Letting The Team Come Out To PLAY!!!

Giving your employees a voice to the public can be one of the best thing Rogers could do or one of the worst. Allowing your employees to have their own identity in the public eye not only gives your company transparency it gives it a unique appeal it the outside business world. It helps your employees who wish to take part feel like they’re not part of the masses but a special gear that that the machine of the business flow (this can be especially useful in a commission based environment). This also brings your employees from all of Canada together as one as they could share tips on how they sell a product and other in store tips. It also gives a face to your executive instead of them being some power suit that your employees are afraid might fire them one day it allows them to learn about who helps make this business run and may also spark messages to them that inquire about how to move up higher into the rogers family. Though this strategy comes with a lot of opportunities it may also come with some major threats. Employees who may become disgruntle may post rude or unprofessional post that could damage your companies brand or give your competition an advantage over you. To prevent this you could place security software into the blogging software to prevent crude words ( but there are always around this using spacing or numbers). The best way to go about this is to set an employment requirement date 3 months or 6 before allowing employees to post this will help medicate the risk of allowing employees crude posts. Over all this is a great idea to help bring a sales team together in sharing information internally and externally

Maximizing the Effects of Social Media

To integrate successfully into the social media realm Rogers must make sure to take small educated steps in their social media initiative.  This means looking at one problem at a time and creating a social media cure with the proper metrics so they can evaluate the effectiveness of the plan after it has been put into place. If Rogers does not take these issues one at a time they may become overwhelmed with solving all the issues at once and instead or correcting the situation properly they will be only placing a temporary fix or misusing resources all together.

To prevent Rogers from becoming nervous with this slow process of taking one step at a time Rogers can create a vision for what it wants it social media message to be. Knowing what the vision message of the social media initiative is will help reassure that the message stays on tract throughout the whole process. Rogers may not know what type of device they are going to use to solve the problem but they will not what the end goal message should be. This will help executives that are working on the medium of the message to not get off tract or distracted by false goals and stain in line with the true objective

A strong leader for each plan will be a great asset ensuring that goals are meet and that the social media message is being fully utilized. This leader will need to have strong communication skills with in the coming dealing with executive from different aspects of Rogers as well as, strong communication skills with Rogers audience and knowing what the public wants and needs to hear through these mediums. This leader will have to remain strong though out the process driving the vision into each project and not allowing themselves to uninvest to easily in a project so that they can move on to another.

By following these there strategy’s Rogers should be able to reap the full benefits of social media in each online issue it chooses to invest its time in.

Energizing Customers

Rogers can energise there customers by allowing customers to rate and review their products. This allows a great deal of information to travel from the final consumer to Rogers and up Rogers supply chain so that they can create a better product in the future. This medium of allowing customers to review products also brings Rogers customers together as a community talking about their likes and dislikes, this allows Rogers to view their customers from the sidelines and lets them learn more about the demographics that there are currently selling to. If customers are complaining about a product they received in vast amounts Rogers can look into the problem and it they find it is a common defect they could issue out a rebate or a bill credit to regain their customers loyalty and also show that roger is paying attention to what their customers are saying about their product. This review board may also be used as a form of ROI on the investment in social media by comparing the positive reviews  “views” and comments compared to the increasing sales in the phones view Rogers could then measure how profitable this ratting and review forum is working for them. This forum will also help rogers to see what new phones customers want rogers to how and how big the demand for these phones are with in rogers client base, knowing this information could help prevent rogers from offering a product that will not sell in the future.

Tweeting You Into Sales #dollardollarbills

Rogers Handles:

@Rogerhelps – Customer care

@Roger_canada – Information and promotions

@RogersBuzz – keeping you in the know with whats going on with Rogers

Energizing the “tweetosphere”

The tweetosphere is defined by urban dictionary is “the intangible dimension of cyberspace in which information is indiscriminately exchanged via microblogging 140 character or less “tweets”” (Conlike, 2011). Rogers can energize this by responding to tweets made by others, following and re-tweeting manufacturer’s or phones themselves IE the IPhone or Galaxy’s S3, or even tweeting or following their competition(this should be down in a professional manner)

Contests

Holding contest over Twitter is another great way to drive traffic towards Rogers’s web pages and into their stores. Everyone loves the idea have a chance at winning something especially a new phone. Something as simple of having a rogers page re-tweeted or a hashtag inserted into a  tweet could cause rogers to go viral or really start trending. Every re-tweet rogers would get opens up a new segment of potential customers to rogers and all for the cost a free phone.

Having a Backup Plan

Nothing in this world is perfect or safe. This goes for twitter as well, if a tweet is sent out into the “Tweetosphere” that has a negative side effect Rogers need to be able to act quickly to have the issue remedy before a wildfire starts.

Also guys/gals follow me 

References

Li, C., & Bernoff, J. (2011). Groundswell. Massachusetts: Harvard Business review press.

Conlike, D. P. (2011, April 15). tweetosphere. Retrieved from Urban Dictionary: http://www.urbandictionary.com/define.php?term=tweetosphere

Forums

Rogers has been able to utilize the medium of online forms to not only save themselves time and money but also their clients. This tool allows Rogers to answer common or not so common errors that may occur to a client’s device. This method allows Rogers to answer the question once and reach multiple clients at the same time that may have the same question or concern. This provides mass convenience to customers and is able to save Rogers time and money from customers bogging down their customer support phone lines. Though the forum community seems to be thriving, I have two suggestions that Rogers could put in place to help drive traffic towards their forums. First more advertising or in store direction towards this online tool to help answer questions, this push would help clients help themselves. Plus typing something into a search bar saves loads more time than staying on hold. My second concern would ties in with the first but helping the older generations understand how to search for issues on forums this maybe a hard obstacle to overcome or as simple as explaining it in store and giving them a pamphlet of filing questions online. Here is the link to Rogers Forums: check it out

Successful Tips Rogers’s can use for blogging

1.  Start by listening
To determine the purpose of a blog Rogers need to listen to its current customers and potential customers, and see what information helps them deseededon providers or what information would give them an edge over the competition. By hearing these questions Rogers can focus their blog on answering them in a social medium and gain a competitive advantage.
2.       Determine a goal for the blog
After hearing from customers rogers can choose to focus their blog on a number of topics such as; providing reviews on new products, explain new services, providing a FAQ, or giving corporate rogers a more human feeling by providing information about executives and employees.
3.       Estimate ROI
After looking at the customer’s questions Rogers must determine if creating and maintain a blog will be the most successful solution financially some questions they should consider before going forth with the Blog are; is this the best medium to reach target market? , who will run the blog Rogers or an outside party?, how will we measure success of Blog?. If benefits seem to out-way the cons of using the blog than Rogers should continue with the implantation of the blog.
4.       Develop a plan
When making post in the blog Rogers must decide who will be responsible for making posts. They can choice to have one employee who is solely dedicated to researching the information and posting their findings or have many personalities and experts post on the blog depending on the topic of the post for that week.
5.       Rehearse
To help with the development of the blog Rogers should try posting 5-10 blogs with different styles; one with just a nameless Rogers personality and some posts with the experts/ different personalities and see witch post grab more positive attention from the public. After determining witch style works best for blog, Rogers can them begin to delegate the proper responsibilities.
6.       Develop an editorial process
Rogers will need to have an editor or a Montour to make sure information being let public is both correct and also not leaking to much knowledge to the competitors. This process will need to be stream lined as customers will want responses fairly quickly, this can be handles by out sourcing or hiring a full time editor for the blog.
7.       Design the blog and its connection to your site
The design for a Rogers’s blog should be fairly simple following the colors used on their website and commercials (red and white). Keeping these colors will help to reinforce rogers brand image.

8.       Develop a marketing  plan so people can find the Blog

Rogers can market their new Blog using a traditional method. IN the past rogers has shown new services they offered via TV air time and radio, these mediums can be utilized for the launch of their new customer based blog.

 9.       Remember blogging is more important than writing

Rogers must remember that blogging is a social medium between them and the public and not an instruction manual. This means to talk to the consumer like a person and avoiding the use of industry jargon or at least providing a definition and examples or what they Rogers is saying.

10.      Be honest

Rogers must remember not to over fabricate the benefits of their products in their new blog as anyone could be watching. If the public believes to see and over fabrication they will call you out on it and leave you open for criticism. It is always best to play it safe and keep your customers on your side

References

Li, C., & Bernoff, J. (2011). Groundswell. Massachusetts: Harvard Business review press.

POST-Rogers

People:  

Rogers’s customer base could be considered Critics and Spectators according to Social Technographics Profiles.  These profile categories show that Rogers target audience and market participate and observe social media activity.

Objectives:

Rogers should focus on the energizing strategy to reach its customer base. Rogers focuses on word of mouth advertising to help covert other customers from other telecommunications companies to Rogers. Rogers reposting customers positive experiences on their Facebook and Twitter can help to re enforce their brand quality and bring the fence sitters over to Rogers.

Strategy:  

Rogers needs to focus on continually growing and using technology to have a competitive advantage over their competitors. Roger has been known in the past to have the newest phones first and to launch the fastest networks (in Canada) first as well. By letting customers expresses their positive opinions via social media Rogers will be able to tap more markets.

Technology:

 Roger can use a few of social media tools to help push this strategy forward. Rogers can use twitter and Facebook to repost positive comments they receive from customers. Rogers can also use blogs to inform customers or potential customers  about their services and also answer questions customers might have