If a visitor tweets at your handle or posts on your Facebook page and never receives a response, trust is lost. Due to your lack of communication, the dissatisfied potential lead is now turning to your competitors to seek answers to their questions. On the other hand, when you deliver a thoughtful response in a timely manner that visitor is flattered and intrigued by your brand. It’s humanizing to take the time respond to a personal inquiry, and it builds your authority.
Negative feedback needs to be addressed as well, preferably with patience and respect. But think of your social channels as an opportunity to display how awesome you treat your customers.
Take these four steps to boost the happiness of your followers:
- Assign a first responder to post and monitor each channel your brand has a profile on.
- Create a troubleshooting library of common bugs or complaints that arise, and how to handle these issues. This will ensure the issue is addressed properly and in a timely manner. (NOTE: If the issue needs further investigation or requires confidential information, have the user email support, send a private message, or call your help line.)
- Be creative – use giveaways, personality, and a sense of humor to engage followers and convert them into free brand promoters.
- DO NOT IGNORE any comment posted to your account on social, whether stellar or critical. No need to create brand detractors!