Remember this: If a customer shares a bad experience with your company online, it’s likely they simply wanted to vent. Here’s a great example of how Slack, a widely used team communication tool, responded to some feedback from a customer.Īcknowledging that a customer has given you feedback or service requests and assuring them you’ll let the correct team know, or that you’ll be sure to work on this, is a great way to respond.
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After all, your audience cares enough to offer free advice for improvement in your business, product or service, be diligent and courteous enough to respond. This is incredibly important for you to find and listen to. Sometimes customers will reach out simply to provide feedback, whether it’s a, “Hey, I really loved this,” or they have an idea that could help your business to improve. It doesn’t have to be anything special – just a “Thanks for sharing!” along with a personalized comment is enough. Taking the time out to acknowledge the people who have shared your product is a great way to build brand loyalty. You can see in the sidebar that Day Designer’s Instagram account both liked and commented on this customer’s photo of her planner. Take this example from Day Designer on Instagram. People love to share their experiences on social media, and when tagged brands interact with them online, it makes that customer feel acknowledged and appreciated. You’ll often see customers share photos of your product, food, establishment, etc., whatever you have that’s photogenic.
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It’s important to know how to respond to each of these different types of social media mentions. There are many reasons people may be mentioning your brand – and they might not even be customers. You’ll have an opportunity to interact with people who are already aware of and interested in your brand. How to respond to your social mentionsĮach time you find a mention of your business on social media, you should make an effort to respond to it. Whether you like it or not, people are talking about your business online, and you want to be sure you’re on top of those conversations so that you can respond and further engage your audience. On the other hand, if their feedback is negative, and you’re not tracking these mentions to find and resolve the problems, it could result in a poor reputation amongst that customers’ circle. If their feedback is positive, this could lead to new customers and more revenue generated. To put it simply, when people talk about your brand, they’re spreading the word that it exists.
Tracking all of your social mentions, not just the ones directly tagging your business online, and responding to them accordingly helps to build brand trust and loyalty with your audience. This is why it’s so essential to put a plan in place for how to handle these. There are tons of conversations about your brand on social media that you aren’t receiving notifications for. It’s important to remember this doesn’t only include the mentions that tag your business. Social mentions include any mention of your business on social media. Let’s talk a little bit more about what this means. And having a plan in place on how to handle these social mentions is essential. Ensuring that your audience is talking about your brand online, responding to your content and interacting with your community is key to a successful social media strategy.Īll of this buzz surrounding your brand online is called social mentions. Getting your audience to engage with you on social media is just as important, if not more important, as your messaging and promotional strategies within your content. When creating a social media strategy for your brand, there are two things you want to focus on – how you’re talking to your customers, and how you’re getting them to respond.
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