Social media: the one thing that every business owner is going to have to address at one point or another. Truthfully, they can’t afford NOT to address it. That’s because having a social media page has become as big of a requirement as having an actual website. In fact, 85% of customers expect businesses to be active on social media. But it’s not enough to simply whip up a facebook page, twitter account, or blog and expect social media magic to happen. You have to understand that there are rules to social media –and I’m not talkin’ about the terms and conditions here, people. I’m talking about the unwritten rules of social media. The sort of rules you can only learn through years of experience, understanding best practices, and recognizing pitfalls to avoid. Social media is a great tool that serves as a direct link between you and your customer base –but it can be a dangerous one if used incorrectly. Just as Uncle Ben once told Peter Parker: “With great power comes great responsibility.”
One of the most common mistakes brands make on social media is ignoring negative feedback. I get it, no one wants to see or hear bad things being said about them, especially publically. Many companies are scared of negative comments. They think: “Maybe if I ignore it, it will go away, right?” Wrong. Disregarding negative comments makes you look irresponsible, and it makes that negative commenter seem right, even if they aren’t. Taking the time to promptly respond to negative feedback makes your brand look trustworthy, caring, and accountable; so much so that you should look at a negative comment as an opportunity to make your brand shine on social media.
While negative feedback is not something you should avoid, it isn’t something you should particularly invite either. That’s why you should steer clear of political or controversial subject matter when posting on social media. You want to make your brand personable, approachable, and appealing to everyone. With that in mind, the last thing you want to do is offend or ostracize a group of people who could have been valuable customers.
Always bear in mind that you are representing your brand’s image with each and every post. Many business owners overlook that that simple fact when they do something like ask their niece to take over their facebook page. Sure, it seemed like a no-brainer at the time. I mean, Tiffany has had a facebook of her own for years now, so why shouldn’t it work? How were you supposed to know she’d post pictures of kittens on your company page every other day?
Setting up a social media account is as simple as a few clicks, but managing one is a different story. It is easy to become overwhelmed by the sheer amount of time and effort it requires to make branding on social media successful. Smart Source understands what it takes to thrive on social media. We select the best platforms to reach your target audience, increase brand awareness, and strengthen customer relations. We have the unwritten rules memorized, and none of them involve kittens.