Most businesses use social media these days, but are they using it in the right way? Social media is not about simply advertising your products, services or content. Social media is about establishing thought leadership in your field and showing your audience how engaged you are with them, their needs and curiosities. It’s about creating and sharing original content that they can benefit them. Here are three common problems that you might be doing:
1. You’re not using a monitoring tool in social media.
You’ll need something to gauge your success on social media. Facebook has built-in analytics, but not every social media network does. Hootsuite is a great free social media measuring tool that you can use to monitor what’s being said about your business and how often. It covers Facebook, Twitter, LinkedIn, Google+ and WordPress.
2. You’re not sharing content.
Engagement goes beyond merely addressing your customer’s concerns. Social media gives you the power to quickly connect and build relationships with both customers and other industry thought leaders. By monitoring topics relevant to your business, you’ll discover opportunities to engage with potential clients.
You can start by positively commenting on an article someone published, or sharing some of their content with your audience and giving them credit. Try to ask questions in your posts to get even more feedback and respond accordingly.
3. You’re not planning for negative comments.
You’re bound to get complaints from customers sometimes. Have a plan prepared for how you’re going to react on social media so you’re not drawing blanks when it happens.
There are different levels of customer complaints and they all have to be handled differently. LiveAgent gives some great tips on how to handle a complaining customer. The key is to stay positive and never, ever, get into an argument with a customer or client.