The best form of advertising is word of mouth. Most of the time, people do not buy a product or service unless they have been told by family or friends how good the product or service really is.
The problem with posters, flyers, and commercials is that people feel like they are just getting “shouted” at. The company attempts to create something that the customer wants, and is sometimes successful and sometimes not. And when it isn’t, the customer starts believing that the company is all about making money, and doesn’t care about what the customer has to say.
Enter social media. Facebook, Twitter, Google+, YouTube, and a plethora of other sites thrive on conversations, on interaction, and ultimately is where many people communicate with friends and family. What do they say to friends, family, and sometimes even strangers? Sometimes its personal, but sometimes its business.
See social media is just a new form of the old concept: talking to other people… word of mouth. The difference is, now businesses can listen to what people are saying about them.
So, if you are thinking about adding a profile, or if already have one, remember that people want to be heard, not shouted at. Make sure you have the time to respond to comments, and don’t delete the negative ones.
Some people need to vent, and if you are able to hear their concerns and address them, you could win them back or at least not lose other customers. If you delete a negative comment, you risk them posting or discussing their negativity somewhere else, where you are no longer able to address the issue.
But keep in mind that your customers may not be using a particular platform. If, after at least 3 months of maintaining a profile on a particular site, take at least 6 months off before trying again. In these 6 months, spend more time perfecting your website or monitoring your other profiles.
But after you take a break, get back on. Times are constantly changing, and maybe your customers adopted the platform while you were away.
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