A successful Social media campaign is vital to improving your online presence and reaching out to consumers. Customer service and conversation are things that, when done properly on social media can boost the confidence of your consumers and increase your appeal in a way probably not possible anywhere but the internet. So here are a few thoughts I have on how better engaged your consumers and increase rapport with them.
Respond to comments
Because this is the internet, people will post their concerns or thoughts. And they will post it on your wall. Some may not be the most rational or the most well expressed thoughts, but even if the comments you are responding to, don’t seem that important, the fact that you took time to speak with them will make all the difference. By taking the time to read their comment and address their concerns, you are showing that you actually care.
Don’t feed the trolls
A ‘Troll’ is one who posts a deliberately provocative message to a newsgroup or message board with the intention of causing maximum disruption and argument. The best policy is usually “don’t feed the trolls”. I said before that responding to consumers is good but in the case of trolls, there is an exception. It is best to simply ignore them.
One example of Responding poorly to trolls is Amy’s Baking Company in Scottsdale, Ariz.
In response to the restaurant’s appearance of last week’s episode of Fox’s Kitchen Nightmares, many taunting and provocative messages were posted on its facebook page.
Don’t insult the consumers
There have been many rumors about the soon to be announced successor to Microsoft’s Xbox360.
One of them being that the console would require a constant internet connection in order for games to be playable. A lot of concerns were expressed about this feature. Sadly, Microsoft Studios’ creative director responded with such sarcastic tweets as “Sometimes electricity goes out. I will not purchase a vacuum cleaner” and even a picture of a smug looking President Obama with the caption “Deal With It”. This of course did not sit well with consumers. Microsoft Studios later wrote an apology and the creative director stepped down from his position but the damage had been done.
People want to know companies listen to them and take them seriously. Mocking them will only serve to damage a company’s image and build distrust.
Of course, there is a lot more that goes in to having a successful social media campaign. These are just a few of the things I find important. How about you? Do you have any successful stories of companies engaging consumers? Or any fails? Please post in the comments.
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