Five New Year’s Resolutions to Level-Up Your Social Media Game

It’s time to ring in the New Year! That means celebrations, maybe some vacation days, and time to set your intentions and resolutions for 2019. We’re here to make the resolution part a little bit easier, with these five social media resolutions. We hope they’ll help support you and your business to go from coasting to thriving in 2019!



1) Wake up and smell the routine

“I posted on Facebook and Instagram twice last week, four times the week before, and I don’t think I’ve done any posts for this week...but next week I’ll try to get back into it and post- maybe three times…”

Sound familiar? You’re not alone in this struggle, but it really is an easy fix that can yield solid results. So if you only do one thing to improve your social media presence, let it be this! Get into a consistent schedule with your posts. Decide how many times a week you want to post on every platform, then stick to it. To do this, follow whichever method works for you - maybe you want to use your Google calendar to schedule mini appointments and reminders to write and/or post the content, or use the old school method of using a paper calendar as a physical visual of your plan. You also could create a spreadsheet that includes all of your platforms and the dates that you plan to post for each. The point is, get into a routine of weekly posts, and you’ll make your followers happy with the steady flow of content, plus you’ll pick up new followers along the way!



2) So fresh and so clean 

It’s time to clean up your act! But we’re not talking about literal dirt or even bad language. We’re talking about cleaning up your messaging and staying on brand. If the tone of your posts changes often, if the focus of your content seems to always shift, and if you don’t have a clear message threaded throughout all your posts, then it’s definitely time for some cleanup and brand clarity. One approach is to think about your brand as an individual person, with a personality and story that is all theirs, completely unique to them. What would he or she say? How would they act? If you’re not sure how to answer those questions, get your team together and brainstorm, so that you all know precisely who your brand is, and are all on the same page. When you get specific on who your brand is, then all your messaging should be aligned with that voice and style. And your core values should be communicated as a thread through all your posts.



3) Engage! 

Many businesses make the mistake of focusing only on the content they’re putting out, and they forget about connecting and engaging with their audience and potential customers. Don’t make this mistake! If this has been you, let 2019 be the year of engagement. Go to your followers’ social media pages/accounts, like their photos, comment when appropriate, and do so regularly. Then go to potential followers’ pages/accounts and do the same, and you’ll see your own followers increase. On Instagram and Twitter, an effective way to find potential followers is to search using relevant hashtags. If you already know the "how to" and the "why it’s important", but have had trouble making it happen, then add engagement as part of your scheduled weekly routine, in the same way that you set up time to create and post your content.



4) Should auld acquaintance be forgot… 

Something we often see when we start working with new companies is that they’re following a multitude of accounts on their social media platforms, many of which aren’t connected to them or to their business in any meaningful way. If that’s you, then it’s time to let some people go, so to speak. Set up some time to go through the list of who you’re following, and unfollow accounts that don’t make sense. For example, if you’re a restaurant in Seattle and you’re following a national shoe company. Maybe you really like the shoes, or they had a fun post you liked so you randomly followed them one day. That’s fine for your personal account of course, but it doesn’t really make sense in terms of your business. So go ahead and click “unfollow” and keep on filtering out superfluous accounts.



5) We get by with a little help from our friends. 

If you’re managing your company’s social media by yourself and are feeling overwhelmed, or if you’re working with a team but are unsure whether you have the right expertise involved, then it might be time to seek some help. If you’re experiencing the first issue (flying solo), then talk to the powers that be about how you could bring on other employees with social media management experience to share the load. If that isn’t an option or you don’t think your team has the necessary skills and expertise in the field, there are plenty of outside options to consider. A designated part-time employee could work well for you, or you could contract with an outside company to have them manage your social media. We admit that we’re biased, but for the latter option, The Social Stage is a great solution! We’d be happy to chat with you to see if we’d be a good fit for your needs.

Best of luck with your Social Media Resolutions, as well as with your other 2019 goals. From our Social Stage family to yours, we wish you a very Happy New Year!

Are You Missing Social Media Opportunities?

No one likes to be talked about behind their back. So, when it comes to social media, why are so many business owners okay with letting that happen? Here are four ways businesses miss opportunities to connect with their customers and prospects on social media, and what they should be doing instead:

1. Ignoring Yelp Reviews: "My Yelp reviews are almost all four or five stars. I don't need to respond to them, right?" I've heard this countless times from business owners who are only checking their Yelp listings once a month, or less. If someone was raving about you in person, you wouldn't ignore them, would you? Thanking someone for a rave review is a great way to keep them coming back to your business! Claiming your Yelp listing (another step many businesses miss) and monitoring reviews on a regular basis ensures that less positive reviews don't slip through the cracks. Responding to each review you receive, positive or negative, shows that you are responsive and on top of your customer service. This applies to other review sites as well, like Google and even Facebook.
2. Ignoring Facebook Interactions: From check-ins and messages to wall posts and even simple comments, some businesses just ignore interactions from people on Facebook. They do so at the risk of damaging their relationship with people leaving positive interactions, and further angering those with negative interactions. Negative feedback can also have a snowball effect, with others chiming in when you don't see or respond to the first interaction. Following up on each interaction instead ensures that you will maintain positive relationships with happy customers and that you will control the conversation around negative interactions.
3. Missing Twitter Mentions: Savvy Twitter users know that often the best way to reach out to an organization for customer service is by mentioning them in a tweet. A company that isn't monitoring their mentions closely risks the ire of people who can't get in touch with them. Instead, follow up on mentions with a response, like or retweet, and follow the user if appropriate. Following a user shows them that you care about what they have to say, and allows you to engage with them in the future, whether they're talking about your business or not. Creating a private list of users who have mentioned you in the past is another good way to keep track of customers for future outreach opportunities.
4. Missing Instagram Tags: Especially if a business has a physical address and a Facebook Page, there's a good chance people have tagged their location in Instagram photos. Businesses, or their representatives, should monitor photos tagged at their location and follow up on these posts by following the user, if appropriate, and liking and commenting on the post. This also applies to mentions and hashtags using the business's handle and name. Regramming and sharing these photos on other social social media channels is also a great source of content for you!

These missed opportunities on social media happen for a few reasons. Sometimes it's because businesses are afraid of negative interactions, or don't know how to respond in general. Sometimes it's because they see social media only as a sales tool, and not as an opportunity to connect with current and prospective fans and customers. Most often it's because the business owners and staff don't have time to keep up with their social media interactions. If any of these apply to you and your business, I can help. Please don't hesitate to get in touch.

Happy Networking!

Lauren

Reason 257 Why You Need Social Media: Your Customers Are Passive-Aggressive Jerks

We have officially reached the stage in our cultural development where customers would rather whine about issues on social media than address them in person. In my last blog post, I shared a social media customer success story. This time, I will share a few real life examples where customers have reached out through social media about issues that could, and probably should, have been addressed in person or through traditional customer service channels. Each example details suggested responses for similar scenarios.

• "The tomatoes on my sandwich were sliced so thin it was like there were no tomatoes at all!" There are two main issues with this type of interaction: too much time has elapsed to solve the issue, and the issue is subjective. This is a good time to remember that the customer is always right. Your staff member may have thought that the thickness of the tomatoes was fine, or may have been trying to save you money, but the customer is unhappy. It's probably too late to do anything about the sandwich in question, so apologize and find a way to make it right.

• "Ugh! The product broke on its way to me!" This is a typical case of people not knowing how or taking the time to find traditional customer service channels. Apologize, direct them to the right place (and a location where you can get their info without exposing it to the public), and make it right.

• "Your staff person was SO RUDE!" This offended customer simmered about the in-person interaction they had with your business until they had to say something on social media. Maybe they felt uncomfortable asking to speak to someone in person, or maybe they just wanted to rant online. Whatever the reason, apologize, take the interaction out of the public eye, get the details from both sides of the story, and find a way to make the customer walk away happy.

Notice a theme here? The customer is always right. Handling social media complaints with tact and care can turn a negative interaction into a positive relationship. Responding quickly and effectively via social media makes you look good to other customers and prospects as well. And directing confused customers to the proper customer service channels will help prevent future confusion.
When you hire someone to manage your social media accounts, ask them about their experience with and approach to customer service. These days, social media is a customer service resource. Monitor it and treat it as such, or suffer the consequences: even more annoyed customers.

12 Ways to Engage Your Company's 12th Man on Social Media

Whether it's your mom, your best friend or an extremely loyal customer, chances are your business has at least one social media super fan. They're easy to spot; they like, retweet, comment on or otherwise engage with almost every post you publish. These people are for your business what Seattle's rabid sports fans are for the Seahawks. They are an extension of your team that boosts your confidence and helps you succeed - your very own social media 12th man. So how can you go beyond those basic interactions and use their enthusiasm and support to get you all the way to the Super Bowl? Here are 12 ways:

1. Interact: Don't let their support for you go unanswered. Even if your 12th man leaves a comment on every one of your Facebook posts, make sure you reply to all of them.
2. Name Them: Giving your 12th man a unique (and hashtag friendly) name will help them self-identify, connect with fellow fans and rally together in their support for you.
3. Share their Photos: The 12th man often tweets photos or shares them on your wall - boosting the reach of those photos by reposting them to your broader audience will encourage others to do the same.
4. Interview Them: Capture your 12th man's enthusiasm in a video, audio or text interview to post on your social channels.
5. Give Perks: Give your 12th man an assignment in order to shape their interactions in the most beneficial way for your business. Ask them to take a photo or send you an anecdote on a specific topic.
6. Ask for Content: Giving your 12th man an assignment, like a photo or anecdote on a specific topic, will help you shape their interactions in the most beneficial way for your business.
7. Ask for Feedback: Your 12th man likes everything you do, but what would they like more of? Adjusting your content strategy based on their feedback will improve their engagement and probably create more super fans.
8. Ask for Reviews: You know they will gush, so ask your 12th man to review you on Google+, Facebook, Yelp, etc.
9. Acknowledge Them Online: Did your Foursquare Mayor just check in on his birthday? Giving your 12th Man a special online shoutout makes members feel recognized and encourages them to share more.
10. Acknowledge Them Offline: It may seem awkward at first to reach out to the 12th man when you recognize them in person, but bridging the real life gap will strengthen your connection.
11. Connect with Companies: Ask your 12th man to get their businesses involved in their enthusiasm for you - chances are the relationship will be beneficial for both organizations!
12. Thank Them: Find personal and meaningful ways to say thank you and mean it. The 12th man will recognize and appreciate authentic affirmations of their enthusiasm.