You order an item online and it takes way more time to arrive than it should. Plus, a few items are missing in the package. Frustrated, you take to the vendor’s Facebook channel to voice your concerns and expect to be compensated.
And despite repeated prodding, there is complete radio silence at the other end.
The experience didn’t feel good did it? celebcrunch You think maybe this business doesn’t care about you – how you trusted it to give you a good experience and it shattered this trust instead. So you do what any frustrated individual would – you vow never to order anything from here again and hit the “unlike” button.
For social media strategists, there is a lesson to be learned here. A social media marketing strategy can eventually falter with a few unlikes and negative comments.
As a business owner, social media gives you limited chances to make a good impression. How you take advantage of these chances might make your business or break it.
The proof is in these stats:
• 71% of users who have a positive social media experience with a brand are likely to recommend it – Ambassador
• According to a study, hardly 20% of social media posts hardly generate any emotional reaction on social media – Havas Media
• 42% of Twitter users expect to be expect a business to respond to their inquiries within an hour – Ambassador
As a social media marketer, the best way to improve your social media strategy is to first find why it falters in the first place. Here are some mistakes that you might have overlooked:
1 – Being careless with negative feedback
If you have ever dealt with a salesperson, you wouldn’t expect him to become defensive when you have a complaint or be careless about your concerns.
So why would your followers on social media?
Keep in mind, whenever anyone says something negative about you on social media, the rest of your followers can see them. And they will be as interested to see how you respond.
For businesses, this is a nail-biting scenario. But it is totally avoidable. Here is how:
• Put someone competent behind the wheel: Experienced professionals like social media experts will take an unbiased approach to the negativity and know that being careless about it serves no purpose.
For example, they know that being unresponsive to comments like “your service sucks! I want my money back” doesn’t really help anyone. A well worded reply on the other hand, helps both your reputation and appeases rising tempers.
To illustrate, your reply should go something like, “We are sorry that you had a bad experience. Can you tell us exactly what happened so we can make amends?” This way, you are more likely to ease frustrated customers.
• Become alert to mentions by using online tools: It’s easy to forget about something you don’t encounter every day. Comments on social media are the same. You can’t track every one of them. No one inboxes them to you and there is no guarantee that followers will tag you.
To keep track of all comments, you can use tools like Google Alerts which notify you when anyone uses your keywords on their social media fields.