One of the best things about social media for business is that it allows you to reach your customers on a whole new level. You can use your social media presence to listen, and respond, to customer’s and potential customer’s needs from wherever you are. For this reason, being attentive is an extremely important social media strategy tip.
Social media has made consumers more savvy and has increased their desire for great customer service. One of two things happen when a consumer mentions your brand via social media (and for the sake of this example we’re going to say they mention your business in a negative light).
- If you have a social media presence, they expect a reply, and the sooner the better. Within an hour is generally seen as “normal expectation” among consumers, but usually not longer than 24 hrs, or….
- If you don’t have a social media presence, or just aren’t attending to it, then they have an even more sour taste in their mouth because they see your company as uncaring, inattentive, “behind the times”, scared to respond, etc…
Here’s a screen shot that I grabbed from this article on Social Media Examiner that showcases a fantastic job by JetBlue responding to a customer who mentioned them indirectly in a tweet about a delayed flight:
Now, JetBlue didn’t really solve his problem in any way, but by having attentiveness as part of their social media strategy, they showed they were listening and that they cared. I’m sure, at the end of the day, this exchange went far in retaining this gentleman as a future customer.
Remember though, when a consumer mentions your brand via social media, it’s not necessarily always going to be negative. Being attentive will also allow you to receive praise, show your own gratitude in response, and share this praise with your social media circles, further reaffirming how awesome your company is and why people choose to do business with you.
If you’re building a social media strategy for your business there are a plethora of social media tools, both free and paid, that can help you monitor your presence. Also, please check out some of our other blogs featuring social media strategy tips (Be Useful & Be Visual). As always, we appreciate feedback, comments, and connecting. If you need help developing a social media strategy for your brand, we’d be more than honored to help you with that as well.