Yesterday I talked about engage, equip and empower your people in social media. Kimberly A. Whitler has lots to say in a recent Forbes article about building a conversation.
Engaging your customers is mostly like swapping spit. It involves more than just promoting your own content. Social media is about sharing, so share what you know -publish useful tips that can benefit others,retweet others and add comments to keep the dialogue going. When appropriate seek advice and always say thank you
You create a community by sharing. And, when you share it makes members of that community far more likely to share your content too. Recommend some of your followers who also provide engaging content.
Monitor and measure your social media activities There are lots of tools -Twitter analytics, Hootsuite, Klout to name a few.
Keep track of every Twitter mention and respond to them promptly.
Keep the tone of your @replies friendly, even when someone takes a shot. Be calm and try to solve the problem. Personalize the tweeter’s name in your @replies even if the mention is not aimed at getting a response from you, and acknowledge the feelings or opinions of the tweeter.
Yes it takes some work.
Some of the best at engagement.
With more than 2.8 million followers, Adidas Originals does a great job in tracking their brand mentions and replying to every tweet that gives opinions or feedback on their Twitter posts or products.
Delta Airlines and Samsung USA have Twitter pages dedicated to customer support.Customers receive prompt help via @replies to product queries.
Coca-Cola has one of the most popular Twitter pages with more than 3 million followers. They make a tremendous effort in acknowledging the tweets with personalized @replies.
Nike with 5 million followers and Starbucks with almost 10 million both excel at engaging their customers even more with @replies that are very down to earth and of a much friendly tone.
Yes, big brands with lots of staff. The point is engaging customers works. Consider your resources, get to it and measure the return.
Also have a look at Reasons Why Your Followers Aren’t Engaging with Your Tweets.