The Importance of Localized Branded Content on Social Media

The best performing and most valuable content provides relevance for the user as well as the brand with a great respect for the context. What is happening right now in your local community? And do you take local context into consideration when creating Social Media content for your global brand?

The importance of localized branded content on social media

We believe that it takes a local to tab into a certain location’s tone of voice and cultural understanding. It takes a Community Manager who grew up in the given location and is based there. Only then it will be possible to create authentic branded content that works for a local market, embracing the local trends, traditions and humor. The popular social media platforms support this fact with a range of functions.

 

Facebook

  • First the “Nearby” feature helped local businesses to be discovered by letting Facebook users in the local areas recommend them to their friends.
  • Another step was the Global Pages feature highlighting the value of local community management. International brands were now able to have one global identity – a global page – directing users to a localized version of the page.
  • Two months ago Facebook released yet another feature in the name of localized content called Local Awareness Ads that lets businesses target the people in their community with local ads – taking the “Nearby”-feature to another level.

Instagram is a location-based platform by nature, since location has been part of the founders visions since the beginning. Users are encouraged to location-tag their content, in order to create engagement to their own profiles. This automatically ends up being customer engagement for brands, when users tag a certain geographic place, shop or restaurant.

Twitter lets brands geo-target organic tweets to specific countries through an application created in collaboration with Sprout Social.

Pinterest is about to launch “Promoted Pins” (though only available in the US for now), which lets businesses target the right (local) community.

 

So… what to take away from this? By creating local pages, handles and profiles, you can increase your brand’s international reach and engagement. So why not get started?!

 

 

Get Ready for the Bots – on Facebook Messenger

2Facebook Messenger was released 5 years ago and now has over 900 million users. Originally receiving a flood of negativity towards a standalone messaging app, compared to one simple Facebook app, users seem to be warming to it. The decision to make it standalone does make a lot of sense, since messaging is a big part of people’s lives nowadays and Facebook even bought the domain messenger.com to launch a version for web browsers last year. Their 900 million users will more than likely be merged with Whatsapp’s 1 billion users, which means that Facebook will have the personal phone number of every single user – sounds like $19 billion well spent.

 

Open for Business

So that’s humans covered. Where to go next? Facebook is now venturing into their next Messenger-based project: bots. If you haven’t been keeping up, Facebook launched Messenger Platform last month, which holds within it, chatterbots. Luckily, these bots are not machine learning bots, such as the disaster that was Microsoft’s Tay. They do have some humorous replies if provoked but they ultimately steer the conversation back to the subject they’re designed to cater for. Thanks to their highly advanced Send/Receive API, these bots are able to reply with actual structured messages, including links, images, hotel reservations, the weather etc. You may immediately compare this to Apple Siri, Microsoft Cortana, Google Now and Amazon Echo, but what sets bots on Messenger apart is the fact that businesses can develop them, which in turn gives them another way to develop customer service. Simply put, bots could end up changing the world by replacing humans in such job sectors. Without the bespoke customer service integration that Messenger bots provide, the above voice-activated services will most likely not be able to solve business-related queries themselves. Having said that, the way bots behave is very reminiscent of the way Siri does. Maybe they’ll talk to each other one day and we’ll get the best of both.

 

Customer Service and Added Value

So how can these bots work for brands? Well, eventually, every major company in the world will have an account, which will be a first port of call when contacting their company. The reason this is almost definite is due to Facebook’s already-mammoth-sized network of users. It doesn’t get any bigger than Facebook when advertising to individual people, so connecting Messenger bots (as customer sales reps, for example) is extremely attractive. Messenger codes, one of many things taken from Snapchat, will also make it easier for businesses to connect with their customers. One industry example is how bots will almost certainly change how banking works for the consumer, replacing an app or web-based system with a dialogue with a machine that is able to understand your every need. The option to send money within Messenger itself is highly likely too, like Snapchat allows. This could also eliminate the hassle of speaking to a bank’s voice recognition system when calling by telephone – no more time (and money) wasted by the dreaded “I didn’t catch that. Please try again.” These voice recognition systems are essentially bots done badly, but they’re based on voice, which is a lot more difficult to translate into zeros and ones. Plus, you cannot autocorrect your voice (yet). I can see this whole system being replaced by bots – it could even connect you to a human advisor with ease, as you’re most likely already using your phone. Even if you’re using the desktop version or Facebook Chat, I’m sure they’ll figure something out. Besides banks, what other markets will benefit from this? Restaurants, travel and possibly supermarkets with online shopping services are big industries for it to thrive. The healthcare industry could also be a large portion – Healthtap have already created their bot, which isn’t surprising considering one of the first ever chatterbots was called DOCTOR and simulated a psychotherapist. In fact, the potential amount of markets are endless for this stream of interaction – just like it is with human customer service.

 

At the end of the day, customers are moving towards messaging as their preferred choice of customer service. And as generations progress, it will no doubt become the standard – a phone call will most likely be reserved for long, meaningful conversations with friends and family, which in turn will add even more meaning to them. The phone call will no longer be taken for granted, but talking to robots will be.