OK, so you got your Facebook landing page up. That Twitter Account is rolling. You even posted a few Instagram Videos. You spent time, maybe even invested in assigning an employee to mange your social media. So where are all the customers? Why isn't anyone interacting with my business? Is anyone even out there? Putting your brand out there and expecting instant results takes more than just creating the platforms. It does take work. It also takes interaction and response. Here are a few reasons why you be failing to attract new customers or clients.
1. Advertising or interacting? Social Media overall is not the place to advertise your business. While maybe running a coupon or announcing an upcoming event is OK here and there, your platforms are to engage your client base about relevant events such as new products or services that may relate or effect what you provide. Create interaction with your streams on social media but do not make it an advertising wall. It turns people away.
2. Updating your content? How often to you go to your platforms and update your content or answer your followers questions? You should check in daily or at the very least, several times a week and add or respond to your followers. To say "We are on Facebook or Twitter" just to say you are on there without doing anything is really a waste of your time and your followers and gives a very poor representation of your brand.
3. Social Media means being social. Make your content to where it will create conversation or be forwarded on to others. This helps with your analytics and branding being spread out there in cyber space.
4. Autopost or not to autopost. Using software like Hoot Suite or similar is great and I am guilty of this as much as the next person. We get busy. However it is always good to try to individualize or at the very least check in on your individual platforms and make them personal by adding unique posts and respond to your followers. Your email can be set up to where someone responded to your post so you can at least answer them or say "thanks" for forwarding your post.
5. Responding? Are you responding to posts? Someone asks you something or says something negative are you responding? You must. If they say something negative about your business answer them. Don't delete and say stick it buddy. They have a reason and they need addressed.
6. Tracking and gaining followers. Use analytics to track your ROI. Social Media within itself is a part of your business strategy. We don't do it for fun or because the younger generation is doing it. We do to market our brand. Track your time and investment and see how it is growing your business. As my title says. If it is not you are doing something wrong. 9 of 10 times it is because you don't put any effort into it. If you don't have the time, hire or appoint someone within your staff to manage it or take your platforms down until you do have the time. Having dead space is worse than having something there just because my competition does. Use Google analytics or something similar to track your activity. It is just the same as websites I see of businesses that are nothing more than a place holder. No fresh content, the staff pictures are outdated, the business has moved or remodeled and their website has content from 5 years ago. Would you do business there? Same with your social media. Be fresh, be responsive, and don't use your platforms as a "big sale" advertising gimmick. Good luck.
We have all been there. The customer is not happy. They want your product or service discounted or even free. So when is saying you are really sorry appropriate? Is the customer as the saying goes, "Always right?" We do not like bad feelings, bad press, or with today's social media, a blast saying don't do business with so and so because they shafted me. Many times we do owe an apology because we did in fact screw up. We missed the boat. An employee did something wrong, the product was defective, the service was performed wrong, we did not smile right, it could be a number of things. In this competitive world, we have to sometimes save face and take the loss and say we are sorry. How can I make this up to you?
Then you have the typical customer out there who is always looking for a freebie, a law suit, or anything to capitalize off you. They make their living at it and you just got picked today. In my research and past experience in business, here are some simple tips for you to kick around.
1. Is the customer's demands reasonable? If you find the complaint small or within your company's policy then by all means fix it. If not, telling them you are sorry is not needed. You did the service or sold the product to the best of your and the companies' ability.
2. Always take time to understand the complaint and tell the customer you will look into it if it does not involve you directly. Maybe the complaint is an afterthought or does not even involve you or your business directly. Third parties sometimes cause the complaint. Just caring sometimes will fix the complaint.
3. If you get someone like I mentioned above, Mr. or Miss "I want this for free by golly I will sue you to get it!" then you need to also be firm and contact your legal team and many times, a simple letter from them to your irate customer will calm the waters fast. It may cost you some money but your reputation and your brand is worth the damage control with these type of people. Remember, social media is world-wide and one bad rap can go viral in a hurry. You need to ask yourself. "How important is my reputation and my business?" A few hundred bucks here is well spent.
Twitter is a business social media tool. If you do not think that, think again. If you are using it for your business, are you taking full advantage of the capabilities of Twitter? Here are a few tips on using Twitter to engage your customer base and perhaps add to that. Twitter as well as other social media platforms are an extension of your brand. You may have set office or store hours but social media is your marketing arm that is open 24-7 365 days of the year. When you are not there, it should be selling for you. Let's get to my points.
Photos: Twitter now allows photos. Using interesting eye-catching photos will draw attention to your tweets. Make them fun but not stupid. Don't make them overbearing either like "Buy Now!" Use them to show your brand or for "inside" events. Allow interaction with your followers as they may want to know more about the photo.
Reply: You get tweets with questions or comments, take time to reply. Yes I am guilty of this sometimes but if you pick up followers, follow back. You get a nice comment, thank them. You get a question, answer them. This builds rapport
Don't blab on and on: Twitter max characters are 140. Keep your posts to that or less. Attention span today with social media is less than 3 seconds under most cases, especially with young followers. They don't care nor have the time to read all your stuff. Try to keep it short
The "Other Guys": Follow what your competition is doing. If you sell widgets, see who else is selling widgets in your market area. If they have 500 followers and you have 75, you need to get on the ball and figure out what they are doing right and what you are doing wrong.
The Technical Stuff: Learn how to use the tools of Twitter. Consider adding HootSuite so you can automate your tweets. It is free or you can move up to the business paid platform. Learn to use # hash tags to broaden your "hits" on your tweets. Learn to use the . (period) to allow all your followers to see your tweets instead of the @ symbol which is a single reply. (Unless you really want to just reply to one follower obviously)
Good luck with Twitter and I hope these points were of value to you!