Social media can be a great tool for your business when used properly. Improperly using, or abusing your social media tools, however could turn customers off. There are several things you can do to succeed in your digital relationships.
1. Know Your Platform
It’s very important to understand the social media platform you’re utilizing. Treating one social media outlet as you do the rest and customers will notice.
The different medias have different audiences, rules and accepted vocabulary. Twitter allows for more frequent posts (text based messages of 140 characters or less), while Facebook allows longer statuses that should be made less frequently. Tailoring your message to the platform will make the biggest impact on the customer.
That being said, it’s okay to occasionally post the same message across all mediums but it’s better to take the time to address each outlet separately. If you don’t have the time to dedicate to multiple social media sites at once, chose just one and give that your attention.
2. Respond to Customers
Just having a Facebook page, Twitter, Google+, Pinterest, Instagram, ect., isn’t enough, you need to keep an eye on your social profile.
When a customer posts a question on your wall or in a message make sure they get a response within a day. If you receive a complaint by a customer it’s best not to delete the post but to address the problem, and let the customer know you’re addressing the problem. Remember your page is an extension of your customer service.
Be aware when responding to customers your method of response. You don’t want a message to be displayed publicly when you really intended to direct message a person. Privacy matters.
3. Don’t Overly-promote Yourself
No one likes someone who only talks about themselves. This goes for the same on social media. Instead of it always being “me, me, me,” take the chance and share information your customers might find interesting or useful. Don’t be afraid to “share” or “re-tweet” others. Providing information outside just your business will bring customers back to your profile to check what’s new.
4. Use Proper Grammar and Spelling
Your English teacher was right, spelling and grammar matter. Posting something with a mistake and your followers will notice. If you’re not a strong speller open a Word document and check your status before posting it.
5. Tag Appropriately
Many of the social media websites allow you to tag friends in posts or pictures. Never tag a customer in a post without their permission. It’s a much simpler policy, that you can state in your bio, to allow your followers to tag themselves in photos.
6. Utilizing Hash Tags (#)
Several social media sites utilize hash tags (#) to make content easier to search. It’s important to use hash tags in the platforms that utilize them, but placing too many hash tags can become annoying.
Whether the relationship is online or offline customers value the same qualities in a company. Be authentic, avoid gimmicks and build trust. If you remember that when using social media you will avoid making major mistakes.