Bell or Telus: Background
In this blog I will be taking two major telecommunication companies. Comparing their strengths and weaknesses on social media. The two accounts I chose to review were Bell or Telus. There are a lot of major differences between the two; I strongly believe that Telus takes further advantage of content and social media marketing than Bell Canada. There are many reasons I believe Telus is a more successful content marketer, starting with relevance.
Keeping Customer Attainment
Telus excelled in this department as, starting with Bells profile. The first 5 posts that could be viewed are directed towards their sponsorship with hockey teams. This seems irrelevant for a cell phone/home service provider and may deter a potential customer. Bell also does not seem to follow the tips to maximizes social media postings as their posts are quite sparse. Landing somewhere between one over 3-6 days. While Telus is posting multiple times a day on regular with rare cases of missing a couple days. This may lead to a lack of customer attainment.
Telus’ Twitter and Facebook page is surrounded mainly around services they provide or customer interaction. A major difference between the two, is also that Telus really follows the “Telus” brand with posts. The posts keep a very distinct and unique voice and keeping the Telus colours and images within any photos shared. As Bell has more of a generic brand voice that is not very distinct. Their created posts follow the Bell colours, and brand style but they seem to lack a good number of these. Instead having a much larger number of either other brand advertisements (multiple iPhone advertisements in a short period of time) and real life imagery that lacks brand style.
Customer Interaction
Customer interaction is also something that varies hugely between the two companies. When viewing Telus’ social media pages they are filled with customer replies. Not only to issues a customer may have with a service the company provides but also just personalized responses to photos or status’ a potential customer shares. The responses are all unique with an incredibly friendly tone behind them. Scrolling on both Bell’s Facebook and Twitter did me no luck in finding a personalized customer interaction conversation. The only form of customer interaction that I could find on Bell’s social media was; when they were sharing information about a current outage of their network. These posts usually has a very dry and monotone, almost robotic tone to it.
Being very large companies; neither company seems to have a very distinct target market that they are marketing to. Both companies seem to share multiple posts that could be attractive to a variety of target markets.
Conclusion
These traits in Bell could very well lead to a customer feeling they are not special to the company. This may lead them to side with Telus when making their next decision for a cell phone or home services.
