Tag Archives: customer service

We are approaching in the middle of 2017, and social media can take different twists and turns every week; it can often be unpredictable, but there are always certain ways to stay in control of one’s brands, despite what can happen at anytime.

1. Jumping on trends

As mentioned time and time again, your brand shouldn’t be commenting or participating on every trend that is taking place on social media. New things happen everyday that turn into a popular hashtag, but if it’s not relevant to your industry, or politically controversial, it is best to stay away, for the sake of your following!

2. Millennials

Not all are the same. Each generation is behaving differently, although there are some important similarities. Be cautious with how you communicate to all of them, in general.

3. Customer service is important

Nowadays, most of the customer service is done on social media, especially Twitter. There will always be someone trying to be a troll or a credible complaint, so make sure the comment is properly analyzed and responded to promptly. A response can make or break a brand’s reputation – so some not-very-nice people can be a blessing in disguise, if attended to properly!

 

4. Live streams

Get on it. We’ve spoken about them before. It shouldn’t be done too regularly, but a good opportunity once in a while to engage with your audience. Even if you can’t respond to all the comments, get up close and personal with your following; it’s never a bad strategy. But before you record a live, do some planning but keep it as natural as possible.

5. Influencers

We think this has been their year. They are becoming ever more important for brands to collaborate with, and their endorsements of anything can change a business’ life. As long as they are offered something tangible in exchange, you may have a lot of joy getting big influencers to collaborate with you!

6. Creative leads to growth

Brands always need to test out different things, to see what works and doesn’t, so that they can grow. Everybody is going to fail at one point or another, but as long as the damage is minimal and the experience is learnt from, the next phase will be very positive!

7. Engagement

Engage, engage, engage. Being active on social is often trying to have a conversation on a daily basis with all your followers. It’s the best way to grow fast, because you are being valuable and customers like that. You are not a robot who just pushes out content. Relationships have to be built and maintained, in order to form new ones.