Pretty much every business these days uses social media in one form or another to promote themselves, and sometimes it is hard to be seen or heard above the rest. When it comes to engaging with your customers, it can be difficult to know where to start. At Solent, social media is part of what we do day to day, so here is our handy guide to some of the key things to keep in mind when you are planning your posts for 2017:
Ask questions of your audience – ask thoughtful and interesting questions that people will want to answer. For example “what has been for favourite item on the specials board this month”, “what flavour of ice cream should Minghella launch for spring” and “who would be your dream IW Festival headliner” are all examples that we have been able to use across our channels.
Listen to your customers – who is your audience? Make sure you keep on top of your social media pages, reading reviews and comments as they occur. This will help you to get to know your customers and your demographic.
Be visible – make sure all your social media channels/buttons are clearly visible on your website and advertising material.
Respond to criticism and complaints timely and professionally – do not air your dirty laundry in public and do not get into an argument online. Even if you do not agree with comments or know them to be factually wrong, it is always best to say something along the lines of “we are sorry that you feel this way and would like to sort the matter for you, please get in touch with us directly” and give your email or phone number. This stops a war of words in it’s tracks and keeps you looking professional and in control.
Keep it real – remember that people engage with people so make sure that your content sounds like it is coming from a real person rather than an automated robot. Content for the boardroom is not content for the twitter page. Use your own name to give your channels a voice that people want to listen to.
If you have any questions about how we here at Solent can help you with your social media and other marketing needs just give us a shout – we are always happy to help!