More than 80% of Australian social media users have connected with a brand on social media, according to a new study, but almost half have also ditched a brand on social media, suggesting businesses should rethink their strategies.
Engagement, as many of us know, is the mantra for brands on social media. But even more important is to have a dedicated plan in place so you know how to channelise ”engagement”. A well spelt out soical plan helps a brand recognise a crisis and react quickly. Social media doesn’t work in a vaccum, so companies need to be constantly monitoring their pages.
Of course at the core of it all it’s all about engagement. Listen closely to what your customers are saying, identify your brand advocates and reward them in some way (don’t pay them ‘coz it can and does backfire) and be quick to act on any negative comments, respond in way that presents your side of the story and never shy away from aplogising if you are in the wrong.
See on www.startupsmart.com.au