Social Media Isn’t About You

Social-Media-Isnt-About-You

Social Media Isn’t About You

Using social media isn’t about you, it’s about your customers. All too often I hear businesses complain that their posts aren’t reaching more fans, or post status updates that consist of:

“If you want to make sure you are still getting updates, hover over the “liked” button and click get notifications. If you don’t, you may not get updates in a timely manner. In other words, you will miss contests, sales, etc.”

Now while this is true in a sense, (and we’ve even posted updates like this), what we all need to remember is Social Media isn’t about you, it’s about your customers and those customers knowing when and where and how to get in touch with you.

You need to remember these 3 little tips to make sure that you are using Social Media in the best possible way for your customers. (Again, not for you).

  1. Don’t Sell (too much): People (like you and me) joined social media to connect and interact with other people, friends and family. We don’t want to see promotion after promotion of what your business is selling. Or what a great deal you have going on that week. Rather tell a story. Share with your followers what is happening behind the scenes and let them see that you are relatable, interesting and are a real person behind the brand. It’s not just about making a buck or two, but about creating a culture of people who will remember your interaction when they need your product or service.
  2. Build Relationships: Take the time to learn about your social media followers through engaging in conversations. Ask about what they do, what they like, why they like it. Don’t be hesitant to be silly and joke around. Do the things you do in real life that grows connections and relationships. Your business needs to be human, because you are dealing with humans. Every industry is different, but if you can listen, learn and engage, you will know what it is that the followers are after when they choose to follow you.
  3. Be Social, Don’t “Do” Social: Being Social and Doing Social are two different things. One is what you do when you are on your own personal Facebook page. The other, well it’s those business pages that have posting of their sales every hour. One is genuine, the other is forced. Being social creates a community, it invites other’s to be a part of your brand. Your followers expect you to be social with them. Posting a status update or tweet every couple of days won’t get you very far with your followers. But commenting on their post to your page, or review left (in a positive manner) will say far more about how you are as a business owner than anything else.

Social Media is NOT about YOU. It will always be about your followers. What they do. What they are interested in. And what they want.

Social Media and Customer Complaints

Social Media and Customer Complaints

Social Media and Customer Complaints

Social Media has become a place where customers are taking their comments, experiences, and often times complaints to. According to Edison Research, 42% of consumers complaining in Social Media expect a 60 minute response time.

Are you ready to handle customer complaints, however true or false they may be? If not, you better be, because if not done correctly, it will do more damage than good.

Ignoring Social Media Complaints is a Huge Mistake

When someone uses social media (or any public review site such as Yelp) to complain about your business, your first urge may be to ignore it or even to scare the consumer into removing the complaint. Think carefully before taking either of these actions. Both of these actions can cause more harm than good, and a defensive reaction often times causes more negative publicity than desired.

Take a breather in the event that a negative complaint comes your way and bite your tongue. You  must think of the larger picture and remember that it’s one persons experience. And it’s up to you to ensure that their experience is acknowledged and handled appropriately.

Here are a few tips to consider when dealing with Social Media and Customer Complaints.

  • Reach out directly to those customer complaints. I typically leave a comment to their initial comment and first apologize for their experience. After all it is their personal feelings in the matter. Then ask them to email you or send a message back to get more details. Very rarely will you get the entire story. So make sure that you are making an effort to find the truth. A polite and positive response can come as such a surprise to a customer’s complaint that it can help to change the perception of the customer.
  • Do not delay your response. Act immediately. The longer you put it off the greater chance that the customer will complain in other places, to other people. Let me remind you that word of mouth is the strongest marketing tactic ever.
  • Whoever is handling your business’s social media needs to have the same services skill and training as any traditional customer service representative. Social media responsiveness is customer service, plain and simple. Be customer minded when dealing with anyone who interacts with your Social Media accounts.
  • Avert social media complaints in the first place. If your business is actively engaged on social media, and your team is quick to step up to negative issues on the store front, in the first place, the chances of the customer(s) posting a complaint on social media is less. Customers whose experience is less than positive are not immediately inclined to post negative comments or poor reviews on your social media if they know that when they call their issues will get handled.

Bottom line…Social Media and Customer Complaints happen and could very well happen to you. Make sure that you take initiative in reaching out to them, and giving them the best damn customer service experience you can. And when you respond to a customers complaint on social media, remember it is public. So keep it consistent, sincere and simple.

Let me leave you with the final social media rule that we fully believe in:

Unless there is profanity or a threat, don’t delete a negative comment just because you don’t like it. Doing this can erase the authenticity, (authenticity drives your credibility) away from your page and makes you look like you’re hiding something. If you delete, your social community will call you out. Let others see your consistency, your sincerity, and the dedicated way you are willing to try to rectify customers complaints.

Social Media Day Tri Cities

Social-Media-Day-Tri-Cities-Separating-Eternity

Social Media Day TriCities

Social Media Day Tricities is in our second year. We are so excited to help in bringing to our community a day to celebrate all that is good with Social Media.

“Mashable launched the event in 2010 as a way to recognize the digital revolution happening right before our eyes. Each year, thousands of people organize hundreds of meetups across the globe. From Australia to the Philippines, all the way to Sri Lanka and Morocco, countries come together every June to participate in this global movement.” via http://mashable.com/smday/

And we are too.

Social Media has changed the way that we communicate, interact and do business. It’s not something that is going away anytime soon and we are so excited to be a part of it again this year. We are working alongside CnctNow who initiated this event last year, and has rallied us up again to embark on another great second year.

[dropcap style=”no-background”] A [/dropcap]nya Piper will be presenting on Instagram For Business.  Instagram has become a popular social media network that has quickly gained a lot of attention. In this session I will divulge several Instagram marketing tips to help you build your brand and gain relevant fans.

[dropcap style=”no-background”] A [/dropcap]aron Piper will be presenting on the use of Video and Social Media. Social Video can sometimes be a confusing concept for some brands. In this sessions I will talk about what is social video, and why it is important.

 

Social Media Day Tricities will take place at the Richland Public Library on June 27th, 2015 with the festivities starting at 9am. Details are yet to be finalized, but should be soon. Join the group on

Facebook

Twitter

Google+

 

For more information, visit http://socialmediadaytricities.com

 Download Social Media Day Tricities Flyer and help us spread the word: Social Media Day Tri cities