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!

Why Persistence is Public Relations’ Most Valuable Skill

While public relations may seem like a dazzling profession full of glam, glitz, and celebrities, PR pros understand how truly grueling the work can be. At times, PR can involve a lot of teamwork, determination, and patience, but most importantly, it involves persistence.

 

It’s easy for someone to write a press release about an upcoming event or initiative or even to create a landing page online for blog content. But to really drive results, PR experts understand how crucial it is to be persistent in your efforts – from media relations to content creation and social media, it takes more than distributing one press release every six months or posting one Tweet each week to really drive results.

 

When it comes to conducting media relations or PR campaigns, persistence is particularly important. In order to successfully conduct a media relations campaign, simply writing a release, publishing it on the company’s press page and hoping media will pick it up will likely will not cut it. Brands should consistently test out new story angles and hooks, follow up with media regularly – sharing additional information to pique their interest – and always be on the hunt for a new media contact who might be interested in sharing your story.

 

Besides that, media relations involves a lot of other tasks that require a persistent mindset. For instance, we hear “no” more times than we can count when reaching out to media with story ideas. PR pros invest a lot of time researching the perfect journalists just to find out they’re not interested in your topic. We also hear “maybe” a lot, which can often turn out to be dead ends. The trick is to not get discouraged, but rather see it as a challenge to overcome.

 

The point is a good PR pro understands you can’t take no for an answer. When one door closes, we find a way to open another. By researching additional contacts, sending out new pitches and continuing to persevere, we’re able to secure the results our clients deserve.

 

A young professional starting out in the world of PR might be surprised at just how much patience and perseverance the job takes. However, when you’re passionate about your clients, you don’t just give up. Instead, we work hard to find new opportunities, review past failures and keep trucking forward.

 

Public relations can be an extremely valuable tool for businesses of all sizes. Whether a company is well established or just starting out, it can be very beneficial to position your brand to the public in a proactive way to ensure your brand is well recognized. After all, behind any public relations campaign is a well-crafted strategy, precise messaging, and a whole lot of perseverance.

 

If you’re interested in learning how our team’s tenacious efforts can generate results for your company, contact Lauryn Gray, lauryn@dittoepr.com, or request a consultation today!

Now Accepting Applications for Public Relations Fall Internship 2018

If you’re interested in experiencing PR agency life and gaining real-world knowledge and experience, then Dittoe Public Relations may be the place for you! We’re hiring public relations interns for fall 2018, and we want you to apply! This internship is paid and part-time or full-time options are available.

 

Here’s what you need to know:

Dittoe PR interns are responsible for assisting with the execution of strategic public relations and social media initiatives and contributing to the success of the firm’s clients. Interns will be mentored by intern directors and work closely with the firm’s entire staff, from account coordinators to the company’s partners.

 

This internship is for detail-oriented, self-starters looking to develop a well-rounded public relations skillset in an energetic and challenging environment. The ideal candidate should have strong communication skills (both verbal and written), initiative, and creativity, as well as feel comfortable juggling multiple projects and deadlines. Key tasks will focus on media relations, research and analysis, reporting, content creation, and more.

 

Sampling of responsibilities:

  • Drafting compelling content such as press releases, media pitches, social media posts, and more
  • Carrying out special event planning tasks
  • Participating in agency meetings, training sessions, and brainstorming sessions
  • Handling research and analysis projects in support of client objectives as needed
  • Researching comprehensive press lists for local, national, and trade media
  • Contributing to the execution of media relations campaigns
  • Assisting with client and business projects as needed
  • Assisting with administrative duties as assigned by staff

 

Key qualifications:

  • Actively enrolled in or a recent graduate of a university journalism, public relations, strategic communications, marketing, advertising, or other related program
  • Previous professional or relevant internship experience (public relations experience is a plus)
  • An understanding of basic journalism and media relations skills
  • Solid, versatile writing skills in both creative and technical fields
  • An ability to be professional and personable in written and verbal communication
  • Demonstrates attention to detail and good judgment
  • Smart, creative, assertive, and innovative individual who thrives in a fast-paced environment
  • Flexible and willing to collaborate with teams
  • Proven ability to effectively prioritize and manage multiple tasks and competing deadlines
  • Additional knowledge in social media, design, photography/videography are a plus

 

To apply, send a cover letter, resume with references, and three diverse writing samples to Greta Snell at greta [at] dittoepr.com. No phone calls please. Applications must be submitted by 11:59 P.M. EST on Sunday, July 15.

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