Most businesses know they need to ‘get social’ but very few know how to do it well, or how it can benefit their business. It’s a sad fact that only 1 in 5 customer queries on Facebook and Twitter are responded to by the business they’re enquiring about – that’s a whole lot of unsatisfied customers floating around in the digital stratosphere and hundreds of businesses missing a unique opportunity to engage directly with their customers.
Many businesses utilise the services of professional social media agencies to help them manage this essential part of their digital marketing strategy. Engaging with your social media followers allows you to quickly find out what they like, dislike, want and need.
But how do you know if the people who have ‘liked’ you really do like you, and how do you get more of them? Keep reading and we’ll show you:
Monitor the situation
There’s no excuse for not knowing what the digital world is saying to you, or about you and there are now several tools on the market that make it very easy to find out what’s being said. Hootsuite and Tweetdeck are both free and easy to use tools that help you track mentions of your brand, allowing you to interact with those people directly.
Don’t take it personally
The first rule in any customer service training is not to take a customer complaint personally, and this same advice can be applied when responding to complaints about your business within social media.
If you manage the social pages for a large business, implement a plan for dealing with complaints and follow it.
The worst things you can do is try to hide it or ignore negative feedback, instead keep calm and positive, and wherever possible (and appropriate) use humour to diffuse the situation. This is your chance to show the human face of your brand.
Even if there are five of you responsible for updating the company’s Twitter account, don’t let your followers know this! Your brand should have a single unified voice that’s used for every single update and piece of content. A strong branded voice will help your business shine, gain attention and help customers quickly identify with you.
Show that you’re the expert when it comes to your particular niche by regularly sharing newsworthy, interesting content about the market you’re operating in
Say thank you
Not only should you regularly say thank you to your own social followers, you should be regularly thanking and praising other influential people within your sector. Closely monitor topics relevant to your business and then build real relationships with people by giving thanks for an interesting article or new point of view about something.
If someone has taken the time to share something you’ve published socially, be sure to engage them in conversation by asking lots of questions: What did they like about it? What would they like to see more of? What’s their favourite product of yours, etc. Make them feel like you genuinely value them as a customer.