Whether you are a multinational giant or a start-up one thing you have in common is the social media platform you use to communicate with your fans. Be it Facebook or Twitter, your only means to communicate directly with your customers is through social media.
To use this to your advantage - as easy as may seem, may not come naturally to you.
Here are some simple things to keep in mind while creating your brand's online image and becoming an overnight success, that all the others are talking about
From the very beginning, you need to decide the tonality and language for communication and keep it up throughout. You may choose the more conventional - straight-faced & scripted method or you may be more quirky and spontaneous. Whatever you choose, just remember to take it forward, unfailing.
Always remember to personalise any message or comment you make while reaching out to your follower base. No one like bots, not even the Internet. :)
Nobody likes to wait or be put on hold! Have a hands-on team to respond to all queries, appreciation mails/comments and messages. People are important, their time is important, be sure to value your customer's time and make them feel special.
Take a Deep Breath
As a social media manager of a brand you are often faced with comments or messaged that may be mean or outright insulting. Never take it personally and respond. Always think about it from the brands perspective. Take a deep breath and thank them for the feedback and ask what issue they have been facing which has brought them to this level of frustration. It may be difficult to apologise for being abused but do it anyway. You will convert haters to evangelists just with a few polite words.
Relate with your Audience
Too many product posts are boring and no one wants to look at them anyway. Your aim on social media is not to sell, on the contrary, it is to be loved. Share/Post on relatable topics, current issues and to connect with your audience.
Passion is the most integral part of a successful social media plan. You cannot be against something and succeed with it. If you are not a fan of online communication and are more of a face-to-face interaction person, do not force yourself to do it, for you will invariably feel burdened by it.
Social Media is the most effective form of communication with customers in today's age and time. If you can successfully use it to your advantage you will see how cost effective it is and how much you can benefit from it!