Understanding Your Audience: Connecting 101

If your business is new to social media then you need to understand one thing, valued communication.  That “salesy” talk is a huge turn-off and you’re more likely to lose customers if you’re all about the sales pitch. Connecting to your customer and having true meaningful conversation is what’s most important.  It’s all about the human interaction, whether it’s online or offline, you have to treat it all the same.  Social Media is the new customer service portal.

A few ideas on interaction:

Dealing with negative feedback.
So how do you deal with a negative post? Don’t delete it,  respond to it when appropriate and actively solve the situation.  If you received a customer call complaint you wouldn’t just hang up on them, you’d try to come up with a solution.  The plus side to coming to a solution online, all your customers will get to witness how human the experience really is. But sometimes you’ll get that one customer who just wants to rant and rave about your brand, in those cases it’s better left alone.

Canning the sales pitch.
It’s obvious, you’re a business and your goal is to wrangle in those new customers and keep the current one’s happy, but if all you’re doing is trying to sell yourself, well most likely you’re going to loose a few. Give valuable information long with your product that your customers can exercise.  Give them a “Did you know…” or “How to” idea for uses of a product, then link  to your website for more information.

Join in the conversation.
Respond but don’t over do it.  You don’t want to share and re-tweet every post that mention’s you, but liking and favoriting a message or responding with a simple “thanks” is all you need.  Giving your audience that human connection is your goal.

Finally, the most important thing to do is make sure you’ve got a complete plan of action.  Be true to your brand and be true to your audience.  Social Media has become a huge part of marketing, the sooner you understand how to utilize it the better.  Give them something to talk about and be the brand you want to be. If you’re struggling with understanding how to create the perfect social media campaign or just don’t have the time to add it to your day give us a shout and we will be happy to give you a free consultation.

 

Liz Smith
Marketing Consultant

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