Category: Social Media.

When fishermen find a honey hole, their smiles are big and their mouths are shut. But when they catch the big one, it’s all about the show and tell.

In business, everyone has access to the honey hole of social media, and the fish swimming in it are free for the taking if you have the right bait.

Reel in your own word-of-mouth marketers ready to show and tell tales from your business with the following lures:

Show Others With Their Trophy Fish

Everyone has happy customers, but if you don’t show them off, you might lose the next big one. How can you catch more fish if they can’t see what they are missing?

Lure: Post a smiling customer holding one of the last products on the shelf along with a FOMO (Fear of Missing Out ) message like, “Sam got one of the last She-Shed lock openers! Stop by today to get yours and find out what the wife has inside that place.”

Give Them a Secret to Share

Your social channels should be chock full of exclusive visuals and crave-able content. Everyone is searching for a new honey hole, so make your channel the next secret to share.

Lure: Post behind-the-scenes pictures of new product being delivered, share a new trend from one of the “coasts,” or snap a shot of your team prepping a new service to save customers’ time and money.

Find Your Big Mouths

Pay attention to your followers. It’s likely you have loyalists who like your posts, comment, and share information. They can influence hundreds more, so lure them in with your best bait.

Lure: Give them a free sample or service and ask them to take a picture or share the experience on social media. Follow up by inviting them to a VIP referral club that offers a big discount if they bring fresh fish to your pond.

Open Your Mouth

If you don’t open your own mouth to engage with your following, they might get away. Worse yet, if your fish flip and spew bad information, you need to dive in to rescue your reputation.

Lure: Comment on a recent customer’s post and include a specific detail about your encounter with them. Follow up offline to see how the product is working. Also, be sure to engage immediately with bad reviews and negative comments. Thank customers for bringing the issue to your attention and ask if you can connect privately to find a solution.

Release the power of your customers’ word-of-mouth on social media and watch the flow of free marketing and new fish swim your way.

Need help with your social media or planning, give us a call at 800-900-3635 or email us at: info@poolecommunications.com

© 2019 Poole Communications

Engage in more meaningful conversations

The back and forth between a business and customer on social media can sometimes feel like the old school method of passing notes in a classroom. Do you like our new spring clothing line? Check yes or no. If you like it, please share it with Susie in the next row. Of course, it’s important to get likes and shares on social media, but savvy business owners might want to seek something more than a classroom crush.

To build a lasting relationship with a customer you need to engage in more meaningful conversations. In dating terms, you need to put a ring on it. Take the time to engage with your audience on social media. Pay attention to what they need, when they need it, and why.

Here are a few tips to move your social media engagement to the next level:

Create polls to obtain information from customers
Rank their favorite product.
Rank the various ways they use the product.
Vote for the time of day/year they use the product most.
Rank why they use the product – give three options and an open comment box.

Run contests to learn how customers interact with your product

and provide a discount or valuable item to the winner.
Most creative or best photo/video of customers using the product.
The best success story of how a service helped them.
Most loyal or longest-standing customer.

Research your ambassadors

All businesses will have loyal customers who consistently like, share, and comment on your platforms. So, thank them for sharing, give them a head’s up on sales and offer advice on making the most of the product. Then, take a few minutes to look at their personal pages to get more of a feel for their lifestyle, needs, and friends.

Be responsive

If someone sends a message or posts a comment, respond as fast as possible. Because many customers view social media the same as an in-person encounter, treat social interactions in the same way.

Ask questions

Pose open-ended questions about your product or service on social accounts. What do you like best about our business? What do we not offer that you would use?

These tips will have you well on your way to walking down the social aisle with customers. Still, you should be ready for those members of the congregation who just can’t seem to hold their peace. View negative comments as opportunities rather than irritants to be ignored. Everyone sees the negative comments and a lot may ride on how and if you choose to react.

Steps to keep the peace:

1. Thank them for the comment, acknowledge the issue, and apologize.
2. Ask what you can do to make it right.
3. Offer what you can to make it right, plus a little extra.
4. If you cannot make it right, tell them how you will work to make it better in the future.

However, there may be cases when a courteous approach isn’t effective. For those situations, a general statement acknowledging the issue and an offer to resolve it offline with an email or phone call may be a good compromise.

Finally, like any relationship, staying engaged takes time and effort and a willingness to learn from the good and bad comments.