What’s the one thing that every single person is guaranteed to do? Make mistakes! Some of us make more than others, but we can all learn from them. (Trust me, been there, done that!) As the social media marketing coordinator for iContact, I spend a great deal of my time on Twitter, Facebook, and Google Plus each day. I recently got to thinking about common mistakes that people and businesses make on social media channels and thought I would share what I’ve learned. Below are five easy-to-fix mistakes.
Mistake #1: Being an Egghead
At the very minimum, upload a picture of yourself or your brand. Personally, I am a firm believer in being a little different from the norm. Why would you want your Twitter picture or Facebook page to be a generic egg or boring silhouette? People will also take you more seriously if you provide a photo. Take it a step further and upload pictures of your office and employees! It demonstrates to your audience that you are real live people and helps to humanize your brand.
Mistake #2: Not Asking
A few of my friends might call me bossy, but when I know what I want, I ask for it. Sometimes people just need a little nudging to be active, so if you want your tweet to be retweeted, simply start it with “Please RT:” Also, Twitter is a great way to find out information to improve your product or service. So don’t be afraid to ask your followers. And if you are reading this blog post, I am going to ask you to answer the question below on our Facebook page. As my mother always told me, it never hurts to ask.
Mistake #3: Ignoring Your Customer
When someone mentions you on Twitter or sends you a direct message, make sure to respond. It is rude to ignore someone in person and, in my opinion, rude to ignore someone online. If they took the time to reach out to you via a social media channel, you need to take the time to talk back. Who knows, a meaningful conversation could happen! Acknowledgment goes a long way. Recently I was shopping for my brother, and the tie I liked best was out of stock, so I looked up the company on Facebook and wrote on their wall asking when I would be able to purchase it. Soon enough, I had a notification telling me they had commented on my post, and I was tickled pink. Sometimes, it’s the little things in life. And, even though their response wasn’t what I wanted to hear, the company still took the time to get back to me. Make sure to respond to your customers, whether the answer is good or bad.
Mistake #4: Hard Selling
Meaningful relationships take time, and a huge part of my significant relationships are built on the fact that I trust my friends. It is important to take the time to get to know your current or potential customer and find out what they want before you try to sell them something. Build trust with your customers like you would build trust with a new friend. While it is an online conversation, it is still a conversation, so don’t be rude and pushy. Engaging with people via social media builds the trust needed to open them up to becoming a customer.
Mistake #5: Pretending to be Someone You Are Not
Finding the voice that you want to have and staying consistent are extremely important in social media. Depending on your business, figure out whether you want to be playful or a bit more serious. Obviously, certain situations require a more serious response, but often people enjoy having a good time. Having interesting conversations on our social media channels is probably my favorite part of my job. I have found that using conversational language with my own voice and tone works best. And, no matter what, be sincere and honest.
By: Lucy Welton
iContact Social Media Marketing Coordinator