Social media gave consumers the power to shape businesses as they deem fit. No doubt social media is a force to reckon with. Just looking at how social media blunders shaped company policy is telling. One such example is that of Victoria rsquo;s Secret’s gaffe where it rolled out its “The Perfect Body” ad featuring scantily-clad skinny models. The marketing backfired as people felt it represented the brand as a body-shamer and proceeded to condemn the uber lingerie brand on social media. Quickly realizing its mistake, the company update its ad to the banner “A Body for Every Body”.
Well, you might not be as big a brand as Victoria’s Secret. Frankly, it doesn’t matter. If you’re handling a business you need social media. Period. Why? That’s simply because social media can make or break your company. If everyone is convinced your brand is not worth buying because people are badmouthing your company on social media, who do you think will buy your brand?
The good news is social media can be used to your advantage. It may look like a long shot. But just like any tool, the use of social media can be mastered. Taking in timely advice from the best the industry can offer should be spot on.
Understand Your Audience
This is basic but unfortunately, it’s one that many hugely overlooks. And in the process, many businesses struggle to keep their brands in front of their niche.
Thus, one thing’s certain. You need to learn as much as you can about your audience. And to do that, you have to identify your niche? What age group are you targeting? Is your product geared towards the Millenial market or the Baby Boomer’s market?
When you have these things decided, you need to take a look at what social media tool works for you. Each social media platform has its own audience demographics. LinkedIn for one is geared towards the professionals so expect the learned and the upper management to be there. Facebook, however, is generic as it caters to just about every age group. Here’s a look at different demographics for the most common social media platforms today.
It’s important therefore that you suit your choice of social media to your audience which simply means you should not use those platforms not catering much to your brand.
Communicate with Your Audience
It’s important you maintain communication with your brand’s audience. Quite simply, this means you should be vigilant relying on tech tools to help you monitor social media feeds every now and then. Thus, it’s incumbent on your part that you have a working smartphone to get these updates wherever you go.
In this regard, you really can’t overemphasize the value of portable smart devices. Considering reliable cellphone repair services when your mobile device isn’t working should be a top priority. If you want your marketing to be off the ground pretty fast, being available online is a must.
Interaction stands as the golden bridge to bridge that marketing gap. By talking “with” your customers, you get them to start talking about you. It’s the human touch. So your goal is to generate conversation and to capture attention.
Be Humble to Admit Mistakes
You should not let marketing blunders and social media rebuffs dictate your brand. Instead, rise from it. When you commit an error, as you sometimes will in the course of your marketing, you need to own up to it. This speaks volumes about the kind of brand you carry: one that is willing to correct mistakes and improve for its audience.
Be careful though. As much as you want to correct a marketing gaffe, you need not be hasty about it. Think it through and send a crafty response instead of a knee-jerk off-the-cuff reaction.
Respond to Negative Feedback
Negative feedback is actually your customer asking for your attention. So give it and don’t shy away from it. The best way to attend to negative feedback is to do it quickly and in an appropriate manner.
To do so, acknowledge the issue. Never deny it or things could go out of hand. Then, the trick is to provide a request that’s actionable such as “write an email to” or “call this number.” By giving out specific instructions that a customer has to act on, you show your customer that you care for them. And that’s the heart of what customer service is all about for any business, big or small.
Know that every customer is unique but it’s essential you attend to each complaint with authenticity. At the end of the day, it’s not about how much your budget is for your marketing but it’s all about your much you care. And that’s the heart of what customer service is all about.