grumpy ones told their friends over the garden fence, but that was just the neighbor.

That was 1994. Now it’s 2014.

Brian Solis recently said that an unhappy customer tells 20 people. A happy customer will tell only one. I recall hearing similar numbers back in 1994.

But in 1994 telling 20 people about a poor customer service experience wasn’t a crisis. Social media has given a new customer service tool. It has also given customers a new, public voice.

Let’s look back at the 20 people who hear about the poor experience. Imagine if one of those tellings was a facebook post. The average facebook user has 338 friends, which instantly turns that 20 into 357. Add in a Twitter account and it’s 576. That’s a lot different than a gossip session over the fence.

What can you do about it?

If you’re already listening to your customers (including on social media) and offering great customer service to minimize any poor experiences, give yourself a pat on the back. Well done.

If you’re not there yet, it’s not too late. Look at your policies and your team. Is that how you’d want to be treated? Yes, it will mean some changes and probably cost you some money, but can you afford to lose 20 customers for each poor experience? To quote Brian Solis (again), “Customers have to be asked and rewarded. It’s something new. It’s proactive customer service.” This is from a social customer service video series that he’s doing with Hootsuite. There’s also his book, [What's the Future] of Business?

And you can always email or Tweet me.

Hootsuite University – Six Months Later

Posted by on Saturday, 9 August, 2014

HootSuite Certified ProfessionalOne of the most popular pages on here is the post announcing my Hootsuite University certification. Understandably people want to check it before pulling out their credit card. I know I did.

Was Hootsuite University Worth It?

The short answer is yes.

As I mentioned in the original post, I did more work to become certified than I needed to. I could have done three courses, I did 10. I just felt it was too easy with just the three and the instructions weren’t clear. Fortunately the videos were easy to follow and some of the courseware is beginner level. I also had the advantage of having come back to Hootsuite after using Sprout Social for nearly a year.

So, what did I gain apart from $21 of credit card loyalty points each month and my name on a website?

How about a new client? In March I was asked to help a local foundation out with their digital execution for a few weeks. They were a Hootsuite Enterprise client and didn’t have a lot of time to train the contractor. Being Hootsuite University certified meant it was one less thing to train. Oddly, I’m still working with that foundation as their acting Communications Manager.

After my first day with that client I used another benefit of Hootsuite University – the additional training. There are four courses on just Hootsuite Enterprise, but also five sets of videos. The videos take you through how to grow and engage your social media audiences, becoming a social business, best practices and then by department and industry sector. That night I started with the Enterprise then hit the non-profits. The videos are interviews with leaders in those sectors, so you’re not just hearing from the Hootsuite team.

The final favorite benefit is #HSUChat. This was actually the first one I got into and now I’m disappointed I travel between clients and miss it. For those not in a car at 11am on Tuesday, follow #HSUchat for insightful discussion. The topic is generally announced on the Monday and is often lead by a social media manager who has had success in that area. The chat isn’t restricted to Hootsuite University graduates, so just in to the conversation.

There are more benefits, like being listed in the directory, but I don’t know if I’ve directly benefited from that. no one has mentioned that’s how they found me.

Do you have any questions about the certification? Add them in the comments. Oh, and if you’re one of the people Googling to find the Hootsuite University exam answers, just watch the videos and stop being lazy. Don’t deny it, Google Analytics tells all.

Are you ready for #HootUpSEA?

Posted by on Sunday, 1 June, 2014

#HootUpSEAWhat do HUG, MUG and #HootUpSEA have in common?

They’re all user groups.

What’s this? You haven’t heard of #HootUpSEA? That’s because it’s new. The Seattle HootSuite users and friends are having their first user event, or as well call it, #HootUp. It’s also my first public activity as a HootSuite Ambassador for North America.

Join us on Wednesday June 18 at Fado’s Irish pub in Pioneer Square for Happy Hour. There will be marketers and social media people, along with others, sharing tips and ideas over a drink. And, it’s a #HootUp so I can promise you swag. We also don’t discriminate. If you don’t use HootSuite, we’d still love to meet you.

Space is limited, so please RSVP quickly. It’s free.

See you there and keep hooting.

PS, special thanks to fellow #HootAmb Kim Castlemain for the photo.

Guess Who’s a HootSuite Brand Ambassador?

Posted by on Sunday, 13 April, 2014

HootSuite-Brand-AmbassadorHey, I’m in social media. I’m a marketer. I love to share and promote great products. That’s why I’ve joined the HootSuite Brand Ambassador program.

You all know the benefits of a strong community for brands. It’s a free extension of your PR team, word of mouth by peers is more trusted than your marketing messages, the list goes on. HootSuite have done this very well, and globally. Last year the volunteer HootSuite Brand Ambassadors held more than 150 HootUps (events) in 22 countries. That’s in addition to participation in online chats, creating links and mentions, and personal recommendations. I challenge you to put a dollar value to that.

What do I Get for Joining the HootSuite Brand Ambassador Team?

I do score a few perks. My HootSuite University and Pro memberships are comped for three months, a bunch of swag, a significant discount on the Newhouse Advanced Social Media Strategy certificate, inclusion in a active community, and the privilege of bragging about it.

Pretty good for what I’d do for free.

Is This Why I Switched from Sprout Social?

No. The switch and becoming certified with HootSuite University both occurred before I knew about the HootSuite Brand Ambassador program.

Around the time I wrote about my content curation process, we switched up the PSAMA social media process. We needed team members to have access to all our profiles, and at $40 per user, per month Sprout Social was just too expensive. I love their analytics and reporting, but I don’t feel I can ask volunteers to pay a subscription and I can’t justify it enough for the chapter to pay. HootSuite Pro gives me an additional user with the $9.95 per month fee. Even with adding HootSuite University I was financially ahead.

What’s Next?

Planning has started for #HootUpSEA – a Seattle gathering. There are a few other ambassadors local and we’re working together. Add search stream #HootUpSEA for updates. Also, I join in the weekly #HSUChat (soon to become #HSChat). It’s Tuesdays at 11am Pacific and a great conversation open to all. Even if I find the topic not relevant to me (last week was social media second screening television), I follow and get a tip or two.

If you have any HootSuite or social media questions, feel free to Tweet me at @BiancaJSmith. Or just Tweet to say hi.

Finally, the HootSuite Ambassador program is accepting applications for all regions. Complete the application form, and don’t forget to tell them I sent you.

PS, Seattle HootSuite users: do you want a content or purely social #HootUpSEA? Let me know in the comments.