Social Media for many retailers means posting something about their product and hoping that it interests your fans. Yet, as social media becomes more sophisticated, we need to be more aware of what our fans want from us.
The fans don’t only want to read what we have to say, they want us to read what they have to say, whether they are saying it directly to us, or putting it out on the internet in different places.
It’s important that we monitor what our fans (and those who may not be fans) are saying about us. Good or bad – we need to know. It’s also important that we respond to the comments, whether they are positive or negative.
Responding to negative comments is as much about letting others know that we care as it is about reaching out to the person who has made the negative comments. As more and more people use social media, we need to be there to say “thank you” to those who have positive things to say and “how can we make it better?” to those who are not so positive about their experiences with our hospitality or our brand.
We should also respond quickly (with 24 hours if possible) to those who ask questions or want more information from us.
There are sites you can go to (some at no charge and some paid) in order to find out what people are saying. So type in Social Monitoring into your browser, find out the tools to follow on what people are saying about your business, either directly or indirectly, and respond nicely (of course) to the comments.
Create two-way conversations with the people who regularly follow you. They will appreciate you, your business and your brand more – and appreciation sells product.
A tip of the glass from me to you!