Do you use social media to stay in touch with customers? Be cautious about how you are using it then. Social media can certainly boost the popularity of your company among customers to a great extent, but with improper usage, the reverse is also quite possible, just as well. So, if you are using it, always avoid the following social media pitfalls:
- Outsourcing without proper communication: If you do not have much time or manpower to handle regular social media updates, then outsourcing it is certainly a logical solution. However, make sure your company policies and regulations are communicated properly to them. Any communication gap in this can cause substantial damage to your company’s reputation, especially if any wrong information gets posted on the social media network.
- Not being careful about the tone of responses: Even if you have outsourced your social media work, keep track of responses that are being posted on your network. Make sure there isn’t any rude comment being made to your customers in any network. Remember, in case of any sort of public outcry against any sort of rudeness displayed in your social network, your company will be held responsible, not the third party organization handling your social media tasks.
- Not being wary of negative publicity: True, there will always be negative comments made on your social media network by at least some customers. However, be wary of the nature of negative comments. Complaints about one malfunctioning product somewhere can be easily handled, but continuous posting of complaints on your social media network may ruin the reputation of your company. Bad news travels faster than good news everywhere, and social media is certainly no exception to this rule. Have complaints handled quickly and in a constructive manner, and always have comments regarding the handling of the problems posted on your network.
These three pitfalls should always be avoided when you are using social media networking for your business. Only by keeping a transparent communication channel open between you, the social media service provider and your customers, can you hope to reap the benefits of social media network to the fullest extent.