Some of the guiding words essential to brand-building through social media channels are alot like the lessons of good citizenship from grade school. Listening. Sharing. Liking. Befriending. Connecting. Recognition. Reciprocity.
Not only are these wise words to remember, they are the motives, behaviors, and communication styles that can lead your efforts to create, grow, intensify and maintain positive feelings of the community members and consumers of your company, product, or brand.
Don’t worry; you likely won’t have to do the work alone.
You can attract a cadre of others who are apt to be quite willing to help. These are the brand ambassadors, product fans and company advocates you can influence and attract through social channels to help you achieve this important task.
The authors of this week’s readings hold similar viewpoints about how to create an ambassador program. There are endless ideas and tactics that can be used, but the motions, emotions, communications and community-building recommended by this week’s #CmgrClass authors are pretty consistent.
“Buzzing Communities” author Richard Millington advises taking a page from the “time-tested” advice of Dale Carnegie, who advised that you can influence others by showing genuine interest in them, making others feel important, admitting mistakes, appealing to noble motives, and by not criticizing or complaining.
Mack Collier suggests that you plan to start small and grow your ambassador group gradually by creating some exclusivity; connecting ambassadors to one another; compensating them in meaningful ways; providing direct access to the brand; permitting ambassadors some ownership; and empowering these friends and fans with some tools and resources to help them promote your brand.
Community-builder Britt Michaelian says that brand marketing today is no longer about promoting; “ it is about people and more specifically: connection.” Britt cites as especially important the ability of brands to strategically reach out and build relationships with their audiences.
There is an excellent new example of real genius in ambassador-building on social channels right now, in my view.
The new TV show, “The Following,” has all the standard social accounts, but it is the innovative way they are using them, and the unique, engaging ideas they employ for providing super-inclusive methods for fans to connect that catches my eye. They do this before, during, and after the show in superb examples of ambassador program best practices. Here’s why:
- The “Show” account tweets hints about the upcoming episode’s twist—peaking advance viewing interest (fan involvement and allowing us “inside the tent.”)
- The show’s “dark character” also has a Twitter account and will even follow you (Eeeek!)
- After-show recaps are posted on Facebook and the website, with video clips in case you missed some moments.
- The site offers “sneak peeks” video clips of upcoming episodes.
- There are short videos with show writers and producers that provide ambassadors and fans with direct access to the upper echelon of the brand – both compensation and gratification.
- From the get-go, fan groups (much like Lady Gaga’s highly successful insider group, “Little Monsters,” are being built through in-episode activities that offer “insider” treatments, such as specially-fed content and episode stickers. These serve to connect viewers directly to the product and brand.
- Encouraging insider participation and inter-active “ambassadoring” by asking viewers to take and submit pictures of the shock on their faces as they watched the horror-of-the-week for that week’s show. The fan shots were then posted on Twitter and Facebook during the episode. The immediacy provided recognition and instant fan payback. An upload tool (tumblr) was provided as the resource. ( In follow-up, the website’s “photo booth” upload function also provided a lasting and visible ambassador connection.
- A “shock cam” section is hosted on the site, consisting of viewer-submitted content curated (connecting fans/ambassadors to see and connect with one another visually and socially).
- A blog that lets you further become connected to other frans is an “inside story”blog. It provides detailed backstories and other information about the storyline and the characters’ backgrounds as a tumblr.
The evidence of the program’s success has been visible week to week, as followers, likes, and other metrics expanded by leaps and bounds.
Pictured below is another great brand whose ambassadors and fans have been playing out the story, support, and connections as ambassadors to the world, all this week, in live-action fashion as the Final Four has advanced. Otto’s Army and SU fans are a great example of sustained brand -building and good examples of the word “fan” (derivative of “fanatics.”)
Have you ever been and enthusiastic member of a brand-ambassador program?
What attracted you in the first place?
What keeps you there now?
What kinds of rewards and gratification do you get out of your affiliation?
Please let us now about your great experiences!