Is your business social? If not, why not? These are the questions that any business should be asking themselves if they have not already joined their customers in the social networking arena. It is worth noting that your competitors may already be talking to your customers and, worse still, your customers may be talking back! If you want to get into social media but don’t know where to start, don’t panic. We’ve complied a quick checklist for companies looking to embark on going social…
- Be honest. This is the most important part of any social media campaign – be truthful, genuine and as down-to-earth as possible. Social fans dislike fakery and dishonesty, and being open with your fans means you can turn a negative comment into a positive one by dealing with it politely and trying to make amends.
- Say sorry. If your businesses gets it wrong, do the right thing and apologise. Most people can understand that mistakes happen, and in many cases you can make or break a lifetime customer by how you deal with your mistakes. Future or existing customers will also appreciate seeing how you deal with difficult issues.
- Transparency is key. Making sure your customers see that there is a human side to the business is vital and is an integral part of a successful social campaign.
- Respond quickly. People see social media as a platform that is outside normal trading hours, which is why it’s so useful and efficient. Most people realise that if you ring a business on a Sunday evening you are not likely to get a response, but with social media people almost expect an instant reaction at any time of day. If resources allow, try to have someone answer ASAP, even in the evening or over the weekend.
- Employ social management. It is vital to choose a social media agency that understands your brand. If an agency is writing content on your behalf they need to be able to answer at least basic questions such as opening hours and product/service information. It is also important for agencies to set the correct tone for the brand. If you can’t stretch to a agency management then make sure you have staff dedicated to your social media endeavours.
- Post once, distribute widely. If you run a blog or a news feed, ensure you link it to all your social profiles so that your news can be spread through social channels with minimal effort.
- Don’t be too corporate. People are interested in what your team are up to as well as your products and services. Share interesting and funny stories ‘behind the scenes’ of your company. This is a great chance to show the human side of the business.
- Encourage conversations. Once you have built up a reasonable community of followers and fans you will soon find they will talk amongst themselves but like any party the host has to get things started. Ask questions and let your customers discuss the questions together. If possible, tag (or at least address) individuals within the conversation in response to them as it shows a real personal interest and will also help to flag up the activity on their profile.
- Promote your social presence. Add social icons to e-mail footers and website pages so customers can find you on each of your social profiles. Why not even add stickers to your premises or car windows, or add URLs to your paperwork and flyers. Invoices or receipts are also good places to promote social campaigns.
- Be quick. If you have some news about the company be quick to share it socially. Depending on how interesting the news is you will be surprised just how far it spreads.
If you need a social media agency with a difference why not talk to IKROH? We pride ourselves on creating bespoke and adaptable social management campaigns for each of our clients, and thrive on building successful relationships and businesses online.