Let's Get Visual: Four Tips for Using Photos to Engage With Your Customers

It’s a mantra we’ve repeated time after time: content is king.

While that is unfailingly true, it’s important to remember that content is more than words on a page. There’s good reason for the saying “A picture is worth a thousand words.” Sometimes there’s simply no better way to drive home a message, evoke an emotional response or bring your brand to life than through the impact of an image.

Here’s how you can harness the power of photography to forge deeper relationships between your customers and your brand:

1. Just do it.

You’re not a professional photographer. You don’t have the thousands of dollars of equipment necessary to stage the types of perfectly polished shots you see on the pages of glossy magazines.

Don’t sweat it. A modern smartphone or digital camera is all you really need to get started. Worry less about technology and technicalities and more about the effect you want to achieve.

There’s no more important objective for today’s marketer than establishing bonds of trust between your brand and your customers. And there’s no easier, more efficient way to plant those seeds of trust than by pulling the curtain back and giving them a peek behind the scenes.

Tiffany & Co. is a high-end brand with high-dollar price tags to match. The company uses its Instagram account to share photos of its inner working with the world, showing that there’s more inside that classic turquoise box than merely a status symbol.

2. Let your customers do the snapping.

These days, everyone walks around with a camera in their pocket. As such, mobile photo sharing has become an integral part of today’s culture of the Web.

Let this trend work in your favor by putting your customers behind the lens generating great content that shines a spotlight on both your brand and the people who love it.

Warby Parker, an eyewear company based in New York City, invited their fans and customers to join them on a photo adventure through NYC called “Walk of the Town.” Over 100 fans participated, resulting in nearly 700 photos generated and tagged with #warbywalk.

This is a fantastic marketing concept on two levels. First, what cooler way to showcase the company’s unique, funky frames than against the backdrop of one of the world’s most iconic cities for style and fashion? Second, consider the residual PR value that results from each of these 100 fans sharing their photos with their own followers and Facebook friends, who also likely commented on and shared them with their own circles in turn.

3. Branch out.

When it comes to using social media to connect with customers, most companies focus on the big four: Facebook, Twitter, Google+ and LinkedIn. But there are a number of niche social sites that offer excellent opportunities to use images to gain exposure to both your existing customer base and new prospects alike.

For example, in addition to Instagram, Warby Parker is also active on Pinterest. As its name implies, Pinterest is a pinboard-style social photo sharing website. Users “pin” photos on boards they self-classify by category, allowing them to keep track of anything and everything they find appealing, from recipes to fashion to home decor ideas and more. The social aspect comes into play when pinners follow others users and can like, comment on or “repin” images to their own boards.

People of the Second Chance, a faith-based nonprofit, uses Pinterest as a vehicle to boost awareness of their organization, advocate for their mission of spreading love and grace and drive donations. They feature products for sale in their online store as well as inspirational images that represent core elements of their mission.

By being willing to experiment with these smaller niche networks like Pinterest and Instagram, you can gain exposure to your existing customers in new ways and catch the eye of new customers, too. It all begins with a little daring and a little creativity.

4. Think before you snap, but don’t over-think it.

In the age of social media, once you send something out into the world, it’s really out of your hands. So before you get too snap-happy, take a second look at your photos and make sure you’re sending the message you intend so you don’t accidentally invoke a negative backlash.

That being said, don’t be paralyzed by aspirations of perfection, either. There’s no better way to let the personality of your brand shine than through quirky, unique, cool, artsy or clever images.

There’s a reason why Facebook’s EdgeRank algorithm puts such a high value on posts that include pictures: People love looking at photos. At the end of the day, it’s just that simple.

So have fun, be creative and take a few risks. After all, one great photo really can do the work of a thousand words in conveying what it is that your brand stands for.

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Deconstructing the Viral Hashtag

Pick your platform — whether it’s print advertising, video, Instagram, Pinterest, Facebook or Twitter – hashtags have overtaken them all. Handy, catchy and often irreverent, hashtags are quickly becoming a mainstay of modern marketing. Like every aspect of marketing, though, some brands are more adept than others at creating hashtags that drive awareness and engage the public. As a marketing tool, hashtags can be a bit of an enigma. Many times the best ones are spontaneous and random. They have an incredibly short lifespan, and there’s no way to control them once they’re out there. So what exactly makes one hashtag succeed wildly while another one plummets into instant obscurity? Why are some hashtags so memorable and others imminently forgettable? The short answer: The most effective hashtags appeal to a wide range of people because they key into the human psyche in a powerful way. Let’s deconstruct a few of the most viral and memorable hashtag campaigns of the past few years and uncover the secrets of their success:

The appeal of social currency: #firstworldproblems

The nonprofit organization Water is Life (http://www.waterislife.com) was looking for a way to raise money to supply clean water to villages in developing countries. And they hit on an innovative way to do it, with a video and print campaign that capitalized on the popularity of the existing hashtag #firstworldproblems by juxtaposing the perceived problems of Americans against the all-too-real struggles experienced by those in less fortunate nations around the world. In the documentary-style video, complaints from actual #firstworldproblems tweets – including “I hate it when I go to the bathroom and forget my phone” and “My son got the wrong toy in his Happy Meal” – are read aloud by impoverished Haitian families. The stark contrast in conditions really struck a chord with viewers, who discovered newfound perspective on just how lucky they are to have such superficial issues. The campaign took off, with the video drawing a million views in just four days and response that generated enough donations to supply clean water to impoverished communities for a million days, according to Water is Life. The psychological appeal of this campaign and its signature hashtag is an interesting one. It leverages the natural human desire to accumulate social currency — to appear generous or to “look good” to our peers — to drive people to perform acts of generosity they might otherwise not consider. By poking a bit of gentle fun at the public while educating them to issues of real concern, Water is Life created a tidal wave of awareness and action.

The appeal of emotion: #SFBatKid

There’s no doubt about it: people share content that inspires strong emotions, and the BatKid story was one of the most emotionally appealing stories of 2013. The campaign, which was spearheaded by the Make-A-Wish Foundation, reached out to the city of San Francisco to help make a little boy’s dream come true. And five-year-old Miles Scott, who is currently in remission from life-threatening leukemia, got his dream — and then some. Powered by the Twitter handle #SFBatKid, the Make-A-Wish Foundation originally hoped to attract 200 volunteers in their effort to help Miles become Batman for a day. But the story and the hashtag caught fire, and the foundation was inundated by responses from as far away as Norway and Australia. About 10,000 San Franciscans turned out to watch as BatKid saved them from several dastardly villains. Even the mayor got into the act, giving Miles the key to the city as thousands of spectators watched from the steps of City Hall. It’s important to note that although this could have been framed as a sad story, it wasn’t. Sadness evokes a low-energy response that rarely results in action. Instead, the uplifting #SFBatKid campaign inspired a whole city to act by appealing to the most positive human emotion: hope.

The appeal of humor: #tweetfromtheseat

Who knew toilet paper could be so funny? In a cleverly designed campaign, Charmin managed to get people laughing in and out of the bathroom by transforming a taboo behavior into an ongoing conversation with their playful #tweetfromtheseat. With a little wink and some witty repartee, Charmin’s #tweetfromtheseat campaign incorporates current events and other brands into their Twitter feed — and the public loves it. As a result, they’ve turned a mundane household product into something special and built a huge, highly engaged following at the same time. It’s truly an inspired campaign, with an appeal that’s simple but nevertheless effective. After all, people do love potty humor.

The dual appeal of practical value and social proof: #40dollars

Talk about the power of a tweet: the Obama White House used the hashtag #40dollars to great effect to lobby for an extension on the payroll tax cut. The campaign began in February 2012 when the President tweeted “Taxes will go up for 160 million Americans by the end of this month if Congress doesn’t act. What does #40dollars a paycheck mean to you?” People all over the country responded — and a Congress infamous for not passing legislation was convinced to extend the tax cuts for the rest of the year. The #40dollars hashtag worked on two different levels: It inspired a response from Twitter users because it asked them to consider something of practical and personal value — what would an extra $40 mean to them? And it inspired action from Congress because humans are wired to respond to social proof. In other words, people embrace an idea or an action more easily when they see others agreeing with it.

#thebottomline

Even hashtags that seem to be completely spontaneous — and lucky at that — are often the result of some serious planning. (Check out Oreo’s #dunkinthedark Super Bowl tweet for a great example.) If your business is looking to leverage the power of hashtags to create a lasting impression, you can use these notable success stories as your model. Spend some time strategizing. Think about what type of appeal will work best for your brand, and make a deliberate effort to tap into it. Be thoughtful, be creative and be daring! If you can hit the right notes, you’ll not only be the brand of the moment but the one that people will be talking about for weeks, months and even years to come.

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