Excellent point of view.
A slim 36% of social media users trust brands that have a social media presence more than brands that don’t. Facebook recently began testing private messages for pages, which would give brands the opportunity to actually respond to consumers in a private message rather than a public wall post. How you talk to consumers and customers on social media is just as important as your overall social media marketing strategy.
If there is one point that I try to hammer home to my clients it’s that social media is a conversation and much of that conversation revolves around the needs of one person who may have a problem, comment or question about your product or brand. The worst thing that brands can do is to respond with “corporate speak, usually prepared by their PR department. Consumers are tired of being ignored and want to have more input into brands they allow in their lives. Is this true for all brands ? Of course not. I mean take a quick look in your pantry and tell me how many of those brands you want to have a relationship with ?
As an article in Inc. recently said “Just because you don’t understand social media doesn’t mean you should forfeit all common sense and hire your niece, nephew, or any other recent college grad (say, your best friend’s sister-in-law’s kid) because “they’re really good on Facebook.”
You need a social media community manager who is a people person, can solve problems, listens well and knows how to talk to people as the voice of your brand. That’s person is not easy to find yet way too many brands will spend a lot of money on a great looking facebook page only to put someone in charge who doesn’t know or understand how to talk to consumers.
(Via New Media and Marketing)