We like to keep our finger on the pulse of the wireless industry. Analyzing trends, building a community, and interacting with industry reps via social media is an important part of that.
After spending a great deal of time interacting with wireless industry experts, analysts, and sales reps on Twitter, one thing has become abundantly clear.
Sprint and T-Mobile are killing the competition. And it's not even close.
Social media presence
Let's start with the actual online presence of these two companies.
Not only does nearly every single Sprint and T-Mobile dealer have a Twitter account, but most of the individual reps do as well.
This is important for 3 reasons:
- No one cares about yet another faceless brand.
- People want to see who they're interacting with on social media.
- It encourages deeper engagement and stronger relationships with potential leads.
- It fosters a healthy, competitive spirit among team members.
Let's explore that last one a bit.
Social media engagement
When it comes to social media engagement, the leaders of these two companies truly lead by example.
Both CEO's of Sprint and T-Mobile are heavily involved on Twitter, and not just with reporters, bloggers, or celebrities. They're interacting with everyone, including their most important audience, their customers.
Here's T-Mobile CEO John Legere:
@bmmusser email me— John Legere (@JohnLegere) May 22, 2016
@CupOnMyCake of course. John.Legere@t-mobile.com— John Legere (@JohnLegere) May 17, 2016
And Sprint's CEO Marcelo Claure:
@poblano1985 where are you located and what phone do you have ?— MarceloClaure (@marceloclaure) May 13, 2016
@ctobin22 we have a 30 day guarantee. We can send a direct to you car to give you the best customer experience you have ever seen !— MarceloClaure (@marceloclaure) May 3, 2016
When you create a comprehensive marketing strategy and implement it from the top down, it ensures your entire organization gets behind it.
The proof of this can be found throughout Twitter, as Sprint and T-Mobile employees are incredibly active on the platform.
Interacting with team members, using sponsored hashtags, and posting selfies with happy customers are just some of the useful ways these reps are using Twitter.
Even on rain days customers come first pic.twitter.com/VtN3CXULMp— Sprint Stoneham (@SprintStoneham) May 3, 2016
So, what do we learn from this?
3 Takeaways From Sprint and T-Mobile's Social Media Strategies
1. Don't be afraid to show some personality
As I mentioned earlier, the ol' hip and sassy brand shtick is worn out. No one is interested in following another faceless brand on social media.
Instead, highlight what really makes you interesting: Your people.
We never grow tired of stories. Hearing them, telling them, and sharing them. And the most memorable pieces of stories are always the ones that involve the people in them.
Show the human side of your business. Your audience will relate better and be more prone to engage.
2. If you want your employees to use it, lead by example
With both T-Mobile and Sprint, the CEO's themselves are getting down in the trenches and interacting with even their smallest of customers.
These two men are in charge of massive corporations worth billions of dollars, but take a much smaller approach. And it works.
This is effective leadership.
We're not talking about pulling a Michael Scott and trying to be your employee's BFF. You're their boss, and need to act as such.
But showing your team that you practice what you preach will show that you truly believe in what you're selling, and will inspire them to follow your lead.
3. Don't spend your entire time "pitching" to your audience
Yes, the whole point of having a presence on social media is to ultimately sell more things, like any other marketing tool.
But constantly tossing out an ad or promo is not going to resonate with anyone. People are bombarded with sales pitches every single day.
The goal of social media is in the name. Be social.
When you go to an industry networking event, do you walk around handing out flyers for your product? No, you connect with the people there. You build relationships.
Think of social media in the same sense. Focus on building a relevant audience with mutual interests.
When the time comes for them to purchase something, they will likely think of you first.
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