Imagine you are out window shopping one day. Suddenly, you come across a lovely new store with an incredible selection of exactly what you have been looking for! How exciting! You cannot wait to start shopping, so you walk on in. However, once you start looking around the store, you start to feel a little uncertain about shopping there. Something just doesn’t feel right, but you can’t put your finger on it. Then suddenly, you realize what’s going on…there is not a single person around to talk to. Not one.
Who is going to answer your questions or help you with your purchase? What if you buy something but need to return it? Who is minding this store? Unless you prefer a completely automated shopping experience, you are probably going to leave this beautiful store and never return.
Surprisingly, albeit it virtually, this scenario occurs on a regular basis for many of us on our favourite social media pages. And, unfortunately, there are far too many pages with large numbers of fans who receive no responses to their questions or comments. With someone to “mind the store,” so to speak, these pages would potentially see increased reach and engagement, as well as more trust and brand loyalty from their fans.
Why is community management so important?
There’s no doubt that social media use has exploded since 2004, and the numbers of users continues to rise. As a result, community management of social media pages on the major platforms, such as Facebook, Instagram, Twitter and LinkedIn has become a critical component of customer service. Good community management is key to retaining current customers as well as acquiring new customers, especially through referrals.
Are you still not completely convinced? Check out these statistics:
- As of 2020, there are 3.78 billion social media users, which equates to about 48% of the current world population. (Statista)
- 71% of consumers who have had a positive experience with a brand on social media are likely to recommend that same brand to their friends and family. (Ambassador)
- In 2020, nearly 6 in 10 consumers preferred visiting social media pages of brands before deciding to visit their websites (an 81% increase from 2019). (Digital Information World)
Clients and Community Managers work together!
The relationship between a client/brand and its Community Manager is critical for a variety of reasons, but especially because it requires complete confidence for them to delegate the critical task of engaging with their consumers on their behalf. Although it can truly be challenging at times, it is important to understand both the tone of voice, and the industry jargon. This ensures that engagement with the clients’ followers on their social media pages is reliable and genuine.
Community Managers are on the front lines to promote and protect their clients’ reputation. This includes responding to negative feedback and all comments in a timely and respectful manner. All in all, the client is counting on their Community Manager to “mind the store”. By interacting with customers through social media platforms you are showing them that you care. What may seem like a simple gesture will often go a long way toward establishing positive customer relationships.
At MYOB, our Community Managers research your brand and competitors to develop a strategy to meet your marketing goals. They will prepare an audit of your existing accounts and offer recommendations to move forward. MYOB can help you mind your own business better!
Are you considering hiring someone outside of your company to run your social media accounts? It’s no secret that one of the most important marketing platforms for companies nowadays is social media. However, it is important to understand that social media management is much more than just making a pretty Facebook post.
As a small business owner, you may have the know-how for comprehensive social media management and believe you’ll save money by doing it yourself. However, you may soon discover just how time-consuming it can be to maintain a strong online presence that consistently gets results. Outsourcing, it turns out, helps many business owners save money and time, allowing them to focus on their areas of expertise.
Here are some reasons to consider outsourcing your social media management.
1. It’s their job to make your content look good.
When you outsource social media marketing, your partner will work closely with you to develop and plan out your content and advertising strategy. Since they understand the multiple nuances of social media marketing, as well as the current social media landscape, they can offer you a more well-rounded and effective content plan.
When you own a business, you may be so close to it, that your ability to see things objectively is biased. An outsourced social media partner can look at your brand through the eyes of a customer and provide a fresh perspective for your content.
2. They have the tools and systems in place to achieve results.
Your social media partner has access to the most relevant and efficient social media marketing resources. They also know how to boost your Google rankings by optimizing SEO in blogging and other web content.
The vast array of tools available for everything from writing to graphic design to promoting social media content is overwhelming. As a business owner, do you want to invest the time and money to research and learn how to use these tools yourself? Outsourcing this part of your business will give you peace of mind because you’ll know it is being done properly and effectively.
3. Get things done without having to juggle everything on your own.
When was the last time you had some “just-for-me” time? If you are running your own business, it’s probably safe to say it has been too long, especially if you’re devoting the majority of your energy to achieving success and fulfilling your dreams.
Having time to relax and recharge is essential for coming up with new ideas and building your business. Participating in hobbies and activities you enjoy is another great way to mix up your daily routine. Plus, stepping away from work helps to free up your mind to better cope with challenges that may arise within your business. So, go ahead and outsource some of your work – your physical and emotional well-being will reap the benefits!
Are you ready to learn more about outsourcing?
Although social media management takes time and energy, you won’t need to pass up the opportunity to get involved in it. At MYOB, managing social media networks and engaging your customer base is one of our areas of expertise. We understand that your business is unique, and the voice of your social media should reflect that. When you’re ready to get started, we will be here to help and to talk about the options that are right for you!
Establishing social media marketing goals is an important step is an important step in growing your business. Having an active and engaging social media presence is an important tool to invite customers to contact you. Social media platforms play a role in identifying and directing interested potential customers to your website and that is invaluable to any growing business.
Here are three major reasons why social media should be a non-negotiable component of your business’ marketing, brand communications, and online presence strategy:
1. Social media provides the same opportunity for brand visibility, regardless of the size of your company.
Businesses of all sizes can benefit from social media’s leveling effect. Each is given the same amount of online space, as well as the same options for using appropriate and successful keywords, verbiage, eye-catching images and ads to reach their audiences online, regardless of its size or revenue.
By making it easy to display your brand and offerings online, social media platforms provide one of the most effective marketing and communications strategies for your business. What’s even better? Social media is an inexpensive and convenient way to highlight a company’s online presence. This is especially good news for smaller businesses with limited marketing resources. When users are asking their social media community for recommendations, your business is easy to find, to tag and to recommend!
2. Let’s Talk About Social Listening
Businesses that use social media to listen online rather than only broadcasting all the time will find the platforms are extremely beneficial. Social Listening helps a company gain firsthand knowledge of the issues that are important to their audience and future clients. This information then helps them make decisions, take effective action, and make a positive impact.
As well, businesses are more likely to gain their audience’s trust and loyalty when they remember that social media communication requires both engaging with and listening to their audience! Businesses that consistently concentrate on developing genuine relationships with their followers may end up closing more deals than they would have done by sales calls and advertising alone.
3. Social media improves your company’s visibility, both online and off.
Every day, social media assists companies in enhancing not only their online presence but their offline presence as well. In many cases, a large percentage of consumers conduct online research on potential purchases before making a final purchasing decision. If you want to attract these potential customers, you must strengthen your online presence by creating and maintaining your business social media platforms.
Are you ready to incorporate social media into your business’ marketing strategy and improve your brand’s marketing and communication strategies?
Running contests on social media is a great way to interact with, and show appreciation to existing clients and customers. It’s also an opportunity to draw in new people to your existing audience. Some of our favourite small business friends have been found by following them through online contests!
When running a contest, it’s important to make sure that your delivery matches your brand, and your goals. Do you want more page likes? More engagement? Or maybe, you’re wanting to learn more about your own fans and followers.
Here are a few examples of contests that have been proven successful to expanding your reach, and ultimately reaching your goals:
A Photo Contest
Ask followers for a specific kind of photo, such as pets. This will encourage engagement. The audience can vote for their personal favourite, or you can choose a winner randomly. Be clear about the timeline of the contest and the prize.
Does your business have a gift certificate or product that eager fans and followers would love to win? Gift certificates are a great prize to attract engagement. To win, you could ask a trivia question, solve a puzzle, or comment on a favourite product or service. Don’t forget to have followers tag their friends to draw more attention!
Partner with Another Brand
Everyone loves collaboration. Talk with a local company that you love and whose core values and brand are in alignment with yours. Consider combining swag from each business as part of the prize! Collaborations are an easy way to get your business exposed to multiple new audiences.
Be Careful About Asking People to Share your Social Media Post!
This can be a helpful way to expand your audience, however, make sure you abide by the rules of the platform you are using. For example, Facebook guidelines discourage sharing contest related posts as a means of entry.
There are many benefits to running contests, it often has us thinking: Who is the real winner in this scenario?
Have you run a contest before? Share the highlights or challenges of past contests below and continue the conversation!
Social media provides a great way of connecting with potential clients and customers. However, if you don’t know where to begin, the task can feel overwhelming. It’s important to start off by figuring out your business’s target audience. For example, who would benefit from your services the most, and how old are they? Once you establish the target demographic, you can make decisions about the best social media platform for communication.
Communication can start with monitoring the feedback received from customers on your social media pages. Thank them for taking the time to reach out. If you receive negative feedback, reach out to them personally, and ask what you can do to improve the situation. This is also an opportunity to ask clients and customers what they like about the services you have to offer, and ask questions to encourage engagement with your business.
Once you have established client and customer connections, it’s important to maintain them. Always follow up on customer feedback. If you haven’t heard from a customer in a while, don’t be afraid to reach out and ask how they’ve been; as well as giving them a brief update on services they might like to use in the future.
At MYOB, we manage communication for our clients. We’ve been growing their social media to multiple platforms to expand the reach, crafting their monthly newsletters to provide business updates during COVID-19, and refreshing their websites to ensure messaging is strong and consistent throughout. We’d love to hear some of the ways you’re connecting with customers at this time. Tag us on social media @MYOBVA on Twitter, Instagram, and Facebook to share your stories!
The Internet and social media have made the sharing and distribution of information a lot easier than it once was. You can share something with two clicks of a mouse, and no research at all. As easy as it seems, a lack of research can land you in unexpected trouble.
There has been an image circulating around Facebook that claims Author Dean Koontz predicted the 2020 Coronavirus outbreak in his 1981 novel The Eyes of Darkness. Though the image appears convincing enough, it was proven that he did not predict the virus. If you find yourself questioning the validity of a claim, snopes.com helps to point out what is true and false within it. If you are worried about a website’s credibly as a whole, https://mediabiasfactcheck.com provides insights into various news sources.
Trending images on Facebook always need more than one look. You should also pay close attention to any articles you decide to share. At first glance they will look credible, but it’s important to take note of the website domain name, and whether you can find other examples of the authors published work; as well as whether they have an easily found and professional point of contact . Proper spelling and punctuation are also an indication of an article’s validity.
Have you ever felt like you’ve seen a post before, but can’t figure out where? tineye.com is a website and Chrome extenstion that allows you to check when and where else an image has been shared across social media. This can help determine how old a source is, and the original context in which it was used.
Why should you fact check what you share on social media? Sharing misinformation can create a lack of trust between yourself and your intended audience. Along with the tools and practices mentioned above, use your best judgement. If a story or post appears a bit fishy, shocking or too good to be true, it likely is.
H/T: snopes.com, tineye.com, https://mediabiasfactcheck.com, https://www.summer.harvard.edu/inside-summer/4-tips-spotting-fake-news-story