Facebook Groups logo

YIKES! My Facebook Group Got Hijacked by Competitors

When you start a group online in a public social platform, it’s easy. Nothing much happens until your group hits a ‘tipping point” of size + engagement + activity.

Facebook Groups logo

Facebook Groups logo

Different groups achieve this at different points in time. We have a sports group run for a client that has nearly 2,200 members and gets 2–3 posts daily from group members. It is now attracting ‘commercial’ elements such as an advert for privately owned equipment listed for sale.

Interestingly, that one post opened a floodgate of listings from others. It seems as though people felt that ‘permission’ had been given to dive in and sell to the group.

The client runs the group in public at his expense and he refrains from selling into the group more than once a month for his own products. It was clearly time for an intervention and setting boundaries about what is acceptable behaviour in this group environment.

3 Types of ‘Sales Pitch’

1) The first was the lady who listed the equipment for sale. I messaged her privately and she told me that despite getting a huge reaction from the group, it was a private sale and she sold it to a friend, offline. We let this pass as just a one-off. Clearly every member of the group won’t be listing items weekly.

2) The second was a lady who runs an Instagram account through which she gives ‘free training programmes’. We checked out what she does and came to the decision that she’s not making a living out of this. And so I am classifying her as a ‘volunteer’. But her actions need to be curtailed because regular postings promoting her services (even though they are free) would upset the balance of the discussion dynamic already established.

Actions to mitigate impact

We messaged the Instagram lady privately, explaining she can publish her stuff on the website via an existing ‘submit post’ feature where community notices are published. This is important because although it publishes to the blog, it is set up to avoid getting into the newsletter, the Facebook page and other communications channels. She does get indexed by the SEO spiders, gets link backs, but does not get referenced or categorised in the archive.

3) By contrast, the third type of pitch was a post by a commercial sports professional trainer. When we reviewed it, we found it is definitely a paid promotion designed to recruit readers from the client’s Facebook group into HER email list and commercial program.

Actions to Arrest Unwanted Activity

First I turned off comments on this post. Nobody can add to them, and this helps prevent Facebook showing it in feed updates. We also removed all her replies in the comments because they linked to her programme over and over again.

Then we wrote to her privately asking her to get in touch by email so she can pay to promote her products on our platforms, along with other commercial retailers (the website is advertising supported). I am waiting to see what her reply to this Facebook message will be – if she’s contrite and apologetic, I’ll leave her post published; if she takes no action to reply or is aggressive and rude, I’ll delete it and block her from the group.

Behavioural boundaries are yours to define

The underlying logic is that commercial enterprises pay, and volunteers can get access as part of the goodwill of the group. The commercial publicist had made no effort to engage and join in the group discussion – she just joined, dove in and started selling. That’s not how this group rolls.

Making the rules for the group is part of good practice in community management. You can publicise these with a pinned post, or a message to new members explaining what is and is not acceptable.

Enforcing the boundaries will help you to create the group and community YOU want. Know what actions you will take if the boundaries are crossed and also understand how to take discussions into a private space – you don’t want to have a public argument while you try to explain your motives. And you don’t even need to explain them, only the acceptable behaviours.

This article first appeared on NZ Entrepreneur Magazine  

testimonials, creative agency secrets, rebecca caroe

Giant thanks for this testimonial

Campbell Naish, Partner at export strategy and marketing consultancy Katabolt, wrote a generous testimonial for Creative Agency Secrets.  Many thanks!

Rebecca provided Katabolt with a valuable specialised set of marketing recommendations with a specific focus on services which was a great match with what we needed. Her B2B expertise and international experience and perspective helped our team refocus marketing plans and bring new skills into the fold. Thanks

testimonials, creative agency secrets, rebecca caroe

Read other Testimonials or see our Client List

Have you got a strategy in place for testimonials?

Every business needs a strong plan of action to get and publish testimonials for the business from creative agency secrets review, testimonialcustomers and clients.  As the internet becomes the strongest recommendation engine, because it’s easily searched and free to use, your business MUST get a strong profile in places where testimonials and reviews can be seen and shared.

Don’t forget that recent reviews are more powerful than old ones.  So this is a tactic you need to implement weekly or monthly.

Read this Case Study – 3 ways to increase referrals which should give you some ideas for your business.

TrustPilot is a great review site

We implemented TrustPilot for an ecommerce client who needed to improve visibility of its amazing customer service.  Based around the world, TrustPilot has local sites for each country – this one was in the UK.  The integration of their free version with ecommerce platform was seamless – every time a customer buys, they are invited to leave a review a fixed time period after the purchase is complete.

As a mail order business, the time delay between online purchase and receiving goods can be a while and so the flexibility to specify when the review request email is sent was appreciated.

On the reviews page, you can respond to each one which gives full visibility to your prompt response to feedback.  And when you upgrade to the paid version, the option to enable reviews by product, not just for the company as a whole, gives a host of new options.

 

Read more blog posts about Step 5 Relationship Development by clicking the image below – it will take you to that category on our blog.  Teach yourself how to build relationships with people who will bring new custom to your business.

Symbol for relationship development

social media conference 2017 auckland

Become Social Media Savvy with the Social Media Conference 2017

This September, the Social Media Conference is happening again! We are big fans of the content, even more so this year because our very own Rebecca Caroe is a speaker!

Are you looking to use Social Media to benefit your business but just don’t know how?

Social Media isn’t just for kids these days. In fact, it’s one of the biggest platforms for a business to market in today’s environment. Whether it be Business to Consumer or Business to Business, the Social Media Conference 2017 provides insights on how to utilise these skills to your business benefit.

Expand your knowledge in this field through New Zealand’s biggest Social Media conference hosted by The Online Business Academy for its fourth year.

Rebecca Caroe Social Media Conference

Rebecca Caroe (CEO of Creative Agency Secrets)

Marketing experts from all over the world come together to talk about their experiences with Social Media, how it helped them in their business ventures and how it can help you market to a larger audience through Social Media.

Listen

  • Wanita Z (Founder of the Online Business Academy)
  • John Kapos “Chocolate Johnny” (Chocolatier to Marketing Mogul)
  • Andrew Baird (Business Coach)
  • Our very own Rebecca Caroe on “The Art of Pre-suasion: Content, Keywords and Social.” 

Discover

  • Omni channel Experience
  • Social Selling through Social Media
  • How to run Live Events

Learn 

  • Be Seen, Heard and Found Online
  • Build and networking your brand through Social Media Outlets
  • Win your customers through Social Media
  • Deal with the difficult customers online

 Master 

  • Twitter
  • Facebook
  • Snapchat
  • Instagram
  • LinkedIn
  • Pinterest
  • YouTube
  • And much more

Seize the opportunity to network with business owners from all over the country and develop connections for your business. Gain information that can assist with expanding your business through Social Media platforms and understand how Social Media aids with keeping up to date with the evolving business world. If you’re serious about expanding your business, you wouldn’t want to miss Social Media Conference 2017.

SkyCity Auckland
September 15th and 16th 2017
8:00am – 5:00 pm

 Use the code “REBECCA” at the checkout to get a $250 discount!

RESERVE YOUR SPOT
Social Media in a circle around the earth

A Beginner’s Guide to Social Media Marketing

You cannot possibly compete online if you do not have a strong social media presence. It is one of the most influential platforms on the internet, so you must start developing engaging campaigns on the likes of Facebook, Twitter, YouTube and Instagram, if you haven’t already. Our goal is, therefore, to help you develop an effective social media strategy that will ensure you stand apart from your industry rivals.

Focus on Relationships Not Sales

Take a look at Dove’s social media presence; their goal is to inspire and promote confidence in people (particularly women) globally; selling soap appears to be a secondary objective to this positive message. Many beginners often make the mistake of giving it the hard sell when using social media for the first time; however, this will provide little to no value to your brand. If you want to engage with your followers, you need to give them a reason to follow you. While you might believe you have the best product in town, your target market might take a little convincing.

So, instead of pushing your goods and services onto social media followers, aim to create social media posts that make you different from your competitors. For example, you could launch an online competition, share helpful blogs and post high-quality photos for their enjoyment. You should only publish promotional ads every three to five social media posts.

Integrate Video Marketing

Some of the most inventive advertising is currently happening in video marketing. Take a look at this online advert for Hotels.com. According to Cisco, online videos will make up more than 80% of consumer traffic by 2020. It is, therefore, a powerful tool to use on social media, as people are more likely to drop everything they are doing to watch a funny or informative video. You should strive to develop creative, entertaining and unique videos that make people not only want to follow your page but share your posts.

YouTube is also one of the most influential social media platforms, with more than one billion unique views each month. If you want to become a leading channel on YouTube, you should not only create innovative videos, but you could buy subscribers from Social Media Daily to boost your profile and encourage views and subscribers.

Listen to Feedback

Consumer feedback is the cornerstone of a successful business, as it allows a brand to refine their goods and services to improve customer satisfaction. Lego has long seen the value in working with customers to improve its products.

Social Media can be a superb platform to gain insights from your past, current and potential customers. You should ask questions to provide customers with a forum, so you can offer the perfect service – so it can be great for product development purposes and could save a company a significant amount of money in the future.

Engage

It is important to make your social media followers feel that they are more than just a number. L’Oreal encourages staff to use the hashtag #lifeatloreal to promote the culture at the organisation this, in turn, encourages consumers to see the company as human and approachable.

You should engage with your followers, responding to their comments, mentions and direct messages. It will prove to them that you are a caring brand that appreciates their social media following, which will encourage online and brand loyalty.

So, if you want to embark on an effective social media marketing strategy, you should aim to be creative, active and helpful in your online approach.

YouTube accounts merge

Help! My YouTube Accounts Won’t Merge!

YouTube-logo-full_colorOne of our clients has recently taken to creating videos to showcase their products on the company website. This of course includes uploading the videos to their new YouTube account to help promote the company and the products they are selling. In doing so, they noticed the previous owner of the company had created a YouTube account with a similar name (a variation of the company name). With a decent chunk of views having stacked up on the old channel, our client wanted to know if it was possible to bring the two accounts together, since, they were essentially the same business anyway.

There were a few complications at this point: our client had contacted the previous owner of the company about getting the videos from the old channel. Unfortunately, the previous owner had not used the account for quite some time. He didn’t know what the password was and having since sold the business, his email address had been deleted, leaving his YouTube account hanging in a state of limbo, unable to be logged in and edited for future access.

As it turns out, not being able to access the account doesn’t affect the outcome – YouTube simply do not allow accounts to be merged for any reason. That’s right, if you have millions of views locked away in an account you can no longer access, too bad. They’re lost!

youtube-support-merge-accountsIf you were able get in to the account to grab the videos, the only way to get all of the videos on to the same account is by logging in, downloading the videos, and re-uploading them on the new channel. This resets the view count back to zero, erasing any clout you may have built up on the website with the older account.

Thankfully the videos in question were of lower quality, looked incredibly dated and the views weren’t substantial enough to cause any serious headaches.

The End Result?

Continue adding high quality content to the new channel, and ignore the old one.

A frustrating outcome, but a valuable lesson learned along the way.

How can you avoid YouTube account complications?

If you want to migrate videos from one channel to another, ensure you have the video file itself is saved somewhere other than YouTube, set the channel up right the first time, so that you do not need to create a second one and use an email address that is unlikely to expire (hint: Gmail is YouTube’s best friend). With these points in mind, you should be able to rescue any valuable content, but sadly you will have to forget about bringing them together and leveraging the success of the old videos to promote the new ones.

A frustration we must all  live with unless YouTube suddenly change their account settings. (Sigh).

Getting the best from Facebook updates for business

before

Before starting – cramped text and hyperlink not embedded

A quick tutorial showing good practice to encourage click throughs.

We start with a quick look at the “before” scenario.  The text is continuous and the url (hidden in the image) is not embedding correctly.  The post gets no clicks or click throughs to the website.

  1. Before starting – cramped text and hyperlink not embedded
  2. Type the URL first and then Facebook allows you to select the image you want
  3. Inserting blank lines in the text spaces it out and forces the “See More” link to appear
  4. Corrected hyperlinks to See more and Hyperlink to your website or blog.

 

correct image upload

Type the URL first and then Facebook allows you to select the image you want.

Separate lines

Inserting blank lines in the text spaces it out & forces the See More link to appear

Moving forward to some of the resolutions – each one is explained in the caption.

Facebook business post errors

Corrected hyperlinks to See More and site link.

 

 

Joint Venture Case Study

Case Study: feel good joint venture for sporting website

Recently Creative Agency Secrets oversaw a joint venture campaign between our client, Rowperfect UK, the premier rowing education website, and manufacturer Crew Stop. The goal of the campaign was threefold:

  1. Raise awareness for National Learn To Row Day (4th June), a popular annual event in the USA but a concept that hadn’t yet carried over to other anglo-speaking countries that Rowperfect reaches;
  2. Encourage the use of rowing gloves and reduce the stigma amongst “hard” rowers of hand protection;
  3. Drive sales of the Crew Stop gloves stocked in Rowperfect’s online store.

Planning & Execution

Planning began in early May, when Rowperfect reached out to Crew Stop and proposed a partnership. As part of the joint venture, Crew Stop would provide gloves to give away to Rowperfect’s readership and art and assets to promote the awareness campaign, whilst Rowperfect staged a global social media campaign, tapping their 6,000+ twitter followers and 4,000+ Facebook fans.

The partnership between Rowperfect and Crew Stop made perfect sense. It allowed Rowperfect to continue to serve as a source of rowing advice and education whilst reaching the wide audience of watersports enthusiasts who had need for the Crew Stop gloves: Rowers, Scullers, Kayakers, Crossfitters, Dragon Boaters, and Waka Ama canoers.

As well as the competition to win gloves in the week that lead up to the weekend of the 4th of June, Rowperfect offered a discount code to new rowers and Creative Agency Secrets helped the client curate a new section on their website specifically targeted at learning to row for the first time. This new niche will be of value to Rowperfect readers into the future and allows the client to recruit new organic readers and clients. This approach aligned with ongoing project of creating new portals for the client’s key readerships: athletes, coxswains and coaches.

On the blog, Rowperfect published a series of articles about the purpose and uses of rowing gloves and advice around reducing the stigma of glove-wearing. On social media, Creative Agency Secrets coordinated the publication of posts advertising the three goals and the use of the hastag #NLTRD (national learn to row day). Rowers around the world adopted the use of the tag to share their rowing experiences.

Results

By strategically targeting followers of English-speaking rowing clubs with Facebook boosted posts, Rowperfect more than doubled their social media reach in the course of the campaign, increased awareness and engagement with their brand by adding over two hundred and fifty followers to their regular network, and hit internal sales targets.

For advice on arranging running joint ventures in your industry, or launching digital awareness campaigns, give us a call.

Will Technology Define Successful Events in 2016?

Event Technology is developing and defining the way we plan and create events in brand new ways. Loseberger is a UK company working with events. They recently published these infographics about how technology is developing and how it’s being used to make events more effective. Take a look and let us know what you think!

Event Technology: Will This Define Success in 2016?

Learn How to Growth Hack your Website in May

Learn How to Growth Hack your Website in May

What it means to Growth Hack.

Growth Hacking is a new phrase meaning to aggressively make a step-change in business success.  It’s not just a cute phrase, there are specific techniques which can make significant improvements to website success.

You define success and we’ll teach you how to make it happen.

What is your #1 marketing and sales problem?

Get the answers about how you can growth hack your web success with USA experts Dan Morris and Rachel Martin during May 2016.

Face to face consult or small group workshops.

Email [email protected] with your #1 marketing and sales problem.

Rachel Martin website GrowthHacking expert

Rachel Martin website GrowthHacking expert