How to engage customers

The 2012 Telstra Australian Business of the Year,, is an example of a business using social media to its full advantage. The business now enjoys a monthly average of over one million visitors to its site. leverages a mix of social media tools such as Facebook, Twitter and Google + to harness the passion and interest of the biking community, driving interest and growth through targeted onsite promotions.

Telstra recommends the following tips for SMBs to engage consumers about their products and services:

  • Be the real you. Being authentic and representative of who you are and the values your business stands for is essential.
  • Know why you’re there and be relevant. What would your customers like to see from you online?
  • Ask (and search) for feedback. Facebook’s new search tool and searching Twitter is a goldmine of insights into what you’re doing well and how you can improve.
  • It’s a two-way street. Joining the conversation is essential. Stories or photos of your business can generate engagement from both current and prospective customers.
  • Choose the right social places for your business. Look beyond Facebook and Twitter to services such as Yelp, Foursquare and Instagram.
  • Don’t forget to protect your turf. Choose a simple social-media name for your business – avoid underscores and tricky characters; they’re not friendly on mobile devices.