Facebook, YouTube, Twitter, Instagram are just a few of the most used platforms that companies can now use to increase their Brand visibility.
Visibility means that your
business will be vulnerable for all the digital good and bad. And the message
goes fast. A negative one even faster.
Consider:
Consider:
- People like your campaign (follow, like, win, event) and say so
- People may not like your brand and or products.
- Others may have liked it but due to bad personal experience (true or not) no longer like them
- “Physical” blocks (ad blockers) cause a “no show” of your expensive digital campaign
- Fake accounts (lookalikes) “Helpdesk”, “Ask forHelp” and other “Trolls” give ridicule reactions on your behalf on public complaints.
- Former employees still have login on your accounts and are cheating you.
All may grow into a tsunami
of positive, negative or brand offending reactions. And mind you this can happen to every brand on the web. From Corporates to local
SME’s.
Also read “Top 10 Social Media Misfires 2015"
Also read “Top 10 Social Media Misfires 2015"
What can you do?
Well if you follow “The 10 Laws of Social Media Marketing” you
are well on your way. But you still need to bring it into practice.
It takes time, knowledge,
creativity and patience. And sometimes legal knowledge. The moment when a first like,
follow, compliment, complaint or cheat is popping up, you need to be the first as
the one in charge.
Only then you can gain from
the good AND the bad.
- Do they love you? Reward them.
- In case of bad; Offer an apology AND a solution.
- Have social media trolls wreaked havoc for your business? Just keep your cool. Use humor, facts and kindness in responding to trolls, and you’ll make your community a safe and fun place for everyone.
You may call this “web care”. But what’s in a name. It is nothing else then old-school
“customer care”.
As a company, every single
interaction you have with your customers is a branding message.
The way you greet customers, communicate with them (in person, by phone, email, on the web, or even auto-responder), follow-up, encourage repeat business, and promote your products is each an opportunity to brand yourself.
The way you greet customers, communicate with them (in person, by phone, email, on the web, or even auto-responder), follow-up, encourage repeat business, and promote your products is each an opportunity to brand yourself.
Each interaction (good or bad) provides an experience (good or bad) that results in the expectation they have in doing business with you.
