A Deep Dive Into GetSatisfaction’s Content Strategy
While GetSatisfaction may not be directly related to the Rolling Stones’ song of similar sentiment, the two cultural entities actually have a lot in common.
GetSatisfaction works with big name brands to encourage interaction, feedback and communication. And this isn’t some “useless information, supposed to fire (your) imagination” – the company offers real solutions to create a satisfying experience for its customers, and as a result, its clients.
Their Content Strategy
The software and apps help companies create a customer community, which then helps social media gurus to connect with their consumers. Utilizing independent community pages, Facebook and widgets embedded almost anywhere, customers are able to ask questions, provide feedback and troubleshoot with others.
In order to help engage its own customers and potential customers, GetSatisfaction has sharpened its own engagement skills with its seven layer blog, encompassed under the headline, “Social Studies: How to Succeed in Social Business.”
The subheadings of social business, social support, community college, tips and tricks, best practices, team satisfaction and product blog provide unique posts that better illuminate the company’s ultimate goal: providing useful communications.
The posts are unique, they’re relevant and they provide insight to clients and non-clients alike. Many are highlighted with thought provoking infographics; subconsciously soliciting feedback and engagement. They educate and reaffirm the need for social interaction in business, regardless of the size of the company, the product or the service being offered.
Impress Your Own Employees
The company tests out its theories on its own employees. “The key to a good corporate blog is to entertain your fellow co-workers,” said Andy Wibbles, GetSatisfaction’s director of marketing. “If they don’t laugh or enjoy the content they aren’t going to help promote it. When we post a new piece of content, I send an email to our entire team with easy links for them to retweet, Like, share on LinkedIn or blog the content. Make it easy for your content to be promoted,”
In the Best Practices section, case studies of successful companies show just how powerful the community network can be. For example OMGPOP, the brains responsible for the addicting games that many of us find ourselves playing, was receiving 150-200 support requests every day. After initiating the community option and a place for peer-to-peer problem solving and streamlined communications, the company found its support needs dropped to only 30 per day.
Other posts simply highlight the growing need for an interactive presence. The site utilizes statistics, most of which it gathers from its own clients, to promote their successes. GetSatisfaction continues to take advantage of the growing demand for content marketing and the undeniable need for consumer engagement.
GetSatisfaction is using its tips and tricks for success as well. It has seen the company grow to 63,000 communities including big-name brands like Microsoft, P&G, and Mint.com (owned by Intuit). It has found itself host to nearly 10 million visitors each month and it is anticipating significant growth since the introduction of multi-language support systems in October 2011.
In addition, Wibbles said the company is focusing on its mobile strategy. “We’re spending a lot of resources right now building out our mobile strategy and the emergence of social business. Our content will echo and anticipate our product development cycle.”
Mick Jagger couldn’t find satisfaction, but GetSatisfaction and its customers surely are.
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