7 Nuggets of Social Media Common Sense for Businesses
Posted: January 01, 1970
Nobody’s perfect, but when a company uses social media to engage with its customers, the least it can do is try its best. In order to “get it right”, a company must follow a number of universal truths. These truths are not the kind you get from social media “experts” — they’re just good old-fashioned common sense.
[caption id="attachment_8973" align="alignright" width="150"]
Photo courtesy of talent zoo[/caption]My family loves a particular supermarket chain in our area. This chain has great selection, reasonable prices, and lots of local food options. But a few months ago, my favorite supermarket turned me off with just one tweet.
I had tweeted a question about whether or not this chain…let’s call it “Schmannaford”…would ever offer Foursquare coupon deals in more suburban or rural areas. About three days later, I finally got a reply: a snarky one. Something about a Magic 8 ball saying the “picture looked cloudy.” I was so disappointed, not just in the response, but in the fact that my favorite supermarket chain apparently sucked at Twitter.
Nobody’s perfect, but when a company uses social media to engage with its customers, the least it can do is try its best. The crappy Twitter response was most definitely not this company’s best. But this company, and others, should never stop trying to get it right. Now, “getting it right” will mean different things for different companies. But a number of universal truths do exist. These truths are not the kind you get from social media “experts” — they’re just good old-fashioned common sense.
Don’t set up social media channels just to set them up. Find out where your fans are hanging out online, and then go there. Don’t make them use a social network they aren’t familiar with. That’s just rude.
When someone mentions your brand using social media, respond to them. Now. Even if it’s just to say “Thanks for the comment,” or, “No, we don’t sell Argyle sweater vests,” just respond. In the book The Now Revolution by Jay Baer and Amber Naslund, they say response times are measured in hours, and even minutes, as can be the case with a speed-of-light social network like Twitter.
Be accountable. Social media will reveal your folly if you don’t first. If you screwed up, be the first to admit it. Then move on. The end.
Do more than just pat yourself on the back. After a while, touting your own material gets old. Yes, it’s necessary to share important information from your company website, announce awards or accolades, and generally tout your awesomeness. But unless you temper that with touting the awesomeness of other people and partners, you’re just an arrogant brand that doesn’t give its fans anything worth following.
Ask your fans and followers questions. You know how kids make friends in school? They ask each other stuff, like “What is your name?” and “What kind of music do you like?” Be genuinely interested in what your fans have to say. Ask them questions about what they like about your brand, what they want from you, and what it will take to keep them sticking around.
Be consistent. There is nothing more annoying than a brand that posts to their social channels once, then abandons ship for days on end. Even worse: A brand that doesn’t post for days and then posts all at once in rapid fire succession. This behavior just clogs up feeds and overwhelms people into no longer following you. Post regularly, whether that means every hour, every day, or every two weeks. Give your fans something predictable they can count on.
Really listen to what your fans are saying. Then, prove you listened by offering new products and deals or making improvements to existing ones. Your fans on your social media channels will hold you accountable if you don’t.
Do you have any suggestions to add to the list?
Biz Tip Source: Talent Zoo
Author: Christine Geraci