As it stands, more than 85 billion people use Facebook. The social media behemoth, moreover, is actually changing how we conduct ourselves, how we think, and how we interact with peers, relatives, and friends. That means careful social media marketing management can have great rewards — but it also suggests the opposite. Making critical missteps on social media can have devastating effects on your company image and ultimately its sales. Why are things more likely to go wrong online, and — more importantly — what can you do about it?
It’s Easier To Attack An Online Persona Than A Real, Live Person
It is a trend that emerged with the telecommunications industry; consumers were much more comfortable giving companies a piece of their mind over the phone. Similarly, modern consumers hide behind the anonymity of the Web. Most are willing to file complaints and give negative feedback online — and they are much more likely to do it impolitely, with colorful language and plenty of insults. Why does this happen? Consumers don’t perceive online social media users and company representatives as real people.
What Can You Do About Angry Customers?
That’s a problem. One of the best things you can do for your company is working with social media marketing consultants to establish a strong online presence, and — most importantly — a distinct online persona. Simply put, customers are much less likely to lash out against their Twitter buddy with a face and a name than they are to lash out out against companies with obvious Twitter bots, social media specialists reveal. (Important Note: With all of the online reputation management social media may entail, it may be tempting to have a barely visible social media presence — or to skip it altogether. Don’t. More than three-quarters (77%) of businesses attract new customers using Facebook, and you don’t want to miss out on that opportunity. Also remember: social media marketing, search engine rank optimization, and content creation all go hand-in-hand, instead of working against each other.)
Some of your most important business opportunities are — believe it or not — on Facebook. Consults with social media specialists about creating a specific and likable online persona to work more closely with your customers — and to get them to like you! Learn more.