Social Media is a platform and a gateway to your customers. While many businesses choose to put "automated" helpful content and branding information
about their businesses out there for all to see, many times their customers ask questions or want to know more and they often fall on deaf ears. It is important to monitor and respond in real-time to your customers. If you do not have time then assign someone to at the very least, check your social media platforms daily to see if customers or prospects are asking questions or leaving a comment . There is also a tool available that I use called Mentions. There is a free basic version as well as a paid pro and enterprise version. It helps monitor when people are talking about your business or posts.
Content response and posts need to be timely and consistent. Your customers who follow you develop a pattern of viewing your content. Make that special time to post and stick with it. Be helpful, kind, don't show
anger and if a customer is posting a complaint ,engage them respectfully unless it is just a random goofball who is getting his jolly's being rude then by all means block him. (Yes those trolls are out there with nothing better to
do) . The bottom line is Social Media content that is engaging, enlightening, and informative can increase your ROI as your fan base increases. Word of Mouth of your businesses and the viral effect of social media has been proven time and time again by fortune 500 companies.
Promote and engage. Good luck and keep your customers happy!