With Building Products Social Media Marketing, Start by Listening
I hear constantly from building product marketers that social media doesn’t apply to their business—that it’s “a B2C thing” or that it’s “for Millennials” and has no use when it comes to generating marketing qualified leads and closing sales. But when someone says this, what they’re really telling me is they’re not ready to use social as a platform to talk. My suggestion is this: if you’re hesitant about incorporating social media into your marketing plan, start instead with listening.
Quick story. I was at a trade show two years ago when a UPS delivery truck left behind a package containing my client’s pop-up booth. While an account coordinator at my agency tried frantically to get through to someone to talk to on the phone, I tweeted at UPS for help.
In the time the UPS social team responded to me, contacted the nearest store manager, and had the truck re-route to come and pick up the package, the account coordinator still hadn’t even reached an actual person on the phone.
These are the kinds of opportunities companies miss when they don’t at least listen to what’s happening in the social space. By leveraging social listening tools, companies can also tap into emerging trends. Tracking industry chatter helps businesses anticipate shifts in customer preferences, allowing them to adapt proactively. Not only can this improve content strategy, but it also offers insights into reputation management. But there are many more benefits to social listening beyond just customer service. A recent article I read outlined a few that GE Lifesciences experienced when they began using social listening tools to monitor their industry:
- Understanding language and terminology prospects were using
- Learning the topics their audience was most interested in and creating content based on this information
- Creating keyword search repositories for SEO and website taxonomy
Not every building products company is ready for a full social media marketing plan. I get it. 68% of CMOs openly admit their companies aren’t ready to fully incorporate social media into their strategies. But just because you’re not ready to use social as a platform to market your products doesn’t give you a free pass when it comes to listening to what your audience is saying.
Examples of Successful Social Media Listening
Companies like Salesforce have seen substantial benefits from social listening. By monitoring real-time conversations, they refined customer support and developed new services. Similarly, Dell used insights from social platforms to revamp their product design process, aligning offerings closely with customer demands.
At its heart, the building products industry is still about people. Incorporating social listening into marketing plans helps create a feedback loop. Teams can swiftly respond to concerns while using gathered insights to fuel innovations. This flexible approach also aids in strengthening brand loyalty and improving overall customer satisfaction. And as generational dynamics shift (hint: they’re already shifting), you can bet that those people are going to be on social media. One day social media won’t be optional—start listening now so that when that day comes, your company is prepared to speak.
