Is Engagement Lacking on Social Media? We Might Know Why.
There was a time when brands could only engage in one-sided conversations with their customers. Sounds pretty uneventful considering the many ways communication can take place today. Despite your best efforts on social media, though, you may find that engagement isn’t really expanding as you had hoped. It’s possible that you’re missing out on potential opportunities with your customers that you’re just not seeing.
Let’s discuss a few reasons why engagement may not be so….engaging.
Are You Asking the Right Questions?
It’s likely that someone isn’t going to start a huge conversation on their own, unless they have something bad to say. Instead of waiting for customers to come to you or assuming that they eventually will, it’s up to you to ask questions and request feedback as much as possible.
This sounds easy, and it is. Yet many brands hold off on this step because they are afraid it will backfire. Maybe no one will respond. Perhaps you’ll just get a bunch of negative comments. While there is always some risk involved in opening yourself up on social media, there is much to gain as well. When your customers provide feedback, you can learn a lot about who they are and what they expect from your company.
Are You Providing Thoughtful Responses?
Engagement is not a one-way street. When people take the time out to comment on their experience with your company or share feedback on an article you posted, be sure that you respond to the initial comments. Social media is the go-to source for many people, especially millennials, and they don’t want to wait for a response.
If a customer has a question, a concern or information they want sorted out, you better be there to offer your perspective. Always keep things polite and conversational. Not only can people read what you write, but people will tell their friends, family and coworkers about their experience with your company.
Are You Letting Customers Into Your World?
One of the best ways to create more engagement is by showing your customers that they are a part of something. Maybe their purchase makes a difference for an organization that you support or maybe you’ve been able to launch a better product thanks to your customers’ feedback. Rather than just sounding off information about yourself, be sure to build a community and show your customers that they are integral part of your brand.
Are You Relevant and Timely?
It’s not a bad idea to tie trending topics into your own brand and messaging, especially if it will make for some juicy content. Yet there is a thin line that you need to be careful of. You don’t want to share information that has nothing to do with your brand just because it’s trending for the moment, and you don’t want to come across as being spammy. The best question to ask yourself is what value the post has. If you can answer this question honestly and feel that it provides value to your readers, then it’s a go. Otherwise, avoid posting just to post.
Need help increasing engagement with your fans and followers on social media? Do you feel like you’ve tried all the tricks to no success? Contact us today to speak with an expert.