What Support Can You Provide Customers in Social Media?

In the Information Age, people have grown accustomed to heading to the Internet when they have problems, questions, or complaints. Successful companies understand the need to build a structure for troubleshooting, communication, and connection with their audience online. Social media marketing is known for being the place customers head when they need more information or they want to file a complaint of some sort. Why social media? Mostly because people are annoyed with long phone waits and cutting through corporate red tape when they have a problem that needs solving. Savvy businesses understand this and they have a plan for being present and responsive online.

Developing Systems for Social Media

Many customers will turn to social media as a way to connect directly with a brand. There are automation capabilities built into many of these social media platforms that allow you to be present for your audience and respond to inquiries, messages, and comments. Have a system or a plan in place to ensure that you are monitoring your social media engagement and being responsive to your budding social media community. This level of customer support and service is essential for successful businesses.

Processes for Troubleshooting and Concerns

As your business develops, are you documenting your policies and procedures for dealing with customer service inquiries, requests, and complaints on social media? You can create a document, with all pertinent information, on how to handle various issues as they arise and make certain that all team members who deal directly with customers have access to the information. This will ensure consistency across your company while keeping on eye on your brand integrity at the same time.

Create an Emergency Plan

Social media marketing is prime for public PR situations and crises so it’s important to be prepared to respond when one arises. It’s also essential to have a plan for power outages, cancellations, or weather-related issues – depending on what impacts your company. Your audience will turn to social media in an emergency situation and if no one is at the helm, posting updates and responding to questions, that may reflect poorly on your brand.

Many small businesses haven’t encountered much in the way of needing to communicate with their audience online but as that audience grows and the business and brand expands, this will change. Having systems and processes in place to deal with this before it is needed is just the type of forward-thinking strategy that keeps a business proactive instead of reactive.

Are you looking for a social media company to train your staff on online marketing strategies and equip them with the tools to maintain engagement, spark interest through Linkedin and other social media platforms, and build a solid foundation company-wide? Contact us to set up a training session for your sales team to improve your online marketing efforts.

Be sure to Follow us and Let’s Engage!

Hollie Clere of The Social Media Advisor is a “#BeAwesome” Developer, Social Media, Brand Builder, Content Manager, Trainer and Author in LinkedInFacebookTwitterBlogGoogle+YouTubePinterestInstagram, and the tools to manage them.

Click here for Social Media TrainingSpeaking and Strategy Consultations.

Celebrate Your Marketing Goals

As a small business owner with an eye on success, you sat down late last year or at the beginning of the year and decided on some goals for your business. A good portion of these were probably marketing goals. Midway through the year is the perfect time to evaluate those goals, make any necessary shifts or changes, and celebrate your wins!

Share Your Successes

Every time you hit a marketing milestone, it’s a big deal! We encourage you to pause, take a moment, and really celebrate that accomplishment. And don’t just pat yourself on the back in the dark, share your success with your audience! They want to honor you and celebrate with you. Your milestones will not only keep you motivated to do more, be better as a business but they can also inspire others who respect and admire the good you are doing in the world. Use your social media channels to share your successes and what they mean for the future of your business and your community.

Share Your Testimonials

Always ask for feedback. After every completed project, sale, or class – reach out and ask for feedback from your customers. Not only will this help you tweak your offerings and make them better, they are a great way to share with the world the impact of what you do. Every time you collect a testimonial – whether it’s via email, Google, Facebook, Yelp, or another platform – you can repurpose that copy by adding it to a testimonial page on your website AND by creating graphics to share on social media. Testimonials are usually evergreen as well, which means you can share them whenever and wherever you like.

Share Your Case Studies

Case studies can be truly impactful for small businesses. One of the hang-ups with getting new customers as a small business is that, typically, your brand isn’t as well-known. Putting together a case study that explores a real-world problem and your approach to solving it gives your audience and potential customers information they can use to determine whether or not you are the solution to their problem. Case studies are also great for exploring the myriad of benefits that come from working with you, your style or individual approach, and gives readers that inside look into how things work behind the scenes. If you haven’t been putting together case studies after the completion of a project or service, this is an excellent way to explore the impact you are making and to share that success with the world.

What accomplishments have you had so far this year? Taking time to jot down our achievements, our completed projects, and our passed milestones helps small business owners take much-needed time for both to acknowledge our successes, express gratitude, and make celebrating our wins a priority.

There’s still time to make waves this year with your business. Did you know that every social media platform is searchable? Each channel is its own search engine and also appears in the results of popular web browsers (like Google). Every word matters. Have you completely filled out your social media profiles? Is your messaging current? Have you optimized your opportunities to be found in search using your social media accounts? If not, now is the time to get your channels revamped! You’ll be amazed at the results. Book a discovery session here and ask us about Robust Profile Optimizations.

Be sure to Follow us and Let’s Engage!

Hollie Clere of The Social Media Advisor is a “#BeAwesome” Developer, Social Media, Brand Builder, Content Manager, Trainer and Author in LinkedInFacebookTwitterBlogGoogle+YouTubePinterestInstagram, and the tools to manage them.

Click here for Social Media TrainingSpeaking and Strategy Consultations.

Developing a Social Media Strategy for Marketing Your Business

Posting consistency on your business social media channels is vital. Consistency is one of the keys to success on social media. However, making sure you have a post up every day isn’t necessarily a social media strategy. If you’ve found that posting to social media isn’t producing the results you had hoped, it’s time to evaluate what you are posting and whether or not it’s the type of content your audience actually wans in their social media feeds.

When developing a social media strategy for marketing your business, these three tips are what we’d like you to focus on right now:

Organic Growth

In today’s social media world, there are really only two paths for growth on Facebook for small businesses. Organic growth is where you grow your audience on social media without investing in any platform-based advertising. By creating and sharing branded content, you attract like-minded individuals and nurture those relationships through social media engagement and posting valuable information. The best organic growth strategies incorporate community building – encouraging your audience to come back daily for connection and community.

Social Media Advertising

Once you know your content is working (because your audience is growing and engaging with your posts), it’s time to consider investing in social media advertising. For many industries, social media advertising is quite affordable and helps to draw new traffic to your channels. Once you know a post is doing well, boosting it can draw fresh eyes – people that may decide to follow your channel (growing your audience).

You can also craft ads using a targeted strategy to draw traffic to your website, landing page, newsletter sign-up, or other call to action area. These ads don’t necessarily have to start as original content in your feed. However, since you are sending traffic elsewhere this effort probably won’t result in an increase in social media followers on that channel.

Which method works best? It depends on your strategy and what marketing goal you are trying to reach. Are you trying to drive traffic to your new launch? Increase your Facebook followers? Build your email marketing list? Each effort requires a specialized advertising approach.

Analytics & Reporting

What you think makes a great post won’t always align with what your audience believes is valuable content. That’s why it’s important to track your data frequently, evaluating what is and isn’t working, so you can optimize your social media posts to gain even more reach and engagement.

Social media strategy is about building your audience on your social platforms. This is done with a consistent content marketing strategy and by boosting your efforts through paid advertising. A content marketing strategy is key to organic growth so creating original content (blogs, videos, podcasts) using monthly themes and then repurposing that content for sharing on social media comes first and is then followed up by boosting content that is doing well and creating ads to direct targeted traffic to what you are sharing.

Are you looking for social media training you can participate in, right from the comfort of your home?  Join others utilizing our 40+ video training series that you can participate in, at your own pace, from your home.  We have a Private Facebook Support Group, Monthly Ask the Expert Mastermind Sessions, FREE Ebook and regular new videos to support your marketing. Learn everything from creating the editorial calendar, to creating custom branded images, to the best use of hashtags, to paid ads and reporting by joining the Social Power Program.

Be sure to Follow us and Let’s Engage!

Hollie Clere of The Social Media Advisor is a “#BeAwesome” Developer, Social Media, Brand Builder, Content Manager, Trainer and Author in LinkedInFacebookTwitterBlogGoogle+YouTubePinterestInstagram, and the tools to manage them.

Click here for Social Media TrainingSpeaking and Strategy Consultations.

How to Tell a Story for Your Business in Social Media

Storytelling matters. It matters in our lives and it matters in our businesses. Human beings, since the dawn of time, have been drawn to stories. It’s how we learn and it’s how we relate to one another.

One of the reasons many businesses struggle with social media marketing is that they are using it strictly as a sales tool. However, people aren’t on social media for that reason. They open up their social apps to connect with other people, to learn something new, to become motivated or inspired. If your content isn’t doing these things, then it’s falling flat.

If you want to garner attention and interest on social media, you need to create content that your audience actually wants – and often that involves telling a good story.

Here are some ways to tell a story for your business in social media:

Create an Editorial Calendar

It’s difficult to weave together a consistent, relevant, and clear story if you aren’t certain what you are going to post on social media on any given day. An editorial calendar is a compass for your social media content, outlining what type of content you will share on what days. Once you have a plan for sharing and promoting your content, you can use your editorial calendar as the structure for your storytelling.

Without a calendar, you could find yourself in a situation where you are talking about your service one day, your ideal client another day, sharing a motivational quote another, and then forwarding an article that caught your interest later in the week. What’s ineffective about this approach is that there is no strategy involved. On any given day, you are posting content that isn’t related to the other posts. While you get points for consistency, this method of posting is not telling a cohesive story that motivates people to act.

Here’s a better example of utilizing an editorial calendar:

For the current month, you’ve chosen the theme of ‘Sharing Our Business Origin Story.’

You know that on Tuesdays, you share your main piece of original content (this could be a video, a podcast, or a blog post). On Monday, you post a quote from that content and share it as a kind of teaser of what’s to come. The day after you share your original content, Wednesday, you create a post that’s promotional, tying in what you do with what you created. On Thursday, you share some behind the scenes photos of a past project, your workspace, or an inside peek of how you began your business. Friday is a great day to engage your audience by posting a poll or asking a question.

In this scenario, your editorial calendar looks like this:

Monthly Theme: Our Company’s Why & Why It Matters

Weekly Theme: Our Origin Story

  • Monday – Quotes
  • Tuesday – Original Content
  • Wednesday – Promo Day
  • Thursday – Behind the Scenes
  • Friday – Engagement

For ease of use, keep the calendar the same every week/month, switching out only the content themes.

An editorial calendar is really the foundation of any successful social media strategy. It allows business owners to know exactly what type of content to create and also provides a structure around their storytelling and calls to action so that the output is easy to understand and has a natural flow (like a story).

Plan for Engagement

Any social media marketing plan comes with a word of warning: DON’T be one of those businesses that posts content and then disappears. Scheduling social media content is a great way to save yourself time and to stay on track with your messaging, but social media is meant to be… social.

Too many businesses use a post it and forget it strategy and then go around telling any other business that will listen that social media marketing doesn’t work. The truth is… it doesn’t work for absentee business owners. Have a plan for social media engagement. Even if it’s only 15 mins a day, 3 days a week – some presence is better than none.

Your audience will quickly grasp onto the knowledge that you aren’t there for them and they will take their time and attention elsewhere, leaving your story to be unseen by the people you want to attract.

Showcase Your Brand

We encourage our clients to share their personal and professional stories on social media as often as they can. It’s important that, in your content, you are showcasing your personality, your business culture, and all of the things that make your brand unique. This helps your audience get to know you better which builds both interest and trust. No one is going to do business with you until they trust you.

When showcasing your brand and business on social, have your audience in mind. You want them to be inspired by the good you are doing in the world, but you also want them to feel motivated to strive for more so that they’ll sign up for your product or service. How can you make your audience the hero of your story?

Not everyone is a writer and storytelling doesn’t come naturally to all. However, mastering the art of sharing your story online is the most impactful way to build your brand and grow your business.

Are you looking for social media training you can participate in, right from the comfort of your home?  Join others utilizing our 40+ video training series that you can participate in, at your own pace, from your home.  We have a Private Facebook Support Group, Monthly Ask the Expert Mastermind Sessions, FREE Ebook and regular new videos to support your marketing. Learn everything from creating the editorial calendar, to creating custom branded images, to the best use of hashtags, to paid ads and reporting by joining the Social Power Program.

 

Be sure to Follow us and Let’s Engage!

Hollie Clere of The Social Media Advisor is a “#BeAwesome” Developer, Social Media, Brand Builder, Content Manager, Trainer and Author in LinkedInFacebookTwitterBlogGoogle+YouTubePinterestInstagram, and the tools to manage them.

Click here for Social Media TrainingSpeaking and Strategy Consultations.


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