Your social media presence is not simply about brand awareness. It’s a place where clients can interact with each other, and where you can interact with them too. As obvious as this may seem, many companies do not prioritize talking with their community when it comes to social media. If you are not using these platforms to start a conversation and improve communication with clients, you’re not using them to their fullest.
1. Encourage Your User to Engage with Your Company
If the comments section of your social media page is not very active, encourage your followers to give you feedback. It can be a really good way to improve your products and services and learn more about their needs. Ask them if they are satisfied with your company, and where they feel there’s room for improvement.
If negative feedback concerns you, don’t let it. Negative feedback is simple to deal with, if addressed in a timely fashion. Further, by asking for constructive criticism yourself, you’re going to send a very positive message to your customers, telling them that you are able to take the good with the bad, and you care more about their satisfaction than having a spotless public image.
Encourage your customers to leave feedback using online surveys. You might even throw in an incentive to make it worthwhile. You can get more information with a survey, and the anonymity will help them provide you with more honest answers.
2. Don’t Ignore Feedback
No matter if it’s good or bad, make an effort to reply to every comment related to your business. Positive feedback is easy to work with, but don’t assume that a compliment is enough. Acknowledge their praise with a thanks, and make them feel like their opinion is truly appreciated.
When it comes to negative feedback, leaving it alone is not a good option. A bad comment can generate an entire tidal wave of criticism, and negative comments tend to garner more attention than positive ones. Plus, successfully dealing with negative feedback will enhance your brand’s image much more than just collecting positive comments.
3. Put the “SOCIAL” in Social Media
People are part of many different communities while they are online. Make your company’s page one of these communities and get social. Your online community should not be built around your products and services, but rather, around a central idea, the guiding philosophy behind your business.
Diversify your online content and share things that are not strictly related to your products. Give your brand a personality. This will help your customers relate with your brand on a deeper level, and it will also increase the level of interaction amongst themselves.
To maximize your efforts on your chosen social media platforms, make your company seem approachable. Social media pages should definitely be informative, but they should be entertaining as well. With over 50 million businesses using currently using Facebook, there’s a lot of opportunity to learn from other experiences.
Find a voice, use it often and talk with the community you build.