There are more than 60 million active business pages and 2.27 billion active users on Facebook. Consumers want to reach your brand through social media, which is great. But how do you, as your brand, leverage this opportunity to reach your audience? Check out my top tips for managing your brand on social media.
1. Be Human
You don’t want your brand to come across as a faceless organization on social media. It’s important to be viewed as approachable to your audience. People want to know they will reach a real person when they comment on a post or message your page. Respond to comments in a timely manner to let your followers know there is someone listening. Don’t be afraid to talk to your followers like you would talk to a friend – it’s what your followers want!
2. Monitor Keywords
Do you know what people are saying about your brand on social media? If you aren’t monitoring keywords, you may be missing out on conversations happening about your organization. We suggest using listening tools like SproutSocial or AgoraPulse to monitor conversations. With these tools, you set keywords to monitor across social media. You’ll get a notification when that keyword is used, which allows you to address it in a timely manner.
The keywords you set should include variations of your organization’s name, competitors and key stakeholder names.
Automation is all the rage in marketing right now, but don’t expect it to do all the work for you. It is still important to engage directly with your followers. One great use of automation is Facebook’s automated messages. When someone messages your page, an automated response is sent to them. The response is a great place to let the sender know you received their message and you will respond shortly.
4. Build Relationships
Social media is all about connecting and engaging with your followers. When someone comments on your post, it is important to engage with them. Like their comment to let them know you saw it or comment back with a friendly response to engage with them even more. As you positively engage with your followers, you will build a relationship with them resulting in brand advocates.
5. Pick Your Battles
Now what about those negative comments? You can never make everyone happy. No matter how well liked your brand is, there is bound to be at least a few negative comments. Although it is important to address negative comments, don’t get caught up going back and forth with a commenter. Know when to take a conversation offline or into a private message. No matter how professional your responses may be, going back and forth too many times can make your brand seem combative and defensive.
Communicating and connecting with your followers online is key for maintaining a positive brand image. I hope these tips inspire you to engage with your followers on social media. If you need help managing your brand online, let us know. We would love to help!