5 Rules to Follow When Responding to Social-Media Mentions as a Business

Social-media mentions provide a unique marketing opportunity to businesses. They enable companies to market themselves through direct customer outreach. Before social media existed, focus groups were the only reliable way to gauge consumer sentiment. Today, it’s possible to analyze feedback simply by exploring mentions. Moreover, responding to mentions strategically can grow a brand.

Mentions are a Chance to Mold Reputation:

Digital Marketing Manager Chloe West explains that, “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. This is incredibly important for you to find and listen to. After all, if your audience cares enough to offer free advice for improvement in your product/service, be diligent and courteous enough to respond.” Here are a few quick tips on the appropriate way to engage with social-media mentions:

1.    Express Gratitude for Praise:

Getting compliments from customers is a rare feat. Especially when you consider that markets are saturated with competition. Being gracious when receiving compliments conveys that a company is down-to-earth.

2.    Use Criticism Constructively:

Not everything that gets said in mentions is polite. When customers have complaints or criticisms, use their grievances as a reference for improvement.

3.    Avoid Aggressiveness or Confrontation:

The Internet can be a very contentious place, especially within the realm of social media. If the conversation surrounding mentions is ever-controversial, steer clear of mud-slinging.

4.    Respond in a Timely Way:

All of the interaction on social media happens in real-time. As such, being an active user is only possible with prompt engagement. This applies to users who also happen to be businesses/brands.

5.    Direct Users to a Phone Line if a Response is Complicated:

Mentions might be straightforward, but they aren’t always necessarily the best way to address pending issues. In order to guarantee that customer needs are fully met, social-media mentions can be used to channel inquiries towards service agents.

Conclusion:

The biggest thing to remember when responding to mentions is that diplomacy is paramount. Any and every response has the potential to go viral. So the more companies choose their words wisely, the more they can protect themselves from scandals and embarrassment. If you like what you just read from our blog, you’ll love the various informative courses, workshops, and events listed on our websites and social media. Whether you’re interested in personal development, health and wellness, bettering your relationships, or the overall improvement of your business, give us a call at 1 (800) 913-0222 to find out how Richard Martinez can help you break past your daily struggles and start soaring in success.