I have seen some really interesting things happen to brands lately with the shift to social media. Even if you are not using social media to promote your brand, proactively handle customer service or monitor industry trends, your customers are! Never in history have we had the opportunity to communicate with our customers as we do now through social media. There are opportunities to go big or to fail big time.
Here are a few tips to help you manage your online brand through social media.
- Have employees set up online user names to write company blog posts, visit online forums and blogs that talk about your product or service and leave comments or start conversations about your brand.
- Do not lie. When something is posted online, it is forever. It can not be deleted or recanted. Lying about your product or service will be remembered for a long time and may start a flame war that may damage your business.
- Saying you have good customer service IS NOT a replacement for good customer service. Listen to what people are saying and deal with it honestly and respectfully, no matter what the situation is.
- Watch what your employees say online. Their reputation affects yours. Have employees set up a separate online identity that supports the brand and use it at all times when representing the brand.
- Having no competition doesn’t mean you can be sloppy or lazy. Just because you are the only one who does what you do today doesn’t mean that’s the way it will be tomorrow. Stay on top of the game or lose your footing forever.
