Achieving success for your brand on social media does not require an intervention by the Deities, a bigger flute than the Pied Piper, or more luck than a Powerball winner. The so called secrets of social media aren’t secrets at all but very simple, straightforward strategies which are essentially common sense to anyone who has even the barest inkling of what maintaining a brand presence on social media is all about… or being in business at all.
The slings & arrows of outrageous decimation
Listen & acknowledge, don’t just pay lip service
Humility is a primary factor in the maintenance of any social media brand presence. As soon as you start tossing around hype about how great you are and how your brand squashes any competition, you’re well on the way to losing the followers you have worked so hard to obtain. It is imperative that your brand also be ultimately and fully approachable in every sense. The customer must understand that you care about their experience with your brand and are ready and willing at any time to do everything necessary to ensure that if something has gone wrong you’ll fix it. An extension to this basic concept is that you need to take the customer’s input seriously. If they have a suggestion to improve your offerings at any level between the provision of customer service right down to the actual final product itself, you need to actually listen and truly and honestly acknowledge, not just pay lip service. The signal to noise ratio in your social media offerings needs to be extremely high in signal and low in noise, so ensure that every post and tweet carries an inherent value and relevance specifically designed to engage your customer.
Turning the other cheek is a social media brand prerequisite
The pressures of conducting business in the second decade of the millennium are certainly severe and you might feel that you might be justified in using your social media platform to respond to a customer or competitor with a vehemence that they “deserve.” However, you would always be wrong. Turning the other cheek is a prerequisite to maintaining a social media presence for your brand. Maintaining trust with your online customers involves providing authoritative and useful information about matters that interest them. Those topics do not include replying in kind to an expletive flinger, badmouthing your competitors, off color commenting on issues that have nothing to do with your brand such as politics or unrelated current events, or just flying off the handle to let off some steam about something or another.No matter what is tossed at you in the social networking sphere, the only way to maintain your brand’s reputation is to equally maintain your head. Therefore, if Rudyard Kipling had lived in our age, he might have written:
If you can keep your head when all about you
Are losing theirs and blaming it on you
You’ll be a quality social media marketer.
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