Large businesses with an expansive budget may have the upper hand when it comes to content marketing online. But with social media, small and mid-sized companies are able to play on a much more level field with the big boys. It provides a means of getting their brand out there and connecting with customers when it matters. Unfortunately, most smaller businesses aren't using this to their advantage. Are you?
Did you know that in a recent survey, it was found that 60% of people actually expect you to answer them when they comment to or about you on social media? Social sites are quickly becoming the means in which customers prefer to interact with you. Think of social media marketing as conversational marketing.
Two mistakes you may be making on social media
Mistake number one? Not being conversational. Simply having a presence on social sites isn't enough. Customers and potential customers want to have a two-way street. They view your presence on their favorite social site as a gateway to personal communication with you.
Mistake number two is being defensive. If someone makes a complaint or suggestion openly on social media, be kind and reply. A lot of businesses either:
Aren't aware, because they aren't monitoring social media and aren't active
Ignore problem situations like this
Get defensive and lash out
Don't make those mistakes. Instead, reply to them. Be open about the problem. Listen to what the actual problem is and offer a solution. More than 80% of customers say they've commented to a business on social media and never received any sort of response.
Don't you think that you'll better be able to retain current customers or grab new customers if you're responsive, conversational and offer content they enjoy? If you run a structured settlement company and someone asks about selling in their state, find the information for them and send it in a reply.
Social media is not just about telling everyone about your brand new product or the special you're running. No one wants to constantly be sold to and marketed to, especially if they don't get any response from you.
Consumers today are too plugged into social media for you to ignore it. Every business, no matter how big or small, needs to have sort of social media strategy. Listen to what they're saying and talking about, respond and communicate with them and offer helpful content (not just promotions).