Being present on social networks and being friends with subscribers can increase brand loyalty, bring in a new audience, and even help find fresh ideas for telegram data further development. However, communication on official brand pages is not always cloudless. You should always be ready for constructive and unconstructive criticism, constantly stay in touch, and try to maintain your “voice” and reputation in any situation.
The Main Problems of Brands in Social Media
- Boring content and formal style
Any step beyond the usual can be dangerous. Company heart-to-heart talk: how a brand can communicate with users on social networks management understands this, so sometimes specialists have to spend a long time persuading brand owners to experiment. The easiest way to do this is to show the ineffectiveness of current publications and low user engagement.
It is quite possible to do something interesting and not risk your image. It is worth trying to connect engaging formats, for example, games, stories, masks, etc. As for responses to comments (both negative and positive), the communication style will depend on the target audience. Jokes from a youth brand in the comments will look more appropriate than jokes from companies selling real estate.
- Closed comments
Social networks were created for communication. By disabling the ability to comment on posts, you show an unwillingness to interact with users. In mobile list addition, doubts about purchasing your product may arise. The logic may be as follows: since the company closes comments, then in the event of a problem with the product, it will not get in touch.
I have a question, but the comments are closed.
- No response to comments
Regardless of whether users left positive or negative comments, everyone needs to respond. There are cases when brands only notice “problematic” messages, and there is no time to respond to praise and gratitude. This is wrong. Without receiving a response, the client will simply not write a good review next time.
No reaction to the comment
- Removing Negative Feedback
Handling negativity is an art in itself. Deleting a negative comment is a bad decision. Firstly, the user can write comments from other accounts and say that your pages do not allow you to tell the truth. Secondly, you can lose a client. This is especially important if we are talking about small businesses, where every client counts.
There are many examples of a customer who was initially negative and chang their opinion to positive after their problem was promptly resolv. Some users may then write a second (but positive) review or make a mention.
- The brand does not have its own “voice”
Or it is impersonal. Almost all posts in such cases are written in an informational style, without engaging the user in a dialogue and without demonstrating the company’s values and principles. To get an emotional response from the audience, you ne to share the life of the company, its plans, ideas and projects from the point of view of benefit to the client (or even to the world as a whole). This is why it is worth thinking about a clear description of the Tone of Voice of your brand.
