It is true that social media has become a powerful platform for marketing. However, there are certain things marketers must not do if they want to relate well with their customers. The following are the things social media marketers should avoid doing on social media:
Lacking A Distinctive Voice: A brand’s social media posts must have the same ‘voice’. They must reflect the same personality and style of writing. When the handler behind a brand’s social media accounts has multiple voices, he/she tends to confuse people. Therefore, establishing and maintaining a specific voice is beneficial.
Ignoring Customers: You cannot refuse to be social on social media. You have to interact with your customers, and when they have a problem or when they address you, then you must not ignore them. You need to send a response as fast as you can. Nobody wants to keep talking with a company that does not care about them.
Constant Arguments With Customers: Social media works in a way that makes everything you say seen or heard by other people. Guess what? The Internet never forgets. So, before you become angry and hostile to your customers, know that you might likely be the one responsible for sending people away. You cannot win an argument on social media. It is best to resolve all matters as amicably as possible. Even if you win the argument, everyone else will blame you for participating in the first place.
Being Oblivious Of Your Competition: A monopoly is great, but do not forget that the real world has competition. You cannot ignore your competition on social media. Find out what your competition is doing better. With the new knowledge, you would know how to relate with your customers and what they are expecting from you and also what to improve in your services.
Failing To Keep A Promise: You should not fail to live up to the promises you made on social media. Do not think that people will forget. Resist the urge to make difficult promises in order to impress your followers.
Overlooking Negative Comments: You will likely get lots and lots of negative comments under your social media posts. But you have to respond negatively to those comments. Instead, respond positively to what the people say. If they are complaining about a problem, ask them to explain it in more detail so you can focus on fixing it. A positive and mature response from you will make your customers respect you. Such a response will make you look active, responsible, and professional.
In conclusion, you need to be careful what you say on social media. Make sure to revise everything you write before you post it. Do not make a promise you might not keep. For the promises you have made in the past, try as much as possible to meet them. Customers know when brands are true to their word. So, it is important to live up to your customers’ expectations.Featured Image Source: Marketingland
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