Whole Foods Market (WFM) is a leading natural and organic food store, with nearly 300 stores across North America and the United Kingdom. They have an integrated marketing approach as their social media strategy is built around their company website and additional platforms including Facebook, Twitter, Instagram, Google+, and Pinterest. WFM is often considered a role model for other brands after five years of having successfully executed their social media marketing plan.
They are successful for a number of reasons, but I'll list the four that I find most important:
1. Each social platform has its primary objective. For example, Twitter is primarily for customer service, questions, and requests. Meanwhile, Facebook is where WFM promotes products, engages and educates their customers. None of their platforms are neglected, as they see the value of each being used equally to build their brand image.
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Whole Foods Market on Google+ pictured above;
WFM Facebook on lower left and WFM Twitter on lower right |
2. WFM keeps messaging and imagery consistent across platforms, using the logo and a prepared food item in their photo covers (see right). Content is updated daily (almost hourly on Twitter) and they drive users mostly to
their blog with links. Their hashtags include #WFMdish and #WFMwine, but are used sparingly.
3. They prioritize the local component of each store. Community managers focus on being where the customers are. These individuals work to engage with customers on WFM's multiple platform accounts.
4. They believe customer engagement and conversation should occur as naturally as possible. They are good at social listening and are ready to apply new ideas from what they learn.
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It takes a lot for a company to admit struggling to determine ROI in their social media strategy
. It speaks volumes, however, knowing they found a way to make an impact socially utilizing resources already available to them. That's exactly what
The Home Depot did by creating the "social media store associate" position. This hybrid role is now three years old, and allows select staffers to be go-to experts and social media content creators two days a week. Through their use of Facebook, Twitter, Instagram, Google+, and Pinterest, they assist with media appearances on Home Depot's How-To Community, The Apron blog, the
Garden Club and HomeDepot.com.
Everything is up to date as the platforms highlight Home Depot's current specials of "Red, White and Blue Savings," for the Fourth of July. They're using this across all platforms, so the messaging and imagery is consistent. Similar to Whole Foods, The Home Depot pushes users through to their blog via links in Facebook and Twitter posts. Their hashtags, #SpringMadeSimple, #DIHWorkshop, and #StyleChallenge produce results on almost all platforms.
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| Home Depot Vine Video on Facebook |
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I was especially drawn to their visual platforms -- Vine,
Pinterest and
Instagram. On these platforms, users can find fun, vibrant videos, and lots of high resolution photos. But each channel has their distinct purpose. Vine is used as a quick educational/tutorial tool. Pinterest is aspirational with the best looking visual information, whereas their Instagram makes the user want to share in the experience. All in all, it's great to see Home Depot make the distinct move toward more visually focused platforms when consumer interest towards the ongoing trend of visual posts is increasing.
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"Unlike the majority of retailers that believe brand to fan engagement is the primary goal of social media, Amazon has always concentrated on personalizing the shopping experience," says Wade Gerten, CEO of 8thBridge, Inc. Out of the three brands I've researched, Amazon is the only one that is almost exclusively promotional on all of its social media platforms. They take an integrated approach, having a presence on Facebook, Twitter, Instagram, Google+, and LinkedIn. All of these channels are consistent in messaging and imagery as they currently advertise "the first smartphone designed by Amazon #firephone."
Facebook is the network with the most up to date content, with Instagram and Twitter in close second. Their newsfeed on
Google+ is heavy with promotional information about electronics like headphones, watches, and other gadgets. Amazon's use (or lack thereof) of Pinterest was really surprising and saddening. As the photo below shows, they only maintain 18 boards - many of them old - and a little over 800 pins.
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| Amazon Pinterest header |
Besides #firephone (or any hashtag promoting a new product of theirs), their use of hashtags is inconsistent across platforms. Amazon doesn't drive users to their other social channels. Rather, any consumer interactions that happen on Facebook, Twitter, and Pinterest drive significant sales to its online retailer site to make a purchase.
Some would argue that Amazon has
missed the boat on social media, but their incorporation of social elements into its own site cannot be overlooked. They make it easy for shoppers to share products with their friends with a Like button, Tweet button, Pinterest Pin-it button, Google+1 button, and an Email A Friend button on its product pages. Additionally, Amazon gives customers with Facebook-connected accounts to see reviews written by their Facebook connections. By use of crowd sourcing, Amazon is making efforts to personalize the consumer's shopping experience.
Sources:
Schoultz, M. (No Date). "How Whole Foods Marketing Uses Social Media to be a Difference Maker." Digital Sparks Marketing. Retrieved 26 June 2014.
http://www.digitalsparkmarketing.com/creative-marketing/social-media/whole-foods-marketing/
Stambor, Zak. 5 Dec 2013. "How Social is Amazon?" Internet Retailer: Portal to E-Commerce Intelligence. Retrieved 26 June 2014.
http://www.internetretailer.com/2013/12/05/how-social-amazon
Zmuda, Natalie. 29 Sept 2011. "Home Depot's Social Media Strategy Pays Off." Advertising Age. Retrieved 26 June 2014.
http://adage.com/article/special-report-social-media-guide/home-depot-s-social-media-strategy-pays/229865/
Colors influence how consumers view the "personality" of a brand. According to a study called Impact of Color in Marketing, researchers found that up to 90% of snap judgments made about products can be based on color alone. Take a look at the Emotion Guide to the right and the overall feeling associated with each color.
