By LAURA LOREK
Founder of Silicon Hills News
Geekdom, the collaborative co-working space in downtown San Antonio, kicked off a new speakers event Thursday called The Master’s Series.
“Our goal is to pummel you with amazing information,” said Lorenzo Gomez, director of Geekdom.
The first speaker, Christie St. Martin talked about social media tips and advice for startup companies.
Martin, formerly social media manager for JPMorgan Chase and L’Oreal, currently serves as community development and digital strategy manager for HeroX and is from Toronto. She’s helping to kick off HeroX’s first local prize San Antonio Mx Challenge.
It’s really important companies manage their social media presence online, St. Martin said. The job is one of the most important for companies and it should not be regulated to the social media savvy intern, she said. Tools like Hootsuite, social media management software, can help.
In the past, customers with a complaint would call or write a company, but today’s consumers often go directly to complain on Twitter or Facebook, she said.
“Real time interaction is 100 percent where you need to focus your time,” St. Martin said.
In her PowerPoint presentation, peppered with pictures of LOL Cats and dogs, St. Martin advised companies to be honest, be you, don’t panic and listen to customers.
“The stuff that is super important is you being a real human,” she said.
She advised companies to brainstorm all of the frequently asked questions from customers and to put them into a document. She tells them to use that document as a guidepost in answering queries online. But don’t just regurgitate the stock answers, she said. Personalize each answer and tailor it to the particular customer, she said.
St. Martin also advised startups to cultivate their influencers, which she defined as “someone who is active online and followed by your target audience.” These people can drive traffic to your website and ignite interest around your brand. She listed five common types of influencers:
1. The Networker (Social butterfly)
2. The Opinion Leader (Thought leader)
3. The Discoverer (Trendsetter)
4. The Sharer (Reporter)
5. The User (Everyday customer)
St. Martin also advised companies to post regularly on all of their social media channels. But she advised quality over quantity of posts. The social media checklist St. Martin shared with the audience is listed below. She also gave away copies of Rohit Bhargava’s book: likeonomics: the unexpected truth behind earning trust, influencing behavior and inspiring action.
NowCastSA livestreamed the presentation, which is embedded below.