Social media has become a staple of many people’s lives. They use it to gather news both locally and globally as well as to keep up with their friends. Because of this ease of communication, it’s easy for them to see what others are saying about particular brands or companies. Sometimes those conversations can be useful, whereas, at other times, they may shed a poor light on the brand. A company could risk losing face or potential customers in this climate if they don’t utilize social media to their best interests. This article will discuss how you, as a marketer or business leader, can use your Facebook business page, to reply to comments, thank customers for interacting, answer questions, and respond to messages with Messenger so as to better your brand and image.
1. Keep It Casual
One of the best methods of interaction you can utilize is by remaining casual in your interactions. This is your chance to tone down the CEO image that many businesses can represent. By keeping the tone and communication casual with your customers, you can make them feel as though they are a valued friend or family member rather than just another source of profit. By treating them like an individual, they are more likely to feel as though their concerns are being heard, and they’ll see an actionable response. For those businesses where they are faced with having made a mistake, interaction is especially crucial in repairing that brand. You can provide authentic and genuine communication with your customers on a one-on-one basis that is likely going to be seen by many. By utilizing frank talk, you can begin the repair process.
2. Keep Them Included
If you haven’t already, you should definitely make a business page on Facebook where customers can easily access your site and post questions. You can also use this page to promote specific deals or products that your business is selling, or increasing engagement by publishing cool content. By making it exclusive to the Facebook community for a period before the information is widely released to the world, you can make those followers feel special and included. This can breed a sense of close connection with the brand. So, by having your employees offer informative tidbits about specific products that haven’t entirely been released just yet, you can have these customers pump up the excitement by telling their friends who might not necessarily be following the page.
3. Supportive and Sympathetic
Because text can be difficult to decipher, it’s crucial that interactions are using supportive and sympathetic language. This is particularly important when the customer is bringing a problem to your attention. If your company is responsible for what occurred, then it’s important to take ownership of the problem and propose supportive solutions. Regardless of the interaction or reason for contacting you, customers should be able to read what the employee is saying and feel that they are being understood and that their concerns matter.
Let Social Media Work For You
By utilizing the unique communication channels that marketing on Facebook and other social media provide, you can create lasting connections with your customers. Follow some of these suggestions when communicating with your customers, and you’ll be sure to make social media work positively for your business.