Copywriting, 15 Ways Social Media Can Change What Customers Are Saying About Your Brand
Too often companies are absent from these important conversations. Meanwhile their customers, frustrated at unsatisfactory customer service (and, at the same time on the receiving end of ever-more sophisticated ad campaigns) are taking their grievances to the web and using Social Media to share them with peers, and customers, both current and potential. This should be very worrying for companies who are losing formerly loyal customers often because of poor customer service.
How can Marketers use Social Media Marketing to join the conversations that are going on about them and effectively turn negatives into positives? Read on.
As a marketer, Social Media gives you unprecedented access to what people are saying about you.
You can use this information to improve services - especially customer service - and generate positive buzz.
You can craft messages that speak directly and personally to a customer's needs.
You can create engaging content using Social Media copywriting rules.
You can ask your customers directly for their feedback.
You can (eventually) develop brand advocates.
And in most cases all this will take is for marketers to listen more, talk less and be willing to engage with their customers using Social Media networks and tools.
Here are 15 ideas for using Social Media to engage customers. Using one or more of these suggestions you could potentially turn a negative situation to your marketing advantage.
Set up an internal forum, or blog to discuss and act on the issues your customers are discussing. Encourage internal staff to contribute ideas.
Set up an external blog or forum where people can connect with you and discuss issues related to your service. Establish posting guidelines, but be approachable and open. Let customers know you are listening to them.
Assign someone in your organization to be the designated responder. This person should be a Social Media user, personable and sociable - not someone who gets defensive about your brand.
Commit to act on what people are saying...if something isn't working the company must find a way to get it fixed. If frontline people need to be empowered, empower them. Be prepared to own the outcomes.
Read all comments, blog posts, forum posts and any related commentary that people post - wherever they post it.
Listen. And then listen some more.
Raise some topics yourself. Have you improved something since a customer raised it? Blog about it, make it a "good news" story. Track your progress, ask for comment.
Before responding, make sure you understand all the issues. Simply jumping in - it will just come across as defensive.
Make your responses friendly, human and personal. Think personal email, person to person when crafting your messages.
Don't quote corporate policy, mission or vision statements. They mean nothing when your customer can't get hold of a live person on the phone to solve their problem.
Step back and take note of reactions to your responses.
It may not be appropriate to resolve some individual concerns on your blog. Provide relevant contact details and email on your blog and in your posts - and ensure these queries are promptly followed up.
Thank your customers for their input and encourage their feedback on making further improvements. Offer an incentive if necessary. Be creative.
Share the outcomes on your blog - this demonstrates your responsiveness and furthers engagement. But don't expect overwhelming praise.
Rinse and repeat.
Companies who embrace Social Media Marketing have an opportunity to enhance their relationships with customers, rebuild trust and positively impact their brand where it matters.
Nicky M. Jameson is a results-oriented B2B and Social Media Copywriting Expert who helps mid-sized and entrepreneurial technology companies stay profitable, competitive and successful. She's the author of the ground-breaking report The 19 "New" Rules of Social Media Copywriting. Get yourself a free copy of this special report at www.copywritingstudio.com/special-report.html. You can also contact and find out more about Nicky at www.copywritingstudio.com
Related Tags: marketing, brand, social media, social media marketing, web 20, customer serrvice
Your Article Search Directory : Find in Articles
Recent articles in this category:
- Writing The Best Ad Copy Possible For Newspapers
Learning how to write ads for Newspapers is a very important skill a small business owner should mas
- Top Suggestions To Become A Far Better Proofreader
Proofreading is a process which involves rectifying several spelling and other grammatical mistakes
- Greatest Training Strategies
When you have ever been to a health care provider, the first thing they do is convince you to do low
- What Everybody Ought To Know About Publishing
Imagine picking up your daily newspaper and fiding blank pages. Or turning on the 6 p.m. news to be
- Get Your Creative Juices Going
Writing an article doesn't just mean putting down thoughts into words then typing and writing it. A
- Article Review Test- Facing And Passing The Article Review Process Easily
Article review test is an important step that any new writer has to take in order to write for an ar
- Adopting Good Writing Tactics For High Search Engine Rankings
Search engine optimization of the site is responsible for improving the accessibility of the site on
- How Big Should Your Headline Be?
I've recently seen this demonstrated in a split test I put together on the entry page of my web site
- Crafts Articles - How to bag maintenance
cheap chanel purses can not help but have a subtle cortical surface wounds, hand temperature and m
- Classified Advertising: Follow The Aida Formula For Success
Writing classified ads really is easier than you think. All you have to do is follow a simple formul
Most viewed articles in this category:
- Sales Letter Writing
When writing a sales letter, it is important to have a good attitude in order to sell your product o
- Why Copywriting Doesn't Work
Once upon a time I had an ad critiqued by one of the world's few copywriting geniuses.Not a freelanc
- Secret to Writing Killer Copy
The point of contact is any place where your potential client has the opportunity to see your market
- Increase the Power of Your Sales Letter in 2007
Writing a good sales letter can be frustrating. Looking around at some examples you find that most
- 3 Keys To Effective Sales Letters
Today I want to talk a little bit about sales letters. You've probably read tons of sales letters d
- Newsletters: 4 Mistakes People Make
68% of customers stop doing business because of perceived indifference through lack of communication
- How To Write Killer Sales Letters That Will Help Flood Your Inbox With Cash
A powerful, well-constructed sales letter is undoubtedly one of the most lethal tools in an internet
- How To Write Advice Marketers Must Have
How to write sales copy advice is easy to find in the marketing world. All marketers know they must
- Seven Webcopy Essentials To Boost Sales In 2007: How To Engage Online Visitors
Relevant webcopy is the key to engaging your website's visitors and converting more sales in 2007.Fo
- Discover the Winning Ad Headline That Skyrockets Traffic, Sales, Profits & Subscription Rates
You may have heard that a good headline is what you need at the top of your sales page to get your v