Social Media Posting: Good vs. Bad

Arin Donelson    November 17, 2015 4:19 pm

 

You’ve realized as a business owner that you need to have a social presence online, but now you need to know what to post. Finding the right voice for your brand and gaining followers can seem overwhelming. Here are a few tips to help you out:

1) Use your social media platforms for customer service. Often times when customers have problems with a product or service, they will post a message to the company on Facebook or Twitter. Brush up on your conflict resolution skills, and treat these customers the same way you would in the store.  Remember what you say is publicly available, and can be seen by other customers and potential customers as well.

DO’s

  • Be polite
  • Apologize for the customer’s problem
  • Ask the customer  to contact you directly to resolve the issue
  • Give the customer a name and phone number or email to contact when possible

DONT’s

  • Argue with the customer
  • Insult the customer
  • Embarrass the customer
  • Ignore the customer complaint completely

While it is true that some of your complaints and negative reviews do not have merit, potential customers are more likely to have confidence in your brand if they can see you’ve attempted to solve a person’s issue, rather than fight with them or not respond at all.

2) Build a following of current and potential customers. How do you accomplish that? Engaging and relevant content will retain and attract your target audience. Decide what types of content suits your brand, and be mindful of relevant keywords that could be found in search engine results. Emotional engagement and creating a relationship with your audience increases your customers’  brand loyalty.

DO’s

  • Ask questions to start a conversation with your followers
  • Vary your post types (text, image, video)
  • Position yourself as an authority in your area of expertise
  • Post about other companies, events, articles that would interest your audience

DONT’s

  • Make your content impersonal (i.e., only posting daily specials)
  • Only engage in self-promotion
  • Share other articles with no context
  • Not understanding your target audience

Once you have gained a following, create a schedule of when you will post to your social media platforms, and stick to it. Engagement and customer relationships must be continually nurtured to be maintained.

Social media tools can also help you generate leads for your business. There are “listening” tools available that can notify you about any mention of your company, key employees in your company, or even specific words and phrases. There are other tools that can help you find great content to share when you’ve run out of ideas on your own.  If you’re overwhelmed by logging into multiple platforms to post content, social dashboards are available that allow you to post to multiple platforms all in one place.

Want to know more about tools that can help you win at social media? Contact us today and a digital specialist will reach out to you with a digital report card and a custom solution for your business.

 

Posted in: Digital Presence, Online Marketing, Social