At the core of every endeavor is a mission statement, and that mission statement is built on values. What does your company value? What got you started on the crazy adventure of running a business, organization or campaign? The answer to those questions shapes everything you do on a daily basis and can naturally tie into your social strategy too.
One of the signs that you’re not spending enough time on your strategy is a lack of cohesion in “voice.” What does that mean? Content is all over the place and copy sounds like it comes from a multitude of authors instead of a single, confident source. If this scatter-brained approach sounds a bit like you, it’s time to revisit your values and build your approach to social media from there.
How can the mission of your business or organization naturally dovetail with your digital marketing efforts? Here are some examples.
Looking to peel back the curtain and let folks see what’s going on behind the scenes? Social media provides access and dispels secrecy. You can have open and ongoing conversations about changes in staff that might make your followers nervous or a move to a new location that could have some fans bummed out. If part of your mission is to be open and accessible, sharing news and information about yourself is a natural extension of that directive.
Is part of your mission to deliver the best customer service experience possible? Social media has become a go-to destination for fans with customer service questions. A robust approach to monitoring and handling requests in a timely way is a vital part of a sound social strategy. That means making sure you have enough dedicated staff hours to keeping an eye on all of your social platforms and being ready to deal with things like undelivered packages or misplaced orders.
Maybe you’re networking to organize around a social cause, or maybe you just want a way to stay in touch with the many people who visit your store every day. Social networks allow an unprecedented level of connection. If part of your mission is to break out of your silo and engage like minded individuals, businesses or organizations around you, working on social media is a dynamic tool to help you live out that goal.
Those are three big directives that can start to shape the framework of how you approach social media, but don’t forget that the values you practice in person everyday should also be reflected in the way you work on social media. Do you have an office culture built around expressing gratitude towards your co-workers? You can extend that into your social strategy by thanking customers and followers too. If part of your organization’s ethical philosophy involves protecting the privacy of your staff members, that could mean staying far away from content that shines a bright light on employees. If, above all, you value stirring the pot, taking shots at authority figures or subverting the normal order of things, your social strategy should be a direct reflection of that irreverent spirit.So which comes first--the chicken or the egg? Without a strong sense of your values and mission, it’s hard to build a social strategy that accomplishes your goals. If your social strategy is ailing, it might be a sign that you’re not sure exactly what it is you’re trying to communicate to the rest of the world in any medium. Take on the task of defining your values and a social strategy that feels more authentic to you and your followers is sure to follow.
Hell hath no fury like a loyal customer scorned, especially when that customer is armed with social media tools and ready to broadcast their rage to the rest of their network with just one click. Wading into a landscape where customers and brands are interacting at an unprecedented level can seem like walking through a landmine at times. One wrong move, and...kaboom!
So how do you avoid turning a legion of followers into a firing squad? Well, crossing your fingers and hoping that you never upset your customers is a nice wish, but it’s unlikely to happen. Here are a few tips for avoiding confrontations with customers online.
Be transparent and honest
If something goes wrong, apologize. Most customers are reasonable people, and they’ll appreciate the fact that you owned up to a mistake. Honestly explaining what went wrong will go a long way in mending your relationship.
Destroy Your Doppelgangers
Staying away from social media? You may think you’re sidestepping the issue of dealing with customers entirely, but that doesn’t mean someone else isn’t doing it for you! By staying off of social media, you might be creating a vacuum that lets a copycat impersonate you. Who knows what they could be saying on your behalf. Get online and root out your doppelgangers by becoming the official voice for your own business.
Don’t Go After Customers
Don’t get engaged in petty squabbles on social media and don’t continue to badger customers after you’ve resolved an issue. Don't take the bait either. Customers might try to lure you into a fight, but take the higher ground.
Avoid Polarizing Topics
Think of social media like the Thanksgiving table. Do you really want to bring up volatile issues like politics and religion? If your business (or non-profit organization) is built around taking a decisive stance on some issue, then you should always make your point of view loud and clear. But make sure you’re always promoting respectful dialogue. You’re more likely to win hearts and minds and lose less followers.
Social media is a real time medium. The rules of engagement for social media demand a quick response from you. If you’re not monitoring closely, you might easily miss the fact that someone is loudly complaining about you. Several people may actively be calling you out and soon enough you’ll have a full blown PR issue on your hands.
Resolve Things Privately
You don’t have to drag out your dirty laundry in front of everyone. Make use of private messaging features that you can find on most social media platforms. If someone brings up an issue that’s better resolved between the two of you, kindly ask them to direct message you, or take the lead and message them first.
Dealing with a particularly angry person can always leave a bad taste in your mouth. Sometimes, they come on so aggressively that it’s hard not to snap back. Take a deep breath, relax and listen. What they’re saying about you might hurt at first, but with some time and a truly open mind, you might discover that a complaint sets the stage for important changes you need to make.
Have you dealt with the mighty wrath of an enraged customer before? Have they put you on blast to all of their friends? Sometimes it helps to think about that customer coming into your store and dealing with you in person. What would you say to them? What would you offer to make it up to them? Share your approach to disgruntled customers in the comments section below and include some ways that you can translate that to the world of social media.