Be social on social

Sounds simple, right?

You’ve managed to build an engaged and loyal following on Social Media for your brand, but now what? Ensuring you are implementing a community management strategy is SO important because you now have a direct line of communication with people who have shown interest in your brand! Here are some top tips for ensuring your digital community feel heard: 

CUSTOMER SUPPORT

Not surprisingly, in this day and age, people want information here and NOW. If people need a question answered, they will take to social media and simply direct message you. This is a fantastic opportunity for Brand’s to speak directly with their audience, get feedback and assist them in real-time. You need to ensure you are checking your Direct Messages 2-3 times per day so these questions can be captured quickly and leave people thinking “Hey that was really great customer service!”

REVIEWS

Reviews are BIG business for brands these days. With your competitors all vying for the attention of the same target audience online, one thing that can help you stand out from the crowd is great reviews. You can promote gaining these through other marketing strategies, the EDM’s for instance, however, there is a community management angle here once they are posted. You should take the time to personally thank each and every person that writes a review on your page. If the review is negative, then there is the opportunity to turn the situation around by saying something along the lines of “Hi XXXX, thank you for taking the time to leave a review on our page, and our apologies that you didn’t have a positive experience with us. I have sent you a direct message to see if we can turn it around for you”. This also shows others that you have made an effort to resolve the problem. 

ENGAGEMENT

Community Management of your brand’s social media accounts really does come down to the title of this blog. BE SOCIAL ON SOCIAL. When people comment back and ask them questions. As mentioned, this is like having a direct line to your target audience! Share the love, make them feel the love and it will build your credibility, trust and loyalty with people who have shown an interest in your brand. Another quick tip for your Facebook Business Page; make sure you are inviting everyone that has ‘liked’ your post to follow your page! This is something we see get missed by clients before engaging us, and it is a quick win for building your page following. 

We understand that it can be a time-consuming task to keep on top of your community management, that’s why we offer it as a stand-alone service to clients should you need helping hand! Get in touch to learn more about our service offering!