Here at CX Social, we work with some of the biggest brands in the world to solve for their social media engagement needs. Being in the business of social media engagement, analysis and listening has helped us to understand that no matter which industry you’re in- there are fundamental principles that you can put in place to in ensure that brand loyalty doesn’t become just another item on your company’s wish list.
Step 1: Organize communication
By organizing all incoming messages, posts, and mentions you can establish automatic workflows to route specific conversations to certain agents. For instance, by tagging mentions, your team will be able to establish the tone and possible solution needed for each response.
Step 2: Drive the sentiment of the conversations
Use every interaction as an opportunity to drive the conversation in a positive direction. Regardless of the tone, use it as a chance to connect with, help and better understand customer needs. When someone reaches out via social media with an inquiry or a complaint, the worst thing you can do is let them go ignored. Instead, you should quickly reply, give accurate information, and take conversations private when needed.
Step 3: Share Positive Feedback
In the land of social media, rewards are a great tool to increase engagement. Rewards don’t have to be in the form of gift cards or swag (even though that’s always nice!). Rewards can come in the form of being responsive, and friendly. When your followers post photos of your company or product, that’s the perfect opportunity to retweet, like or share that photo and give them some recognition. This will likely inspire other followers to engage with your brand on social.
Are you leveraging all three principles we talked about? Where do you think you could improve? If you want to see how you stack up against the competition, take our CX Social Grader. In just a few seconds, you’ll have a social media engagement assessment where you’ll know exactly what you can improve upon.