In digital marketing Dallas SEO, no brand or marketer can deny the role that social media plays. Social media has given them the opportunity to feed their consumers with customized content that helps them generate sales, build brand reputation, convert visitors into customers and increase exposure.
When marketers who handle social media accounts of a brand, communicate with customers, they often forget that they are representing the brand, and end up committing mistakes that may cost the brand customers, sales and their reputation. There are seven things that every social media handler should avoid, if they dont want their marketing plan to fail.
When customers want to file a complaint about a certain product, then they open the social media account of the brand they are using. If the social media account handler is active on Twitter, for example, and he reads the complaint, he should address it right then and there. The mistake that most marketers make here is that they ask the customer to switch the channel. For example, they would say, we are sorry for the inconvenience, please call us at so and so number or visit our website.
The first impression that this conversation would send to the customer, is that the person handling the social media account doesnt have knowledge about the company, and wont be able to handle their complaints. The customer might feel irritated to go to another channel to get a solution for their problem, it would waste the customers time and the agents too, and who would have to hear the whole complain from the start.
Different Accounts Of The Same Brand
In order to make it convenient for them, some brands may build several different Twitter account or Facebook accounts, to address different customer complaints. This might be easier for the brand to handle, but it will be difficult for the customer to understand. For example, if a customer files a complaint that is related to a specific department, and the account that they address links them to another, then that would be problematic for the customer. If there are several different accounts of the same brand, but of different departments, then that would create trouble.
At times, brands may censor their followers, if they complain about something or post something negative about the brand. However, this is not a good tactic, as it gives a bad name to the brand. If a brand observes that they are getting negative comments from a single account or from multiple accounts, then it is best to address those comments on that platform. If a conversation is public about a brand respectfully addressing a customer, despite their negative comments and genuinely addressing their problems, then that would improve their brand image.
When brands communicate with customers, they should never insult them, no matter what the customer is saying. If a customer had a bad experience with the brand, and abuses them by calling them names, then the brand cant do the same. Some social media account handlers might lose their cool if they are abused by a customer, but the best thing here is to address their real issue, make a statement or tell them how to rectify the situation, and if the behavior continues, then the marketer should not say anything.
Every Customer Is Valuable
Marketers usually engage with only those customers who have something positive to say about the brand. However, they usually arent quick to respond those who complain about a specific issue. Marketers should engage with as many customers as possible; a response could be a one line answer too, but it has to make the customer valued.
Read The Response
At times, online users post sarcastic response, and the person handling the social media account, reads only the first line. They might respond thanking the customer on their compliment, because they have not read the whole response, and this may not go well with the online followers of the brand. The brand might get criticized by giving automated responses and not actually reading what the customer has written.
Posting Wrong Information
When a social media account handler tells a customer about a website, they should make sure that they post the right address of the website. If they give the user wrong information, leading them to a website that contains virus or unhelpful information, then that would shine a negative light on the brands social media account.