While distributing information to your customers and potential customers through social media is important, it’s also important to know how the people that you are reaching are reacting to what you have to say. Are they paying attention to your posts or tweets and passing them along to others or do the posts just disappear?
Know why you regularly posting on social media: to become more engaged with your customers, to gain more publicity for your brand, to attract more customers, to sell product or to present your customers with reasons to buy from you. Keep a list of goals handy, to keep you on track.
To discover whether or not you are successful, track your social media posts to see where they go after they reach your audience. This can be accomplished through tracking keywords that relate to your company or products.
Track your brand or company name. Know who is talking about your company or products and why. Whether it is a complaint or a compliment, a response to the person who responded to the post will positively affect how they feel about you. It is easier than you think to turn around a complaint by paying attention and doing everything you can to sort out the problem either on- or offline. Tracking your brand or company may also give you more information about questions that customers are asking each other, or whether there is talk about your products.
It doesn’t hurt to track your main competitors also. It helps to know what they are doing and how they are being perceived on social media.
Track key employees through their own sites and through what people are saying about them. In the wine industry, you know how important the winemaker, the owners and even the people in the tasting room are to many of your best customers. They feel connected to these people and will be loyal to the brand because of them.
Track industry keywords to see if your brand, company or products are being mentioned in the broader industry by consumers who may be looking for the type of product you produce.
Social media may not cost a lot when compared to print or electronic advertising but if you are going to be successful it does take time to do it right.
A tip of the glass from me to you!