Even though brands are the +1 at the social media cocktail party, it still makes people feel great to be acknowledged by a business. A few years ago, it made people feel great because it was like being mentioned by a superstar. Who wouldn’t want Nike to reply to them publicly!?
Today, customers (you, me, your parents) expect that brands respond to our public
complaints comments. A response is no longer that special.
Here’s where the opportunity is for your business.
Be Different By Taking Time to Respond… with Video
Customers are posting about your brand, whether you like it or not. They’re sharing the good, the bad, and the ugly. What matters most is that you acknowledge your customers.
By responding to your customers, you are already showing that you care. It’s a small gesture that requires an empathetic person to monitor and respond appropriately.
However, you can take that experience and amplify it even further!
Here’s your challenge for the next month: When someone @mentions your company on Twitter or Instagram, show how much you care about their comment by responding with video.
You don’t need to make a huge response, it doesn’t need to be overdone or produced, but it does need to be authentic. The 5 extra seconds it takes to make a video response demands respect because time is a most valuable commodity today.
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