Tips for Responding to Customer Feedback on Social Media

Maintaining a presence on social media allows brands to connect with consumers on a more personal level and participate in online discussions related to their products, industry and more. With 81 percent of Americans actively using social media and more than 58 percent of users engaging with brands one to three times per day, it’s clear that consumers prefer to communicate with brands online.

 

Regardless of the engagements sentiment, when customers engage with your brand online, it is important to make them feel heard. There are a number of ways to respond to customer feedback on social media, so we’ve outlined a few tips to help:

 

Respond in real time.

Consistently monitoring your brands social media accounts will allow for quick action. Some platforms, like Facebook, even show users what your brands average response time is to encourage brands to monitor in real time.

 

If a customer reaches out with feedback via social media, a response should be posted – whether it be liking the comment, responding in kind, or assisting to escalate a customer service issue – within 24 hours at the most.

 

Personalize.

The last thing a customer wants is to just feel like their voice is not being heard. When responding to engagements online, personalize your response as much as possible to show your appreciation for their feedback.

 

If you’re using a bot to respond to customer service messages, be sure to follow up with a personal note to make sure the issue has been resolved.

 

Maintain a brand presence.

Does your brand have a team of social media responders? If so, it’s necessary to outline approved responses and provide employees with a brand guide. This will help to present a uniform face to customers, while still allowing your brand to engage naturally online.

 

If you don’t have brand guidelines established, revisit your social media strategy and reference any key messages outlined.

 

Take it offline.

When responding to negative comments online, brand should remember not to dwell on the negative, but to treat the feedback as an opportunity to grow. Ask the customer to send a direct message through the platform by which they originally engaged your brand. This will allow you to troubleshoot, ask for personal information, and more without leaving the platform.

 

Offer a solution.

There will always be people you just can’t please. And that’s okay as long as your brand is actively working toward a solution with its customers! Ensure that your team is offering uniform solutions and staying on brand when resolving customer service issues.

 

Need help building a strategy that works for your brand? Contact Lauryn Gray, lauryn@dittoepr.com, or request a consultation today!

How to Build a Social Media Strategy That Works for Your Business

Some of you may be wondering what is a social media strategy and is it necessary for my business? To answer your first question, a social media strategy is simply an extension of a business’ overall marketing and public relations strategy. Built to support the achievement of company-wide goals, social media strategies should outline campaigns and tactics for key social media channels. As for the second question, YES! Every business, whether it’s a startup or a Fortune 500 company, should have a presence on social media.

 

Percent of U.S. adults who say they use the following social media sites online or on their cellphone – via Pew Research Center

With 68 percent of U.S. adults using the platform regularly, Facebook is by far one of the most popular social media platforms available for marketers. But the social media narrative extends far beyond the “walls” of Facebook. Since 2016, the use of Instagram by U.S. adults has increased from 28 percent to more than 35 percent, with higher numbers reported from 18-24 year olds, making it the second most-used platform.

 

You may now be asking if your business should be present and active on all social media platforms, from the “big-box” names like Facebook and Instagram to the lesser-known platforms like Snapchat and Pinterest. The average American uses three of the top eight, and while it’s not necessary to be present on each and every channel, it is recommended to select the most important platforms based on your target audiences and team’s ability to implementing a cohesive strategy.

 

Implementing a social media strategy will improve your business in more ways than one. Below are the top benefits for implementing a strategic plan on social media:

 

Creating a face for your company online.

In addition to providing an online presence housed outside of your website, the use of a social media strategy will improve search engine optimization (SEO), allowing your company’s name and product name(s) to appear in more relevant searches when using key terms and phrases.

 

Increasing knowledge about products and offerings.

Additionally, the strategic use of social media will help to build brand awareness and exposure. Drafting content that includes direct links back to your company’s website can also help to increase web traffic and conversion rates as well as provide valuable feedback from customers.

 

Proving ROI in relation to marketing goals.

Reaching new and niche audiences can be challenging using traditional marketing tactics. With a strategic social media strategy, companies can target specific audiences directly through advertisements and boosted posts, as well as reach audience members in a more authentic way.

 

Need help building a strategy that works for your business? Contact Lauryn Gray, lauryn@dittoepr.com, or request a consultation today!

How to Take Advantage of LinkedIn Groups

With more than 18 million companies currently using LinkedIn, it can be difficult to make yours stand out. Luckily, Reid Hoffman (co-founder of LinkedIn) offers a way to break down the masses by industry, interest, and intent with LinkedIn Groups.

 

LinkedIn Groups are virtual hubs on LinkedIn that provide a “place for professionals in the same industry or with similar interests to share content, find answers, post and view jobs, make business contacts, and establish themselves as industry experts.”

 

There are nearly 2.1 million groups on LinkedIn – which is still a LOT – but when broken down by industry, it’s much more manageable.

 

Unsure how to get started? I’ve rounded up the basics below to help you begin to take advantage of LinkedIn Groups.

 

Joining groups is fairly easy – as long as you have a LinkedIn account. Just visit www.linkedin.com/groups and select ‘Discover.’

 

If you’ve already filled out your profile, LinkedIn will automatically suggest a myriad of groups based on your industry, experience, and more. For those of us in public relations, you may see suggestions like: PR Professionals, Social Media Today, or your local PRSA chapter, to name a few.

 

By clicking ‘My Groups’, users can see a full list of the groups they are a member of, sort based on name or industry, and view the groups they’re waiting to be admitted access to. Once inside each group, users can view and connect with other members, solicit feedback on relevant topics or participate in existing conversations, and even view jobs available in the related field.

 

So now you know how to join, but maybe you’re still not convinced. Here are just four of the major benefits you’ll see after using the LinkedIn Groups feature:

 

Engage.

Joining LinkedIn Groups allows users to engage with other members through topical and industry-related conversations. Whether it’s liking a recently shared article or sharing your two cents on an ongoing discussion, LinkedIn Groups facilitate additional networking opportunities with fellow industry pros. They also give you a chance to show ‘em what you’re working with!

 

Share.

Another benefit to LinkedIn Groups is the ability to share relevant content and solicit feedback. Working on a new proposal or just trying to get some advice on your recent blog post? Share it in various groups to get constructive criticism. LinkedIn Groups are also a great place to find sharable content for curation!

 

Connect.

Not only do LinkedIn Groups allow you to engage with other industry pros, but they can help connect you with potential clients, employees/employers, and more. This networking platform offers a deeper dive into each industry, allowing users to familiarize themselves by reviewing expert opinions, content, and more.

 

Influence.

By regularly sharing content and participating in group discussions, users will begin to make a name for themselves as industry leaders. Other group members may privately message you for advice, and leaders in other industries might look to you for expert advice in your field. Either way, you’ll be getting your name out there in the best possible way.

 

As you can see, there’s no shortage of advantages when it comes to using LinkedIn Groups to expand and showcase your industry knowledge. Interested in getting help? Set up a consultation with us today!

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