For lots of people, social media seems like a minefield. Tack on the fact that it’s matured into a very viable place to engage customers and promote products…and you’ve got a terrifying place that many companies would rather ignore.
Ignoring social media is the equivalent of opening a business without telling anyone.
But all the warnings in the world are not going to motivate people to take action if they still have a lot of fear.
I’d like to alleviate some of that fear today.
Avoiding social media pitfalls has become a big business. It’s difficult to know where to turn for the best advice.
For over eight years now, I’ve been singing the “social media song” and, alas, the needle hasn’t moved much, especially for auto retail.
You know what? That’s okay. It’s perfectly fine to venture out into social media at your own pace. What I don’t want you to do is venture out and step on a rake.
Whether you’re new to social media or you’ve been using it for some time, these five components will help you leverage all you can from each platform.
At Kruse Control, we advocate implementing an up-to-date policy for employee use of social media.
The line between companies and their employees on social media is steadily blurring. Organizations today need a social media policy that at once helps keep the brand’s reputation intact while also encourages employee participation online.
A social media policy outlines how an organization and its employees should conduct themselves online. This document helps to safeguard your brand’s reputation while also encouraging employees to responsibly share the company’s message.
Ideally, you’ll want to consult with the following stakeholders when creating a social media policy for your company:
Because social media moves fast, this policy should be considered a living document—ongoing updates will be necessary.
Content is the atomic particle in all digital marketing.
Social media strategy defines how an individual or company will use social media to achieve its business goals, including the supporting platforms and tools it will use to achieve this.
At a basic level, it’s a statement of intent, outlining the goals and measurable objectives for using social media, and the target outcomes you want to achieve.
When defining what it takes to achieve social media success, we need to talk about strategy first. I was inspired to include this component because I receive questions like these from good people, many of whom are struggling to find answers:
I’ve had a run of these emails lately and frankly, my heart aches for these good people because they’re lost. It’s easy to get lost these days because the social media landscape is no longer a field of flowers sparsely populated.
Today, social media is a dense, crowded, noisy, smoggy urban jungle.
Whether your social media marketing is in-house or outsourced, it’s often difficult to see where the gaps are between your current successes and where you need to be. Your inbox is full of tips, tools and hacks to “improve” results and it’s exhausting. The best way to remove the guesswork is with a social media audit.
A social media audit is a smart step because time and resources are often wasted trying to improve things that don’t need improving, while neglecting the things that really need attention.
Word of mouth referrals have always been my go-to source for finding trusted sellers and online ratings sites are where most people turn today.
People increasingly turn to social media to engage with brands. Social has matured as a communication channel and people have blended it into their lives. They expect brands to do the same.
While many companies now use social media regularly, very few take social customer service seriously.
Currently, 92.5% of brands fail to meet customer expectations on social media and these failures can have big implications.
Quality customer service – regardless of channel – relies on a meaningful, efficient, solution-focused exchange between companies and their customers. The growing preference for social media as a communication channel requires your organization to re-think its customer service strategy.
Good social customer service strategy keeps your brand in the conversation and doesn’t allow malcontents and competitors to speak for you.