It used to be that all it took to make a new friend was a few hours in the sandbox and a shared peanut butter and jelly sandwich. Flash forward a few decades and things have gotten more complicated--and only half of the problem is having become a full-fledged grown up. We play out increasingly larger chunks of our social interactions online. In fact, some relationships take place entirely on social networks. Tangled in with electronic missives from friends and family are attempts by brands to build ongoing relationships with their customers. So how does your business figure out how to keep and entertain friends once you’ve made them? Here are eight tips.
Leave the Selfie to Somebody Els(i)e
Instead of sharing your own selfies, create a campaign to encourage fans to share theirs, like this inspired “undead yourself” campaign aimed at Walking Dead fans.
Create Interactive Content
Quizzes, polls, and open-ended questions are few ways of easily creating interactive content. Try it yourself: craft your own quiz (from Interact) and share it on social.
Don’t Respond Badly to Criticism
Don’t create your own public relations crisis by responding poorly to negative comments. Even big companies like Nestle forget this and end up mired in bad publicity.
Don’t Be Annoying
It’s important to know how much and how often people want to hear from you. During busy times (like the holiday season), be aware of how many people unfollow you. It might be because you’re posting too much.
Show Them You’re Listening
If 90% of your followership is telling you they want longer hours at your store, show them you’re listening by pushing closing time back just a bit. Responding to comments is good form, but integrating feedback is even better.
Post Original Content
Your fans and friends are following you for your unique point of view. Leveraging the power of memes and viral content can be good in small doses, but generating your own material is the best way to personalize your brand.
Give Them Breaking News
Make your followers feel like they’re part of an exclusive club. Break news about special deals, new store locations or a brand new product to them first so they feel like VIPs.
Showcase Fan Content
Invite your friends and fans to show you how they interact with your brand every day. Check out this campaign from the North Face, where loyal fans were encouraged to share their love for outdoor exploration through pictures.
How do you keep your online friendships strong? Share your strategies for building strong relationships with followers in the comment section below.
Are you still holding back when it comes to taking on one of the biggest social media trends? If your Facebook updates only contain text, you’ve never Tweeted an image and you’ve sworn off networks like Tumblr, your social strategy is already at risk of becoming stale. Visual media has been on the rise for a while now, and the notion that visual information drives engagement is a tried and true one. Putting videos aside for just a moment, image-driven content is a way to get your online communities buzzing about you. The best thing about it is that it’s easier than it looks! Here are some suggestions for getting visual with your content that won’t break the bank or eat up too much of your time:
Crowdsource Visual Content with Photo Contests
Looking for an easy way to showcase your fans and share more visual content? Running a simple photo contest lets you kill two birds with one stone. Ask fans to participate with a prompt that encourages them to get creative. If you run a pizza parlor, you could ask them to show you the wackiest place they’ve enjoyed a slice. If you’re promoting a hair salon, ask them to show you why they desperately need a makeover. You can track submissions by asking users to submit images with a specific hashtag. Then, pick a weekly or monthly winner for a giveaway (that could include something as easy as a gift card or something more involved like a yearlong membership depending on how generous you're feeling).
You’re an expert on your industry. After years of shaping your business and getting it off the ground, you have so much information to share. Blogging is one great way to get your message out there, inspire your peers and assert your place as an authority in your field. But if you’re looking for a visual way to condense and present your wisdom, infographics are the way to go. Shape larger narratives into a flow chart or visualize big data into digestible portions by creating an infographic that highlights the major themes of what you’re trying to communicate. If you’re put off by the idea of taking on a major design project, don’t worry. There are online programs that’ll help create something great without having to invest tons of money or time with overly complicated design tools.
Take Pictures at a Live Event, Then Get Social With Them
If you’re planning a big in-store event, product launch or just a great party, make sure you have a camera at the ready. You can set up a photo area (think prom night photo ops with a fun backdrop--cheesy poses are optional) where you can play paparazzo and snap away at your guests. You might even have them hold up a placard that features your Facebook or Twitter handles. That way, when you create photo albums of the event and share them on your social networks, your brand’s contact information will be heavily featured. You could even set up a laptop or tablet so that you can immediately upload photos and encourage users to tag themselves right then and there.
Respond with GIFsand Emoji
Here’s something reserved for the super savvy: responding to your fans with visuals instead of text. It’s not always appropriate, so tread lightly when it comes to communicating with GIFs or emoji. If your brand is playful, young and a bit irreverent, it doesn’t hurt to embrace what’s become part of the Internet’s visual shorthand. One casual scroll through a site like Buzzfeed is all it takes to see that there is huge storytelling potential when it comes to using GIFs. Don’t forget, every GIF has a story, so it’s important to understand the context and origin of every meme you perpetuate. You wouldn’t want to use a doge GIF when a grumpy cat is really what the situation calls for, right?
Retweet and Repost Images
Customers may already be doing some of the heavy lifting for you, taking pictures of themselves enjoying a product of yours, visiting one of your stores or creating fan art inspired by your brand. Retweeting and re-posting positive comments about you is great form when it comes to staying engaged on social networks, and resharing images is even better because it puts user-submitted content front and center.
If you’ve been hesitant to jump into a visually driven platform like Tumblr, Pinterest or Instagram for fear that you don’t have enough material to share, think about rolling up all of the suggestions above into one pool of visual content. The longer you spend on developing your visual storytelling, the more you’ll get a sense of the kind of narrative you’re trying to build. Once you get the ball rolling, you can curate and edit by stepping back and gauging what your followers are hungry for.
How do you try to add a visual dimension to your content? Do you shape your social strategy around image-driven material, or are there times when you rely solely on text? Share your comments, thoughts and suggestions in the comments below.
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.
Running a small-to-medium-sized business (whether it’s on your own or with a few other partners) means facing many uphill challenges on a daily basis, not the least of which is deciding where to spend your money. When it comes to an overall marketing plan, it can sometimes feel like you can’t get anywhere without some major moolah. But don’t forget that a little ingenuity can go a long way, even if you’re strapped for cash. Here's a little holiday gift just for you: some exciting free (or cheap!) tools to help you get organized, boost your social strategy and enhance your marketing approach without breaking the bank.
When it comes to brainstorming, building big picture of tasks that need to get done and breaking down goals into smaller jobs, nothing beats a good old-fashioned to-do list. The creators of WorkFlowy have created an online tool that takes to-do lists to the next logical level by making them "zoomable." You can zoom all the way out to get a comprehensive look of everything that’s on your list, or focus in to get down to nitty gritty details.
Photo editing programs like Photoshop are great, but they’re expensive and require a huge investment in time to master. Creating original visual content for your newsfeed is important though, so being able to quickly throw some text on an image or create a collage can come in handy. Pixlr lets you do that and more from the comfort of your browser window. Looking for an alternative? PicMonkey is another great choice.
If you’re still sending important documents and images through email as attachments, do yourself a favor and start using Dropbox. We’ve all had an instance of digging back from old messages to rescue a misplaced attachment only to find that it’s almost impossible to locate again. Dropbox takes the guesswork out of finding important marketing materials like images. It also allows for quick and easy sharing across hard drives and cloud storage. Looking for other ways to share important information through cloud storage? Get on Google Drive
So you’re carefully keeping track of important analytics on platforms like Facebook and Twitter. That’s great! But what about Instagram, a growing visual and social platform that young people are flocking to? If Instagram is already an important part of your social strategy, make sure that you’re using a program like Statigram to capture relevant analytics about your followership.
Looking to take a pulse of the web? Upworthy is a great site for checking out emerging trends and viral videos. While it’s not a golden goose for producing your own viral content, it can lead the way towards discovering which way conversations on the web are shifting. Check it out regularly for inspiration.What free (or cheap) online tools are up your sleeve? Which tools have you ditched in the last year in favor of new ones? Share your ideas in the comments below.