Do you know how to effectively communicate with your audience on Social Media?
Your brand's presence on Social Media should reflect how you manage interactions in your physical store. Just as you wouldn't engage in arguments in front of your customers or ignore their questions, you should respond to online interactions with the same level of professionalism.
Ensure to Implement the Following!
Always Respond Within 24 Hours
According to a 2018 study, 83% of social media users expect brands to respond within a day, just like friends would. Social media platforms show posts to your audience in the same way they show posts from their friends. This allows you to present your brand as a friend, responding to comments, tags, and mentions promptly, just like they would.
Acknowledge Positive Feedback
Interact with and appreciate positive comments and mentions. Like or reply to positive mentions to show your gratitude. Responding to compliments with personalized interactions fosters an authentic connection with your audience.
Handle Negative Reviews Gracefully
Avoid engaging in arguments or unprofessional behavior. Acknowledge negative feedback and show understanding. If necessary, offer apologies to display empathy and concern. Remember, apologies are easy and often make your brand appear compassionate and likable. Consider deleting or hiding comments only in cases of unwarranted attacks on your brand.
Take Conversations Offline
Resolve issues in private conversations when possible. Avoid prolonged disputes on public platforms. Offer personalized assistance to resolve problems. Private communication ensures that negotiations for refunds or free services remain discreet.
As a general conclusion, remember that no matter which channels you choose to engage in, manage them consistently and give them equal importance. It is better to communicate on fewer channels but be consistent and professional, rather than being present on more channels and responding slowly, inadequately, or rudely.
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