Customers are Lighting Your Brand on Social Media

January, 2019

Your Brand is in the Hands of your Customers.

Social media is the fire in marketing. It’s the red on your shoes and the platform that defines and shapes everything your business does.

While you are in control of what you post, what comes from others is out of your hands.

“People now have rich digital lives on top of their physical lives,” says Michelle Peluso, IBM’s Chief Marketing Officer. And this means they are looking at businesses as part of their digital life experiences.

So many people partake, at some level, in social media. This matters to your business because at different times they are going to focus on your business.

“The emergence of social media has given consumers a whole new way to interact with the brands they love — and a forum to complain when brands disappoint.” reports Market Force in a blog from the Digital Marketing Institute.

How do you make customer’s social media posts work for you?

You can run all the social media engagement campaigns you want - encouraging your audience to post selfies with your products on Instagram, checking in on Facebook, Snapchating with an employee, and tweeting at your company. But what really matters is how you treat current and future customers.

- Be responsive and positive on social media

- Engage with your social media communities

- Keep your inbox response time short

- Acknowledge social media posts from customers

- Respond to criticism in a positive way

Think of your social media channels as revolving doors. You post pictures, articles, and snippets about your business and industry and customers walk through that door from their homes.

Get social with your people on all your channels and show everyone who’s watching that you are living your red.

And remember, keep it interesting.