This week has been particularly interesting in the world of social media. As many of us know, this week saw Qantas’ social media tactic fail. The negative outcome that Qantas is now dealing with can be viewed as a cautionary tale to other businesses that want to use social media.
Although some companies embrace social media to the fullest, others can be quite fearful of stimulating open conversation online. Business 2 Community has provided some tips on how to successfully and positively manage your businesses reputation online.
Enable listening
Social media can play a role in listening to a company’s current and potential customers. Customer service is an important part of any business and with social media companies are able to view first-hand messages and feedback from their customers.
By creating conversation around issues that customers are facing and by talking openly with customers, your company can be perceived as helpful and being in-tune with customer needs.
Implement an advocate program
With companies using a variety of social media platforms, businesses tend to manage a multiple of networks. Unless there is a large team within your business that focuses on social media it can be difficult to maintain a positive reputation online.
Including external advocates to help encourage positive comments on social media can be invaluable. External advocates contribute to the legitimacy of the company and offer third-party feedback which appeals to customers.
Create a community atmosphere
Online communities are a great way of building your company as a brand that it is approachable and understanding. By creating a community like atmosphere on various social media networks, customers will feel important and valid.
You can do this by asking questions which can help generate positive conversation. It can also be of value to your company to contribute to various community sites that are industry specific to your business. Supporting community conversations is a great way to offer help and position your company as a great source of information and helpful insight.
Social media is an open conversation that allows companies to reach a wider audience. By identifying what customers want to hear about and how your business can help them, you will be able to correctly tailor your message and position your company as a helpful source of information that cares about its customers.
Read the full article here.
Sydney Public Relations Agency, CP Communications provides specialist media, traditional and online PR strategies that get amazing results. Contact us today. For more great tips visit our website www.cpcommunications.com.au.
