Hardwicke Group Scores in 2012 Best and Worst “Olympics”

Richmond digital marketing agency The Hardwicke Group voted “Best Local Company Using Social Media”

FOR IMMEDIATE RELEASE

PRLog (Press Release) - Aug 03, 2012 - What a difference a year makes. In 2011, The Hardwicke Group, a digital marketing and pr agency, was voted third place as Richmond’s “Best Local Social Media Company”—just after Tumblr and the Martin Agency.  The competition is an annual local “olympics” conducted by Richmond Magazine that highlights the area’s top performers, as well as those who would receive a lump of coal from Santa Claus.

In 2012, Richmond Magazine dropped the Social Media company category, and replaced it with “Best Local Company Using Social Media.”  This time, The Hardwicke Group received more votes than any other local company—a first place finish.

Jason Yu, managing partner of The Hardwicke Group, was notified of the win several weeks ago, and found it difficult to hold back the announcement.  “Richmond has a large community of tech-savvy, social media users,” said Yu, “So this win truly indicates our visibility in one of major markets.”  The agency’s clients include large and small businesses, non-profit organizations, political candidates, and media commentators.

Richmond Magazine’s Best and Worst 2012 edition is available on newsstands, and will be posted online, generally in 30 – 60 days.

About The Hardwicke Group

The Hardwicke Group is a digital marketing company headquartered in Atlanta, GA, that specializes in digital strategy, online presence, and custom client solutions. The group’s clients include national organizations, small businesses, media commentators, political candidates, authors, and non-profit organizations.

For more information about The Hardwicke Group, visit http://www.thehardwickegroup.com.

Top 10 mistakes to avoid in B2B Social Media

Published by Dr. Susan Hardwicke, Ph.D. & Jason Yu

#1. Jumping in without a strategy. You’ll only go so far with a “let’s throw stuff at the wall and see what sticks” social media approach, or the Nike “just do it” mentality. A social media strategy should be based on understanding which tools to use, who will be responsible for what tasks, what your goals and objectives are, and how you will measure success. Ask yourself why you are engaging in this specific marketing tactic and what results you want to see from it. Your objectives should be measurable and time-specific.

 

 

#2. Failure to integrate with other organizational entities and activities. The greatest risk of  failure in social media is treating it as a standalone activity that’s layered onto existing activities or added to the existing org chart. Integration and bringing in the appropriate marketing, sales, service, and other staff can create a more powerful strategy and ensure buy-in.

 

 

 

 

#3. Failure to use analytics or use them effectively. First, companies need to understand the power of analytics in developing detailed knowledge about customer demographics, needs, and expectations. They need to learn how to use the information for continuous refinement of their approach, and for developing their unique success factors. The adage of “data does not equal information” applies here.

 

 

 

#4. Assuming that B2B social media marketing is qualitatively different from B2C social  media. Authentic customer intimacy is the means of developing business and sales, regardless of whether the target audience is a consumer or a decision-maker in a business. Common denominator: they are both people. In a B2B model, you may need to address more “touch points” than with a consumer sale, but it’s easy to forget that those “touch points” are people with specific needs and expectations.

 

 

#5. Failure to understand the customer and effectively use customer information. This point sounds like Marketing 101, and, to a certain extent, it is. The challenge of social media is that you can get so distracted by posting and responding on the plethora of channels that you can lose sight of your original intention. In engaging with customers in social media, take care that you don’t build up expectations that the company can’t meet.

 

 

#6. Expecting too much too soon. Some of our clients come to us expecting the phone to ring or contact requests to flood their email inbox within days of implementing a social media strategy. With the increasing information overload in all forms of media, the length of time from initial impression to engagement or conversion can only increase. Through successful customer intimacy, companies can continuously refine their approach and successively decrease that time interval.

 

 

#7. Failure to optimize your website and integrate it with social media. While social media offers opportunities to connect and deliver your brand without your website, the website can neither be ignored nor exist in a silo. Companies should add their social media to their website to help rank higher in search results and become successful in spreading content far and wide around the world wide web.

 

 

#8. Missing opportunities to reengineer customer service and customer relationships. The ubiquity, convenience, and low cost of social media offer the most advantageous opportunities for cost-effective, high-performance customer service and customer relationships since the inventions of the Internet and customer relationship management (CRM) software. Companies can offset the cost of social media implementation by reengineering.

 

#9. Reductionist thinking that content equals text. Ebooks and white papers are a must for building your reputation and “mind share,” but don’t limit yourself to them. Videos, podcasts, and interactive applications aren’t just “nice to have”: they’re expected.

 

 

 

 

#10. Hiring an intern for the heavy lifting. If you believe that social media can be understood only by the “wired generation” or that it consists of simple content posting, you are likely to undervalue its importance and err in prioritizing the use of resources. The time you take to understand the importance of social media and how each channel works, along with online ads, will be well worth the effort. A corollary is using a student intern who may not have sufficient expertise to gather and disseminate mission-critical data or recognize a problem or opportunity soon enough. Interns can serve your purposes well, but they must be trained and managed by professionals on your team.

 

Here’s a holiday social media list to check more than twice

by Susan Hardwicke, Ph.D., and Jason Yu

Whether you’ve jumped into the fray of business social media or just tiptoed in, an end-of-year inventory of your social media efforts is an essential to a jump-start of your business in 2012.  The landscape will grow only more competitive.  If you haven’t taken a systematic approach to this new relationship technology, it’s not too late.  Using this checklist will help get you into shape early in 2012 and begin to discover your market leadership potential.

If you’re one of the thousands of businesspersons who have been too busy running your company to realize that the social media revolution is just beginning, don’t read any further.  Just buy any book or guide on social media and start doing it.  NOW.  As social media sage Erik Qualman aptly said earlier this year, “We don’t have a choice on whether we DO social media, the question is how well we DO it (emphasis Qualman’s).”  In 2012, make an effort to do it well.

10. Do you have a social media policy for your employees?  As more and more people spend hours socializing online, the importance of employees’ clear understanding of the company’s expectations for online behavior only increases.  People who identify themselves as your company’s employees and behave inappropriately or who make inappropriate comments about the company stand to tarnish the company’s reputation, not only their own.  Ensure that your human resources department has this as an immediate action item, if you are missing this in your employee handbook.

9. Are your company profiles (LinkedIn, Google, Facebook, Twitter, YouTube) up to date and complete?  Do they welcome visitors to contact you?  This is one of the most basic, high pay-off items in the list.  Make this a routine at least every six months and put it on a list of items associated with major events such as a move, merger, or name change.

8. Who in the company is responsible for social media strategy?  If you can’t answer this question, move this item to the top of your to-do list.  If you can answer this question, and the answer is more than 3, make consolidating responsibility one of your priorities for 2012.  And don’t forget integrating social media into key organizational activities.

7. Are you building an email subscriber database using social media (invitations and offers, for example) and methods such as ebooks or white papers?  The volume of your email subscriber database is not as important as it was even two years ago.  People open emails that are important to them at the moment they see them in the inbox.  You have a split second to get their attention, even if you are a company they value.

6. Are you monitoring your reputation online?  How many times and ways do you Google your company (or your professional name) and search various channels to learn what people—customers, employees, and vendors—are saying about you?  Even if you are using a reputation management company or software, you need to check to ensure it’s doing its job.

5. Is your website “social media friendly”?  Do you have a blog, Facebook widget for comments, and an article share widget?  If the answer is “no,” don’t wait until 2012 to fix this problem.  Social media widgets are now expected as the contact form on your website.  If you don’t have one, savvy technology users will view you as clueless.

4. Are you attracting enough “likes” on Facebook and has your Twitter “followership” increased at a steady pace over the past six months?  Are your “likes” and “followers” greater than your competitors’?  The number of followers and likes needs to be geared toward your business.  A local small business marketing to other local businesses might be well served by only 150-200 likes, a number that is ridiculously low for any consumer business other than a hot dog stand.  If your followership is too low, it’s an indicator that you don’t have your finger on the pulse of your customer base.  If your competitors’ are even lower, you have an opportunity to grab mindshare and become a market leader.

3. Have you evaluated any of the following for their applicability to your business? 

1. Google+
2. Tumblr
3. Foursquare
4. StumbleUpon
5. Reddit
6. Mobile Apps

Staying on top of the latest developments in social media and analyzing if and when to deploy is as essential to business as monitoring the right financial index is to your portfolio.

2. Are you tracking customer (and potential customer) contacts, click streams, and other data and USING it to change how you interact with your customers?  Nearly all companies have Customer Relationship Management (CRM) software that typically ends up in silos, unused.  The new buzzword is Customer Intimacy (CI), and it will remain just that, a buzzword, without merging data from multiple sources and using the best minds in the company to innovate new ways to interact with customers.

1. Do you emphasize engagement more than broadcasting to your contacts?  The “push” mentality is the most difficult marketing mindset to break, as it tends to permeate the paradigms of advertising, public relations, promotions, and sales. Consider how your behavior and attitude toward direct mail, and even email, has changed in the past two years.  If you send unwanted direct mail and emails to the physical and virtual trashcans, why would you expect your customers to behave differently?  A fundamental way of engaging is the blog (including micro-blog channels, such as Twitter).  A recent study by a social media company revealed that blogging between 16 and 20 times per month had twice the website traffic than businesses that blogged less frequently.

Top 10 mistakes to avoid in B2B social media

#2. Failure to integrate with other organizational entities and activities. The greatest risk of  failure in social media is treating it as a standalone activity that’s layered onto existing activities or added to the existing org chart. Integration and bringing in the appropriate marketing, sales, service, and other staff can create a more powerful strategy and ensure buy-in

Top 10 mistakes to avoid in B2B social media

#4. Assuming that B2B social media marketing is qualitatively different from B2C social  media. Authentic customer intimacy is the means of developing business and sales, regardless of whether the target audience is a consumer or a decision-maker in a business. Common denominator: they are both people. In a B2B model, you may need to address more “touch points” than with a consumer sale, but it’s easy to forget that those “touch points” are people with specific needs and expectations.

Top 10 mistakes to avoid in B2B social media

#7. Failure to optimize your website and integrate it with social media. While social media
offers opportunities to connect and deliver your brand without your website, the website can
neither be ignored nor exist in a silo. Companies should add their social media to their website
to help rank higher in search results and become successful in spreading content far and wide
around the world wide web.

Top 10 mistakes to avoid in B2B social media

#8. Missing opportunities to reengineer customer service and customer relationships. The
ubiquity, convenience, and low cost of social media offer the most advantageous opportunities
for cost-effective, high-performance customer service and customer relationships since the
inventions of the Internet and customer relationship management (CRM) software. Companies
can offset the cost of social media implementation by reengineering.

Top 10 mistakes to avoid in B2B social media

#10. Hiring an intern for the heavy lifting. If you believe that social media can be understood only by the “wired generation” or that it consists of simple content posting, you are likely to
undervalue its importance and err in prioritizing the use of resources. The time you take to
understand the importance of social media and how each channel works, along with online ads,
will be well worth the effort. A corollary is using a student intern who may not have sufficient
expertise to gather and disseminate mission-critical data or recognize a problem or opportunity
soon enough. Interns can serve your purposes well, but they must be trained and managed by
professionals on your team.

Healthcare providers at risk to miss opportunity

Published by The Hardwicke Group on August 8, 2011

In any era of technological change, the risk-benefit assessments made by adopters and would-be adopters determines how soon, if ever, the technology is adopted.  Except for diagnostic and treatment technologies, the risk-averse healthcare industry has been generally slow to adopt technology.  This is particularly true for marketing and patient contact.   But hesitation to leverage a powerful tool, such as Social Media, could have devastating consequences for any provider.  Social Media represents one of the most significant technological breakthroughs in the past 30 years because of its psychological and behavioral impact, even on those who don’t participate.  Failure to understand this will someday be likened to failure to understand the power of the x-ray.

When the American Medical Association released its recommendations on the exploding use of Social Media, they were predictably cautious. The report advised healthcare practitioners to routinely monitor their own Internet presence; use privacy settings to safeguard personal information; and maintain appropriate boundaries of the patient-physician relationship when interacting.

“Using social media can help physicians create a professional presence online, express their personal views and foster relationships, but it can also create new challenges for the patient-physician relationship,” said AMA Board Member Mary Anne McCaffree, M.D. Well, every new technology creates challenges.  It also creates opportunities—to reduce costs, improve service, and attract more patients.

In Social Media adoption, healthcare practices are being too cautious and the patients, as well as practices are missing out.  For the sake of patients everywhere, I hope that docs learn from the mainstream media’s resistance to Social Media– which nearly blew up their entire industry.  Let’s use Facebook as an example of how healthcare practitioners can improve the provider-patient relationship, as well as the health of their patients.

1. Facebook Groups. Did you know that you can form a closed group on Facebook, so that only your patients can view what you post there?  It helps to ensure, if you so choose, that practice resources are dedicated solely to patients.

 

2. Facebook Pages. A Facebook Page is like a mini-website that is rapidly becoming a business essential.  Last year, more searches were conducted on Facebook than on Google—a staggering accomplishment.  If you don’t have a Facebook presence, you really are missing out on conveying your basic business information.

 

3. Facebook postings and information: how you can help your patients.
   • Encourage compliance. People increasingly log on to Facebook on a daily basis.  They check their news feed, messages, and friend requests.  In fact, Facebook messaging has replaced a considerable amount of email activity. Facebook can be a friendly, non-intrusive way to remind patients generally to take their medication, schedule examinations, and take steps in the home to prevent disease.
   • Human engagement and communication. This can’t be stressed enough. With their time stretched thin and a high volume of patients, healthcare providers have greatly reduced that traditional sense of personal relationship with their patients. By using Social Media in a responsible and steady manner, healthcare providers can put a more human face on their practice. Do your patients know your nurses? Do they know you? Regular posting can make them feel like they do.
   • FAQs and education. Any frequently asked questions may also be addressed through regular Facebook updates, “Discussions,” or instructional videos. And when flu season rolls around, or kids go back to school, people need to be reminded to schedule appointments. One of the biggest complaints healthcare providers have these days is that patients are trying to self-diagnose their problems at home online. They don’t have the training or experience and may be looking at untrustworthy sites—all of which can add stress and make their condition (or lack thereof) worse. With Facebook, doctors can not only post new research studies that they deem helpful, but they can suggest the best online research tools and links. A doctor’s influence shouldn’t end in the office; it needs to be in the home.

 

4. Personal referrals and “Likes.” Facebook is the greatest method for word-of-mouth marketing in the world today. When you go to where the people are, where friends are sending recommendations to friends, you are gaining critical exposure for your practice. This is primarily done through the use of a “Like” button, which is the best kind of advertising you can get these days—and it’s free. The more “Likes” you have, the more new referrals you are likely to find. Don’t run the risk of losing your patients to the latest young doc on the block who knows how to network online.

 

5. Patient retention and satisfaction. Facebook is a major avenue for clients to voice both their approval and concerns—helping doctors and nurses improve their practice with a patient-centered approach. As small business owners have already learned, whenever you engage with your clientele in a public forum, usually it only helps to generate a better overall product or experience.

The greatest fear about Social Media is that it can’t be controlled.  Don’t let that stop you from using its power for you and your patients.