Cindy King's International Business Blog » customer service

How to Connect Globally With Social Media

Cindy King — Sun, 21 Mar 2010 23:00:05 +0000

Here is my article which was first published on Social Media Examiner:

Do you know how to use social media to target a global audience? After all, social media provides a low-cost solution to engage your prospects, customers and partners located in different regions of the world.

As Scott Monty, head of social media for Ford Motor Company, says, “U.S. brands looking to leverage social networks internationally know that while their messages need to stay consistent regardless of the region, the language, cultural reference points, platform and tactics, all need to be tailored for each market.”

He continues, “Whether it is customer service, IT, HR or product development, there are a number of uses for social media. And when you add to that all of our constituents—customers, employees, shareholders, dealers, retirees—it becomes a very complex assignment.”

Here’s a look at a few of the difficulties and how you can overcome them…

The Information Available

In the past, statistics on social media were difficult to come by and they were not always relevant. But there are more Internet statistics available today even for social media. McCann’s Wave 4 Power to the People report is one resource available to gain insights into how to use social media internationally.

The trouble with an international social media strategy, as Erik Qualman of Search Engine Watch points out, one size does not fit all. Having more relevant statistics does not get you very far. You still need to learn how to adapt what you do on social media to effectively connect with people in other countries. And before you can do this, you need to know a bit more about what social media is like over there.

Social Media in Different Regions of the World

A good place to start is to look for general insights into the social media environment in the places you would like to reach.

The Nielsen report Global Faces and Networked Places clearly explains why localization has won the day in many countries and says, “Succeeding in China takes more than producing a translated version; it requires investment in a local infrastructure and a mentality of running a Chinese social network that understands the domestic nuances of social network behaviour rather than simply rolling out a generic social network in Chinese.”

Here are more insights from two social media players well-known in their own countries:

Have a look at this interview of Laurel Papworth in which she gives an analysis on what’s happening in social media in Australia and Southeast Asia.

Fred Cavazza says, “The main differences in France‘s social media are based on the local offering and local players: Dailymotion, Skyblog, Viadeo, Dofus, BlogSpirit, CanalBlog, OverBlog… and there are 3 distinct groups in France around culinary, political and IT gadget blogs.”

Fred Cavazza raises a good point. Let’s have a look at the main challenges presented by local offerings and local players. These are areas where you will need to adapt to fit in with what works in the local social media environment.

Cultural Differences in How People Respond to Social Media

Cultural differences always impact how people use social media. Here are some insights from a few culturally minded social media players.

Engagement—Jack Yan says, “There seems to be a gap between Americans and New Zealanders on Twitter usage, for instance. Kiwis, for the most part, seem to engage a bit more and there are relatively fewer accounts, proportionally, made up of automated tweets. There seems to be more of a demand on American tweeters, for instance, to provide a lot of content, and I suspect that this drives the automation. This arguably comes back to the different cultures: one historically more collaborative, the other historically more individualistic.”

Hesitation—France shares a trait with many countries: hesitation and observation before engaging in new social media. Thierry de Baillon says, “Where Anglo Saxons are prone to quickly dive into new platforms and get new habits, Frenchies stick with old ones, watching others acting while taking their time.”

Networking—Lucy Chatburn sees more networking activity on both LinkedIn and Facebook in Turkey than in the UK. “This could be because networking doesn’t come naturally to many British people. And a LinkedIn profile is definitely not seen as an essential career tool in the UK.”

Shyness—Mixi, a leading social network in Japan, added a special feature to make it easier for people to make friends.

Of course, there are many more ways cultural differences impact social media. Before you can find the right way for your business to connect with people on social media platforms in different countries, you do need to:

Develop cultural awareness
Do your research
Adapt your communication and social approach

Evolution in Local Players

Other challenges in international social media are related to changes in popularity of social media platforms. A snapshot of the social media environment in any country may not remain current for long. Social media environments change.

Facebook’s growth has had an impact on many countries outside of North America. Orkut’s popularity in Brazil and India is changing.

This is why it is difficult for businesses to know how to:

Anticipate where to spend time
Identify the most relevant social media platforms for their business

Good monitoring practices and a local presence are keys to success.

Can Social Media Help Your International Business?

There are many reasons why this is a tough question to answer. As we have seen above, statistics do not always reflect how people use social media. There are also:

Different speeds of adopting social media
Differences in how locals use social media
Differences in how businesses can use social media in different countries

On the one hand, local statistics can be misleading. Another culturally minded social media player, Martin Lindeskog points out that “The broadband/high-speed Internet connection is very common here in Sweden.” However, he also notes that “you can’t find many examples of companies that have embraced a new type of media strategy in full scale yet. There is a lot of talk about Twitter, but you don’t see many companies microblogging.”

On the other hand, although statistics only tell part of the story, a detailed view of the local social media environment can give you valuable insights. According to Fred Cavazza, the social media market in France was evangelized long ago by local players, and this made the road to success easy to maneuver for Facebook in France.

Successful International Social Media

If you are serious about using social media within an international marketing strategy, you will need:

Strong cross-cultural skills
Local professionals

The right people will help you through the complexity in finding:

Preferred offers
Communication preferences
Use of different platforms
Where and how the people you want to reach use social media in their country

A Source of Inspiration

In addition to connecting with business networking partners abroad, there is another good reason to keep an ear open for what is happening in international social media: there is richness in diversity. And this can help you stay in tune with social media as it evolves for everyone.

Monitoring how businesses in other countries use social media helps you to:

Get ideas for new things to try in your own country
Spot new trends in other areas of the world which might, in time, affect your own industry

As different people around the world adapt social media to their own cultural tastes and the driving forces in their local markets, we are sure to see:

More innovation
Different uses for social media in business
Opportunities to adapt the strategies and tools we are familiar with to new international markets

Observing these changes and understanding why they fail or succeed increase our understanding of what social media is all about. Although North American businesses are using social media more than businesses elsewhere, there are many examples of innovation and inspiration to be found outside of North America. This alone is why following international social media is useful to many businesses.

Now, over to you…

What have you learned by observing social media in other countries?
What is the most interesting difference in international social media to you?
What anecdotes can you share about social media in different countries?

Please share your comments with us below.

Marketing Maturity At Different Stages

Cindy King — Thu, 15 Jan 2009 23:00:56 +0000

Improve Your International Marketing

Last week I wrote about an example of how a broad cultural generalization was used out of context.

Cultural Differences Affect How Business Is Done

I personally cannot think that an entrepreneur in one country is really any different from an entrepreneur in another country. People are people.

Entrepreneurs from different countries simply have to do business in different cultural environments. And these cultural differences may create different, or additional, stages of business development.

Different Stages Of Market Maturity

I remember one evening when my French brother-in-law came in to a family dinner very excited. He was definitely very happy about something. We all wanted to know what his good news was all about.

He then proceeded to tell everyone that he had just implemented a great, new rule in his office. Something that was sure to increase his business and make him more money.

What was this new rule?

The telephone had to be answered before it rang a third time.

Now I am North American. And I had worked with North American customer service standards for a while.

So what? He finally realized it is good business to be nice to your clients and not have them wait before trying to reach your competitor?

Well, this happened over 20 years ago. Yes, American businesses were stronger at customer service. But French businesses were even further behind then than they are today.

I have written about my frustration at the lack of a business-building service mentality here in France… compared to the American standard service.

A Clash In Market Maturity

The question is:

Is there an element of different degrees of market maturity in customer service between France and the United States?

There probably is. Mixed with different cultural perceptions of what good customer service is, of course.

Ever since I came to France, I have heard the French people tell me that France was 20 years behind the Americans. Now, this has to be framed in the right context. You will probably not be able to understand this, unless you have lived in France for an extended about of time. So do not take this at face value. It is a terrible cultural generalization.
I continually marvel at the increased sophistication of American marketing today. Can marketing get any more sophisticated? I do wonder. There only seems to be one way to go next: back to marketing basics.

New Marketing Opportunities

If there is any validity to this…

The Americans will go back to marketing basics
The French will go into the next stage of marketing sophistication… they have not reached the top yet.

In addition to the obvious differences in international marketing approaches, there appears to be some new marketing opportunities here.

More To Improve Your International Marketing

Branding And Building An International Business
Marketing Maturity At Different Stages
Marketing Tactics For Different Countries

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Cross Cultural Customer Service Expectations

Cindy King — Mon, 17 Mar 2008 12:07:28 +0000

International Customer Expectations

I have two teenage kids I’m trying to bring up to be ready for the working world.

They are French. I’m not. Or at least I’m only partly so. And I have the part with North American service expectations.

Culture shock.

I won’t talk to you about my service experiences when I take them to McDonalds in France. I want to talk to you about something I was not really expecting.

This is a topic I’m often confronted with. I’m North American. I have always worked up to North American levels of quality of service. Even if I’ve lived in Europe all of my professional life.

But I’ve live in France for 20 years or so: Culture shock.

I chose my bank because they were the most expensive. They charge for service. I want a decent level of service. Nothing fancy. Just the normal stuff. But I want it to run smoothly at all times. I don’t like having to run to the bank every time someone somewhere sneezes or changes jobs.

I have been with the same bank for over 20 years, two different branches, but the same bank. No problems….until I started my company two months ago.

It first started when the bank staff did not understand the difference in international practices of changing credit card numbers with the companies I had automatic debits set up on my credit card. I live 40 kilometers south of Paris. My local bank assumed all companies everywhere would operate just like in France. I was told to bugger off and left with a mess to sort out by myself right over Christmas.

The bank took my money for my business bank account at the end of January and said they had set up my business account. But I couldn’t do anything with my account until I had the means to do it: check book and credit card. Those arrived at the very end of February – over 4 weeks later. So they were late. You would expect the card to work, right? Wrong. I could not get the card to work even though my bank’s computer system said it should work.

There begins all the fun with the differences in what I expect in a service I’m paying for and what my bank staff feels is giving their maximum service.

Our definitions of service and our service expectations are very different.

I expected my bank to help me. I needed my bank card to work to do any online business.
My bank thought they had done everything they could because their computer system told them everything was fine. They gave me a card. They upheld their part of the service.

It took several weeks and several phone calls to every possible contact in my bank.

The result is that according to my bank, there is nothing wrong with the credit card they gave me. They do not know why my credit does not work. But its not their fault. It’s the other guys fault. Their hands are washed.

Not once did I get any form of an apology that my credit card and check book took so long to get to me. And when faced with the problem, the only reaction was to “prove” it’s not their fault.

Not one employee at my French bank would even think to ask: “How can I help you?” and actually follow through. That kind of service is not included in their line of duty.

I’m still left with the problem this card doesn’t work for me. My bank is situated in a major town 40 miles south of Paris. The competition in Paris is greater. I could expect a slightly better level of service in Paris. The temptation to change banks is great. But I’ve been with this bank for over 20 years.

When I changed house a few years ago I did a wide survey of the other local banks. I actually opened bank accounts in three other banks because I wanted a second account in a different bank. But I closed all three accounts because it just wasn’t what I expected from a bank.

Solution: Change branch? Travel into Paris every time something comes up?

My experience was linked to a clash in differences of expectations. I expect a certain service from my bank. For example, I expected my bank to at least be interested in why the credit card they gave me was not working.

But in France they don’t feel it the same way. They offer a certain service. It’s up to me if I want to buy it or not. I can’t question it.

The service I’m expecting as a North American and what they are offering, as a French company, are two different things.

This is easy to see at McDonalds in France if you open your eyes and listen up. McDonalds uses the same system worldwide. It works. But here they employ French staff. In Paris you may or may not notice the difference due to the large number of clients they have to serve and the number of foreign students doing the job. But 40 miles south of Paris, a North American, who understands French, picks up the cultural difference in attitudes towards service.

Service is just different in different cultures.