Customers, talking about you on social media is what you want, and the way you respond makes all the difference to the reader.
Here is what I think is really true:
Start with interesting and informative posts. If edgy will help, then by all means, be edgy.A few days ago, researching the pretzel business, and gaining five pounds in the process, I stumbled across the Twitter TWTR -5.24% feed of the fascinating Painted Pretzel Company. (Mark Cuban bought 25% of it for $100,000 on Shark Tank a while back.)@PaintedPretzel doesn’t do tons of tweeting yet, because they’ve been busy doubling and tripling their corporate gift business, but what they do tweet is full of passion and excitement
Boring statements about your company just won’t be read, so why bother?
Last week I read in the @NYPost that Weak sales sink Macy’s. They attribute the shortfall to cash-strapped shoppers still on the hunt for bargains. I went up to Twitter to check out @macys tweets. They were bland, and their big challenge I think is that they have one Twitter account to promote sales and the same one answers customer service issues. Maybe they should have two accounts.
If your account is about customer service, don’t deflect the customer’s issue, or “say you’ll refer it to the proper personnel.” Demonstrate great customer service on the spot!
When I needed some help for my friend Mike in finding a new car, I tweeted@ScottMonty @Ford. He recommended that we test drive an Edge. Mike did and still wanted an Explorer. @ScottMonty said there were plenty of them in our area, and even directed us to a huge dealership that had them on their lot. Great Customer Service.
People know when you’re giving them the old “rat-a-tat-tat” and won’t really help you at all (like my recent hassles with @comcastcares).
If you show them you’re better…your brand will be liked, even loved, over time.
Social Sharing, reviews and testimonials make me want to buy anything.
When I saw some friends on Facebook eating at a local restaurant and singing its praises, I immediately put it on my list to try soon.
When someone on Twitter was talking about how easy Roku is to use, and find great movies, I got one.
If someone recommends a website they think is great, I go there. The same company could put millions of dollars into ads, commercials PPC, and yet the words of a real friend or stranger means more to us in many ways…because we know they’re not getting paid to say them.
Be fun, and offer interesting ideas on your blog.
When we created a website for a New York City Dry Cleaner, we created some interesting talking clothes, and some fun awards, and incorporated a New York City blog. I think that what really attracted people to the site, and the blog was the fun headline “When all of New York City is your Catwalk” and we had the models walking in silhouette in front of many landmarks in New York City.
The Blog was human-sounding and we encouraged people to tell us about their experiences at The Met, and a Great Sample Sale….and so on. Words directly from people’s mouths.
I guess I know there are all kinds of opportunities online, and in social media. So I disagree with those businesses (like Macy’s) that say sales are down because of cash-strapped shopper on the hunt for bargains.
Maybe they could get my attention and appeal to me more…by having a great social media personality! Please try it yourself and let me know how it works for you.