From the course: Introduction to Social Media Strategy
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Interaction with customers
From the course: Introduction to Social Media Strategy
Interaction with customers
- Participating in social media means building a meaningful relationship with your customers. It also means you'll put yourself in a more vulnerable position as you'll lose some control over the conversation. So, how do you keep the upper hand in positive and negative conversations? In this video, I'll walk you through my seven rules that will help you feel confident in your interactions. First, don't shy away from the conversation, respond within 24 hours and ideally faster. Actually, Lithium Technologies found in their research that 72% of people who complain to a brand on Twitter, expect an answer within the hour. So make sure you're monitoring all your social media accounts constantly, and follow all hashtags that are relevant to your industry. You can use a tool like Hootsuite or Sprout Social to help you with that if you have multiple social media accounts. Be human, don't go for canned or automated responses.…
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