Thanks to social media, consumers are more vocal with their opinion.
Isn’t it great?
You can go on Twitter and read rave reviews from happy customers. Of course, the opposite is also true. People are no longer shy about airing out their grievances against brands. They don’t care that it’s public, either. If they have a bone to pick, you (and Twitter’s 316 million active users) will hear about it.
It’s important to keep your social media profile active and respond to every social media mention about your business. At Bolton Remote, we help you build offshore marketing support teams to make that happen.
Of course, your remote staff will need a little guidance. We share a few tips for posting updates, responding to mentions, and dealing with negative feedback.
How do you update Twitter?
These tips will help you craft tweets that encourages your audience to spring to action:
- Choose the right words. Social media scientist, Dan Zarrella, says including the words “you”, “twitter”, “please”, “retweet”, and “post”, can help increase retweets. Words like “game”, “going”, “haha”, “hey”, and “work” aren’t as appealing.
- Include at least one hashtag. Want 69% more engagement on tweets? Make sure every single update has a hashtag, according to Postcron’s Taylor Webster. Remember, a tweet without a hashtag is a missed opportunity.
- Avoid talking about yourself. Celebrities can get away with talking about themselves, but businesses cannot. “Twitter users want to hear you talk about them, not yourself.” says Zarrella. Check that your marketers keep self-promotional tweets to a minimum.
- Don’t be afraid to tweet the same content. “Most of your audience wouldn’t see your next blog post if you share it just once” says digital marketer Roy Povarchik. It’s alright for marketers to tweet the same post again after a few hours, days, or weeks.
Is there a right (or wrong) way to respond?
Interact with your audience in a way that keeps a positive brand persona. Encourage your marketers to keep these in mind:
- Be relaxed and approachable. Make sure your marketers don’t tweet like robots. Don’t be afraid to inject a little personality into updates. You an even add a little humor if it’s appropriate.
- Don’t link right away. We all want our audience to perform an action, but when you mention an external link on replies right away, people tend to ignore it. Instead, position it about halfway or towards the end of the tweet.
- Use emoticons. If you think emoticons are appropriate for a response, don’t be afraid to use them. According to social intelligence platform, LeadSift, positive emoticons on tweets increase engagement by 67%.
- Don’t reply too fast. Make sure your marketers aren’t coming on too strong. According to online strategies, Neicole Crepeau, time your response by taking off your “business hat” and behave like a person would on social media.
- Do some research. Before crafting a response, your marketers should take a few moments to assess the tweeter. Make sure your marketers aren’t engaging with spammers. When you’re sure you’re talking to a person, Jaime Stein of HootSuite suggests marketers to dig deeper.
What about negative tweets?
Always respond to customer complaints and negative feedback on social media.
People who complain on social media—especially Twitter—are already “disproportionately upset”, according to Jay Baer, founder of Convince & Convert. “In almost every case, the people complaining on Twitter are doing so because your company already failed to satisfy them in one or more traditional customer service channels.”
You’ll need to be swift with replies, too. A survey from Lithium Technologies revealed that 72% of people who complain on Twitter expect a reply within the hour. Agitated customers only allow a short window of opportunity for you to make it right.
A remote social media marketer and engager monitoring your social media mentions ensure no unhappy customer slips through the cracks.
Fortunately, it doesn’t take much to appease these customers. A Twitter study by Maritz Research and evolve24 revealed that of people who complain on social, 83% liked it when a company responded in some way. They just want to know they are heard.
We can help you build an offshore team of social media engagers to monitor social media mentions round the clock, and respond with a persona that is aligned with your brand. Visit our website at www.BoltonRemote.com and you’ll have a remote marketing team in no time.
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