Being brilliant at social media doesn’t mean having the ability to tag all your friends in embarrassing photos as fast as you can. Utilising your favourite lunch break websites like Facebook and Twitter to boost your business, improve your customer service and market your products is easy; let us show you how…
Start with just one and be the best at it
It’s no good being signed up to every social site going, but being terrible at all of them- or worse, signing up but having absolutely no time to manage them. There’s nothing sadder than customers being ignored and missed opportunities to upload content.
Focus on one site at a time, preferably one which really suits the needs of your company. If you’re not sure what is best for you, take a look at our social media guide to pick something you can really get your teeth into. Use it to its fullest potential, and you’ll get tons out of it. Promise.
Be social and engage
One of the best and most valuable aspects of using social media for your business is the level of direct interaction you get with your customers. Finding out how your products and services are being used and enjoyed by customers is crucial feedback, completely free and straight from the horse’s mouth (so to speak). Let your customers know that their thoughts and feedback are welcome- direct engagement is genuinely rewarding.
Find out who’s talking about you and your brand by using social listening techniques to keep tabs. It is well known that there are customers who will avoid contacting you directly with their shopping or user experiences, preferring instead to write a blog post or update a status or tweet. Searching your company name for mentions on twitter, or even searching on Google using discussions instead of web will yield results.
A great site for this is social mention, which will tell you how popular any given trend is, who is taking about it and where. You can simply enter a topic into the search bar for more specific results, or look at the most common topics as suggested by the site.
Not just great for making sure you stay on trend topically, social listening will help you find customers or clients who have used their social media sites to vent on a negative experience they may have had with you, but that you have not been tagged or alerted to. Reaching out to these people and helping, although you have not been contacted or asked, will speak volumes.
Keep on top of things by using a social media tool to gather together all your activity feeds. Sites like Sprout Social and Viralheat will help you keep everything together and organised, with the added bonus of tracking stats so you can see how many click-throughs you’ve had and which posts were the most popular.
Don’t be a brick wall: posting content without any customer engagement is not particularly rewarding or interesting to read. Use a couple of your posts to ask customers questions; engage them in conversations and debates, and reply to them when they respond. Achieving this level of interaction is a beautiful thing; after all, no one wants to follow or friend a faceless organisation.
Don’t ignore it when things go wrong
We’ve all been there; you head over to a Facebook fan page and leave a complaint, only to have it disappear within the hour. No reply, no resolution. When a customer is upset or angry, they will always be tempted to use your social media sites to attract your attention- and if they’ve been sitting on hold or waiting for a customer service email for ages, you can’t blame them!
If a customer is reaching out to you, take the time to help them out! Flag the issue up with your own customer service department, or step in and help, you’re being given the chance to show the world how far your company goes to make things right, don’t let yourself down.
If you’re on Twitter, you can use daily trends and hashtags to jump onto to what everyone is talking about. Use trending topics to engage your followers, and get your company onto the list of people responding to that particular stimulus. Exposure is never a bad thing!
Why not create your own hashtag? Placing the hash symbol before a sentence (no spaces or punctuation, though) lets you create your very own tag, so everyone who responds using the same tag will be grouped together. Now that’s #superhandy
Being a Social Media Guru is easier than it sounds, all you need are the right tools and a little know-how!
Do you follow us on Twitter or Facebook, or use them for your own business? Let us know by adding a link or your Twitter handle in the comments box below!