Does your business have a Twitter account? Hopefully you read our Social Media for SMB’s 101 series and signed up right away! But here’s the thing – having an account and actively using that account are two very different things.
If you think your business can get away with being passive on Twitter, think again. Here’s our top 3 reasons why we think it’s important for SMB’s to actually be “social” on their social networks.
1. To find new fans and turn them into customers
It doesn’t matter what you sell or what services you offer – your potential consumers can be found online. Young, old, computer-saavy or not – the people you want to find are spending their free time posting status updates from their computers and mobile phones.
Twitter recently reported over 240 million monthly active users, with the average Twitter user spending 170 minutes on the site per month. 170 minutes! Want to tap into that conversation? Use Targeting to find the right people, and use your intuition to put out content you know will be useful, informational or entertaining to those people!
2. To receive feedback and help current customers
You may have noticed something about the Internet in the last few years: It’s become a place where people like to state their opinions. Sometimes quite vehemently! Yes, sometimes those opinions or reviews can be negative, but there’s always a lesson to be learned and an opportunity to capitalize on fan engagement.
A few weeks ago I ordered a travel bag from the website Sole Society. Afterwards, I posted this tweet:
After both favoriting and Re-tweeting my update, Sole Society also took the time to send me a personal reply:
I laughed out loud when I saw their response – I love how they included a question to keep the dialogue going, and how they’d included my boyfriend’s account in the same silly way I had done. I told them which bag I ordered and they congratulated me on the purchase. The exchange was over, but my memory of their excellent customer engagement was fresh.
When I finally received the bag, I was dismayed to see a flaw in the product, so I took to Twitter to voice my concern:
Not only did they reply to my tweet within 24 hours of posting, but they offered a quick and easy solution. I contacted the SOS Team and was extremely pleased with my service and the outcome of my issue. Bottom line? Had they not been actively monitoring their Twitter account, Sole Society wouldn’t have had the chance to both engage a new customer and quickly address a negative review.
Use your social accounts as a place where dialogue is welcomed and appreciated – even if it’s not a glowing review! If fans see that you’re willing to take the extra steps to please them, they’ll continue to buy your products and book your services, even if they had one bad experience.
3. To maintain a strong digital brand presence
In 2015, it’s basically non-negotiable for a business not to have an online presence. In fact, many customers judge the quality or trustworthiness of a business by their digital branding, or their activeness on social media. If your business has social accounts (and uses them properly) you have even more chances to “wow” potential customers online!
Use your website as a starting point and work from there. Keep the same colors, images and brand voice consistent across all of your pages. If a customer searches for your business online and finds an outdated website and a Twitter account with the default “egg” profile picture from 2012, chances are they won’t take your services very seriously!
What do you think? Why else is it important for brands to remain actively social on their social accounts? We’d love to hear from you, or to help your business get started on social!