Customer service on social media is a tricky business. You must think carefully about how you respond to messages, regardless of their content. Each organization will have its own idea of how to answer the questions of current and prospective customers.
Many people will simply have a question about your products or services. Others will mention your organization in passing during conversations with friends or family members. If you notice a message that contains an inquiry, you can offer to reach out and help. People will love this proactive approach – and it will provide a boost to your online reputation. Some organizations reply to all messages, while others don’t. What happens regularly is that organizations don’t react to Facebook status updates or Tweets that mention their names but not their Twitter handle.
How to Recognize Customer Feedback
If users choose to compliment your organization, it’s recommended that you thank them publicly or click “Favorite” on their message. If users instead choose to mock or insult your organization, don’t incite an argument by posting a reply. Ignore these messages and, if necessary, address them offline. People are free to divulge their opinion or critique your products or services, but don’t let the situation escalate further.
Businesses can understand and influence the conversation as never before, while listening to what their consumers are saying. Social media has affected the role of the public relations professional remarkably. The job has become more demanding as these front-line practitioners must think quickly on their feet.
How to Monitor Social-Media Conversations
Given the arrival of Facebook, Twitter and other up-to-the-minute social-media sites, businesses must respond quickly when a crisis occurs. It’s an intelligent tactic to monitor conversations focused on your industry competitors. In this action, you’ll learn what their strengths and weakness are – which gives you the opportunity to capitalize on their shortcomings. You can use all your newfound information to improve the experience of your own customers. Small business owners have the ability to communicate in an instant and establish a rapport with customers.
Keep tabs on the online mentions of your business and its products and services. Social-media channels are available at all times. Most small businesses focus on peak usage times – but customers are accessing these networks at their convenience. It may be hard to devote time to this habit, but many small business owners are managing just fine. According to a recent MarketMeSuite infographic, 26 percent of small businesses devote an hour or more to these social-media channels each day. Although some of these small businesses are Web-only entities, these numbers indicate the importance of taking stock of your online reputation.
How to Turn Readers into Customers
One last note: You should not try to fabricate your positive reviews. The best strategy is to create articles, blogs, infographics, videos and other forms of content that will accentuate the best aspects of your business and assist your audience in some way. Google is getting smarter about understanding web content, and will display videos and images right alongside text content. Social-media fans and followers like to think of themselves as creative, so giving them the opportunity to share their artistic flair could result in a considerable amount of traffic. The more traffic that visits your site, the more sales that you’re likely to experience. You should also strive to interact with potential business partners and industry leaders who could prove to be major benefits for your business.
Small business owners are leaving sales on the table when they fail to their online presence. Don’t get left behind.
About the Author:
Blake Jonathan Boldt is a content strategist for Reputation Advocate. He provides writing, editing, social media and content strategy services for both domestic and international clients. His articles have been featured in numerous magazines, newspapers and digital media outlets.
Many people will simply have a question about your products or services. Others will mention your organization in passing during conversations with friends or family members. If you notice a message that contains an inquiry, you can offer to reach out and help. People will love this proactive approach – and it will provide a boost to your online reputation. Some organizations reply to all messages, while others don’t. What happens regularly is that organizations don’t react to Facebook status updates or Tweets that mention their names but not their Twitter handle.
How to Recognize Customer Feedback
If users choose to compliment your organization, it’s recommended that you thank them publicly or click “Favorite” on their message. If users instead choose to mock or insult your organization, don’t incite an argument by posting a reply. Ignore these messages and, if necessary, address them offline. People are free to divulge their opinion or critique your products or services, but don’t let the situation escalate further.
Businesses can understand and influence the conversation as never before, while listening to what their consumers are saying. Social media has affected the role of the public relations professional remarkably. The job has become more demanding as these front-line practitioners must think quickly on their feet.
How to Monitor Social-Media Conversations
Given the arrival of Facebook, Twitter and other up-to-the-minute social-media sites, businesses must respond quickly when a crisis occurs. It’s an intelligent tactic to monitor conversations focused on your industry competitors. In this action, you’ll learn what their strengths and weakness are – which gives you the opportunity to capitalize on their shortcomings. You can use all your newfound information to improve the experience of your own customers. Small business owners have the ability to communicate in an instant and establish a rapport with customers.
Keep tabs on the online mentions of your business and its products and services. Social-media channels are available at all times. Most small businesses focus on peak usage times – but customers are accessing these networks at their convenience. It may be hard to devote time to this habit, but many small business owners are managing just fine. According to a recent MarketMeSuite infographic, 26 percent of small businesses devote an hour or more to these social-media channels each day. Although some of these small businesses are Web-only entities, these numbers indicate the importance of taking stock of your online reputation.
How to Turn Readers into Customers
One last note: You should not try to fabricate your positive reviews. The best strategy is to create articles, blogs, infographics, videos and other forms of content that will accentuate the best aspects of your business and assist your audience in some way. Google is getting smarter about understanding web content, and will display videos and images right alongside text content. Social-media fans and followers like to think of themselves as creative, so giving them the opportunity to share their artistic flair could result in a considerable amount of traffic. The more traffic that visits your site, the more sales that you’re likely to experience. You should also strive to interact with potential business partners and industry leaders who could prove to be major benefits for your business.
Small business owners are leaving sales on the table when they fail to their online presence. Don’t get left behind.
About the Author:
Blake Jonathan Boldt is a content strategist for Reputation Advocate. He provides writing, editing, social media and content strategy services for both domestic and international clients. His articles have been featured in numerous magazines, newspapers and digital media outlets.
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