What evidence can you share that demonstrates the impact of the engagement?
In addition to providing strategic recommendations, they created an effective social media marketing plan for our Buy Local Instagram account, which we hadn't been using regularly. After we started working with Social Karma, the user engagement on Instagram has increased, which helped us recruit more businesses to become members of the Buy Local campaign. Their graphics capabilities (which is something we don't have in-house) helped us drive traffic to Instagram and Facebook, but Instagram has been the most effective platform for us.
How did they perform from a project management standpoint?
They've done a very good job, bringing in additional staff support when needed. Even when their business activity increases, they stay on top of things. We communicate via email, phone, and have in-person meetings. They're very accessible and I can always reach them when I need them. They usually send us emails with the posts they propose and we review and approve them.
In addition, they meet with our local executive committee quarterly and provide social media reports and feedback. We're also trying to increase the number of posts we do in-house, so they let us know what is working well and how we can leverage our partners more effectively in person.
What did you find most impressive about them?
They're very strategic and do a great job guiding and educating us in terms of best practices.
Are there any areas they could improve?
We're not the easiest of their clients because our campaign has thousands of participating businesses and eight founding partners (the city of Santa Monica is one of them). Since we have a lot of partner hashtags and social media handles, it's important to incorporate all the partners correctly. That's not a criticism, but rather the challenge that our business presents.
Do you have any advice for potential customers?
Be very focused at the beginning. Work with them to evaluate your strategic goals and how social media can help you accomplish those goals. Then, identify their roles, the frequency of the posts, and the type of reporting.