January and February are peak travel periods for New Zealand. Can you guess what would be the most important daily routine in tour guiding work? It is to ensure that tourists charge their devices (cameras, mobile phones, etc). Why? Because they may want to cancel a scheduled tour if their devices are not ready to document their adventures. That is exactly what happened last year when my company’s clients called a whale watching tour off.
Some time ago I researched relationships between businesses and consumers on social media. One result that has come through vividly is that our consumption practices take on a new meaning in the digital age – without being broadcast over social media, they are pointless. How does it apply to businesses?
Supporting consumers’ desire for self-presentation/expression has certain benefits for businesses, particularly when it comes to branding. For example, KiwiYo, a fast-growing chain of frozen desserts in New Zealand, blurs the line between its offline and online presence: photos taken by consumers in the cafe go to the company’s social media profiles in KiwiYo’s colorful promotional picture frames. KISS, an iconic American rock band, is famous for allowing their fans to display their photos on the stage jumbo screens, as well as on social media during the band’s performance. According to KISS’ website, they were the first band to experiment with “interactive concert photo experiences” (KISS debuts “KISS Liveshare”, 2010).
It seems logical to conclude that if business does not offer their consumers an opportunity for self-expression, then it might be wasting time on social media. In this respect, the ultimate goal for any business, regardless of industry, is to provide consumers with personalised experiences. Here is how:
- Learn what makes consumers engage with a brand. There are numerous personal and professional reasons. Use this knowledge to change approaches to social media content and conversations.
- Turn consumer-brand interactions into “red carpet” or “award ceremony” experiences by taking advantage of modern technologies in conjunction with social media.
(Piven, I. & Breazeale, M. (2016). A desperately seeking customer engagement: Five-Sources Model of brand consumption in social media community. In V. Benson, R. Tuninga, & G. Saridakis (Eds.), Analyzing strategic role of social networking in firms growth and productivity. UK: IGI Global.)