Common social media mistakes you should absolutely avoid
Businesses are told so often they need to be on social media and after constant pressure they finally give in and set up a Facebook account. However, is Facebook the right tool for their business and are they utilising the social media platform properly?
Social media has been flagged as one of the most effective ways to drive customer satisfaction and loyalty, but many businesses make the mistake of jumping in without really know what they are doing.
So, how do you avoid damaging your businesses reputation and instead, gain the full range of benefits associated with social media?
The first step in ensuring your social media is effective is by genuinely listening to what your customers/followers have to say and penning a great response to all queries.
A number of factors go into a great response including;
– correctly identifying the customer’s issue and including links to any additional helpful information
– providing a positive response to all comments no matter how big or small; and – ensuring your responses are consistent in tone and response time.
But how do you address complaints and take appropriate action? Negative comments are the biggest reason why businesses are scared of taking on social media. But fear not, if you listen and engage with your customer, negative comments can actually lead to a positive outlook on your brand.
Another critical factor is your speed of response. Customers expect a quick response time and research shows many expect a response within the same day. Always respond with immediacy but more important than speed is providing an accurate response. If you can’t get the answer or need to seek further details, acknowledge the customers query and gain contact details.
These are just some tips for getting the most out of your social media. To help you a bit more here are a few more key points on what not to do with your businesses social media account.
– Don’t neglect your customers and ensure every question is answered;
– Don’t delete comments or posts (unless they are clearly spam or in violation of company/Facebook guidelines);
– Don’t be defensive towards negative feedback. Instead, thank the customer for bringing their issue to your attention, acknowledge their concern, and apologise for any issues they are facing; and
– Never, ever engage with internet trolls (a troll is a person whose sole purpose in life is to seek out people to argue with on the internet over extremely trivial issues).