5 Tips for Interacting with Customers on Social Media

 

5 Tips for Interacting with Customers on Social MediaIn the marketing world today social media is bigger and more important than ever before. Brands need to have a great social media presence and a part of that is making sure that you connect and engage with customers so that they remain loyal and interested in what your company is doing. People online expect great customer service along with interesting and engaging content which means interacting with customers whenever you can.

Interacting with customers can mean responding to comments, re-posting their content or having a conversation online through direct messaging. Customers want their voice to be heard especially if they have questions, concerns or issues with your brand. Even light jokes or humor can be a great way to connect with customers so that they have a positive image of your brand.

Customer interaction on social media can be a crucial aspect of marketing. Here are 5 tips for interacting with customers online-

1. Be Prepared to Always Respond

If people online want to communicate with a brand you need to make sure that you are always available to respond to them. Make sure to have social media staff that can read comments and write an appropriate response in a short amount of time. Customers don’t like being ignored and will be more interested in a brand if they can communicate with them in a timely way.

2. Have an Official Response for Major Concerns

Even though many of your interactions with customers will be positive, at times there will be genuine issues that you need to address. When customers have complaints or major concerns about your product or service you will need to respond in an appropriate way. If you have an official response prepared for these situations you are less likely to deal with too much backlash.

The most important thing is letting customers know that their concerns are being heard when they have questions, a complaint or are alerting the company about a particular issue. You should have a response that directs the customers to more information so that they can have a better understanding of the issue and how to deal with it. Having a prepared response can make it easier to respond quickly and efficiently to each customer so that they aren’t waiting too long for an answer.

3. Post User-Generated Content

Aside from responding directly to comments, there are other more creative ways to interact with customers that will keep them engaged and boost the positive opinion of their brand. Posting content that users have created can get people more involved in your social media site and excited about your company. When your content is created by customers it makes them feel that they are part of the topic and add value to your brand.

An easy way to find user-generated content is to hold a contest asking followers to post photos with your product and provide a prize for the best photo. This not only gets people to know your brand better but it also gives them incentive to share photos of your products and spread the word about the company. Followers will have more of a reason to love your brand and connect with you.

4. Avoid too Much Promotional Content

In order to get users to engage and interact more with your brand it is helpful to avoid making every post about self-promotion. Obviously the goal of social media is to promote new products and market your brand but followers will get bored and lose interest in your page if it is too heavily promotional. You will need to be more creative and conversational to get people to respond positively to the content that you post.

You can create posts that simply ask questions, talk about life matters, or discuss current events so that content is not always focused on selling something. Sparking a conversation is the best way to get people to interact with you and remember your brand. As you attract more people through engaging content you can add in the occasional promotional post to push your products as well.

5. Track Your Interactions and Look for Patterns

An important part of social media is making sure to analyze the results of everything you do to see what works and what doesn’t. Take the time to track the kinds of interactions you have with customers to see what gets the best response. Keeping track can also help you ensure that you are always responding to customer concerns and don’t leave any question unanswered.

Analyzing which posts performed the best and which comments got the most positive response can help you tailor your social media presence. You will be able to learn how to adjust your technique and get the most out of your interactions online.

Matt Ramage is founder of Emarketed a web marketing agency located in Los Angeles. He loves coffee, good design, and helping businesses improve their look and getting found on the Internet.

Tag You’re It! Instagram’s New Feature

Yesterday, Instagram introduced “Photos of You” – a feature where users can tag other users (and brands) in their photos. Read about it here:

There will now be a Photos of You section on your profile. When someone adds you to a photo, you’ll receive a notification and the photo will appear in your Photos of You. Want to make sure you like the photo first? No problem: you can easily adjust your settings so nothing appears on your profile until you approve it. Before your Photos of You section is visible to other people, you’ll have until May 16th to play around and get used to the feature. You can find more information about how Photos of You works and how to control your visibility at help.instagram.com.

Worried about spam, your privacy or unflattering pictures in general? Selecting the option above allows you to review your tags before they appear in your profile. You can also block users to prevent them from tagging or following your account and also report inappropriate pictures.

While “Photos of You” is new to Instagram, it works much like the photo tagging feature on Facebook.

Here are some ways that it can be beneficial for businesses:

Hashtags: Tags can be used in conjunction with hashtags, which will give your business more exposure to other customers who are mentioning/tagging your brand.

Location: Tagging is also helpful when users add your business location to their photo. Talk about a brand booster!

Advertisements via endorsements in the future? This isn’t just a possibility for big brands or celebrities. For example, if your business runs a contest where Followers are tagged, they can allow that picture to be posted directly into their photostream where it can be seen by their followers.

Encourage more fan engagement by curating the content. Brand engagement on Pinterest was recently considered to be a “fail” because 70% of brand engagement is found to be user-generated. Take that as a lesson to grow your brand by communicating and reciprocating.

Let us know what you think about Instagram’s new tagging feature on Facebook.

Matt Ramage is founder of Emarketed a web marketing agency located in Los Angeles. He loves coffee, good design, and helping businesses improve their look and getting found on the Internet.