What Brands Get Wrong on Social Media

It’s safe to say that successful businesses have a phone number for customers to use and either asocial media tip, engage brick and mortar location or an e-commerce option for customers.  I would guess that almost all businesses answer their phone regularly, answer emails and greet customers who walk through their door.  Excellent customer service!

So, why is it then that when I mention a business on social media, I get crickets? No response, no love, no bueno.

If a business has a Facebook page, Twitter account or any other social media profile…they should treat these platforms the same as they would a ringing phone.  Customers are using social media now more than ever to ask questions, check in, or recommend businesses…but many times businesses are ignoring them.  And quite possibly losing customers in the process.

Social media management is a full-time job for any business but it’s not just a one-way communication tool.  Businesses who are successful at social media management not only post relevant content but they also listen and respond to customers.  If a customer mentions that they are so excited to dine at their favorite restaurant that night…that restaurant needs to respond and thank the customer for being a loyal fan.  It’s not rocket science…it’s customer service.

My company handles social media management for businesses and we make sure that we respond as quickly as possible to customer engagement.  It’s also important to spend time each day on social media to ‘show the love’ on social media.  Each day, get on Facebook, Twitter, Instagram, etc and like posts, tweets, and photos.  Not only will this be good will for your business…but it’s another way to get your business name out there.

Need help on improving your social media engagement?  Here are a few tips:

  • Pay attention:  Seems easy enough, but you need to look at your social media accounts every day.
  • Set notifications: On your smartphone, set your notifications for your business accounts so it dings you when someone mentions you on social media.
  • Use a social media monitoring software: There are lots of monitoring apps but I like Tweetdeck or Hootsuite
  • Hire The Twiggs Group: We are happy to help you manage your social media accounts and not only engage and listen but also help you grow your business with social media promotion.

Just remember, more and more customers are using social media to interact with their favorite brands/businesses…make sure your brand/business is taking the necessary steps to respond and engage with these customers.  Be Social!

Friday Fab Four 11.13.15

Friday Fab FourHappy Friday the 13th! Is this even a thing anymore? When I was younger…during the Friday the 13th movie craze…this occurrence seemed a little more ominous I guess.  Today, it just feels like an ordinary day.

I read so many great articles this week it was hard to just pick four of them…but that is what I must do. Have a great Friday.

  1. 5 Types of Bad Bosses to Avoid~Aaron Hurst {any of these ring a bell?}
  2. 10 Time-Saving Tools for Managing Your Social Media Following~Evan Seto {great suggestions}
  3. Why Today’s Ad Agencies are Reluctant to Call Themselves ‘Ad Agencies’~Patrick Coffee
  4. Young Women are Living with Mom and Dad as if it’s 1940~LA Times {hey, don’t knock it until you try it}

Arkansas Women Bloggers Conference

awbuI have been to many conferences over the years and some I liked and some were a waste of my time…time I can never get back!

The Arkansas Women Bloggers Conference is a conference I love to attend.  My dear friend, The Park Wife, created and organizes this conference every year.  This year will be my 3rd year to attend and I can hardly wait for August 28th to get here!

Not only are there great sessions on social media, blogging, writing and photography…but it’s a wonderful community of women (and men) who support each other.  The conference moves around the state of Arkansas and this year it’s in Hot Springs at the Arlington Hotel.

Blogging is not my full time focus but I do enjoy learning more about how to make my blog better and more influential. This conference helps me.  I manage social media for clients and I love getting in a room with other social media wizards and learning from them…you can never stop learning! This year there will be sessions on periscope and podcasting.

If you would like to attend a conference that is fun and filled with supportive, smart people and learn about blogging and social media…then the Arkansas Women Bloggers Conference is for you…AND there’s still time to register!

Did I mention that Georgia Pellegrini, Rhea Lana Riner and Lela Davidson will be speaking? It’s going to be a great conference.

When Twitter Bites

Have you ever posted something on social media then later regretted the post?  Maybe  you offended someone, misspelled a word or should’ve counted to ten before tweeting about your bad experience at the new trendy restaurant…it happens to everyone.

There are articles written weekly about companies and people screwing up on social media by posting something stupid or insensitive.  I feel like eventually people will learn, but no we are all humans and humans make mistakes everyday.

The NBA Draft was last Thursday and several young men became millionaires and discovered their new team and home city.  It’s a joyous night for these men and their families…hard work paid off and all that.  Most of the draftees are 19-22 years old…very young men thrust into the immediate spotlight.

That spotlight now includes a deep dive into their social media posts.  As Larry Nance, Jr and Bobby Portis learned…tweets from three years ago were found and exposed.

larry-nance-jr-tweet_1qnlbzep51afc19ezlxkvatbbg

Ouch! And guess what? He got drafted by the Lakers…home of Kobe Bryant!

 

And Bobby was drafted by the Bulls!

bobby

 

I’m not sure you could make this up if you tried.  While the tweets are unfortunate for the two players, it’s a reminder to think about what you post on social media. {especially if you plan to play a pro sport one day…the sports gods have a real sense of humor!} Hopefully the rookie hazing won’t be too bad for these two…can’t blame Bobby for being a Heat fan! The other guy might be in for a rough time though.

There’s a small movement of ‘tweet deleters’ who believe you should delete tweets because Twitter is ‘in the moment’ and tweets should not live on…much like Snapchat’s popular platform for vanishing the image after a few seconds.  I can see how this could catch on for tweets.

I can’t remember what I had for dinner last night much less what I tweeted in 2012! Hence why I try very hard to make sure that my tweets don’t come back to bite me in the ass.

Just a while back, someone tweeted me about a tweet of mine from last year; supporting a friend in an elected race.  The person was challenging my support of my friend by retweeting my old 2014 tweet. This is possible now by searching Twitter or using Google search. I’m not ashamed of the tweet but it’s an example of how if someone is looking for something specific, they can now find it in your social media posts.

Remember, you don’t have to run for public office or be a pro athlete to have your social media posts searched…most employers do this now before hiring someone.  So, keep it positive and friendly!

 

 

Put Down Your Phone

FullSizeRenderTrust me, my family and friends won’t believe the title of this blog post…I have a hard time putting my phone down.  But even I admit that there are times when we need to unplug.

Two weeks ago, I was so lucky to attend the Hozier concert in Tulsa.  The concert was at the Brady Theater which is one of my favorite music venues.  It’s intimate and the sound is great.  My good friend Whitney secured us great tickets which put us about 30 rows back but dead center with Hozier himself. He was amazing in person.  I took a few pictures of him but for the most part, I put away my phone and just listened to his amazing voice.

As I was swaying to the music and singing along, (sorry to the folks sitting near me) I was amazed at how many people were more concerned with their phones.  Either taking photos of Hozier or selfies or videos of the concert (is that legal?) or just texting -snapchatting- tweeting-instagramming.  We were in the same room as Hozier, people pay attention! 

This advice isn’t just great for concerts…it’s great for dinner tables, sporting events, car rides, conferences…wherever you find yourself with another human being who is doing something amazing…put down your phone and take it all in.

Friday Fab Four

IMG_5432Happy Friday the 13th! I read a ton of great articles this week but picked the four most interesting just for you!

1. The 29 Most Common Social Media Rules –Kevan Lee {Really good list of rules}

2. 10 Reasons Why Your Personal Brand Sucks–Steve Tobak {Don’t take yourself too seriously}

3. Harried Parents embracing Uber to Move Kids Around Town–Brigid Schulte/Lori Aratani {interesting}

4. ‘Dream Boards” How one PR Exec Lands Big-Name Brands–Hilary Burns {I love a dream board and love that her team meets around their dream boards}

Local Brand Engagement

I just wrote a post about brands who do not respond on social media and how frustrating that can be EurekaPizzaTweetfor the customer.  I found this great example of a local company responding to a tweet.  Here’s what is great about this exchange:

1. The owner of Eureka Pizza, Rolf Wilkin, said “thank you.”

2. Rolf retweeted the tweet with his message, which meant the tweet went out to his followers as well.

3. Eureka Pizza was paying attention!

Social media is no different than face to face interaction…brands need to treat people on social media as they would if they walked in their store/restaurant/law office/bar, etc. Great job Eureka Pizza!

 

Hey Brands, Pay Attention!

megaphone manDo you get frustrated when you tweet or facebook a brand and they ignore you?  I get frustrated too.   Social Media is not a one way street especially for brands. If a consumer tweets a brand, good or bad, the brand needs to respond in some form or fashion.

Many times, I will tweet an article about a brand and tag the brand with a positive congrats or message—–>crickets.  It surprises me every time.  Not all brands, but a lot of them are totally missing the boat.  I’m not saying I need an ‘atta girl’ every time I mention a brand, but a favorite would be nice. According to the Internet Advertising Bureau, 90% of consumers would recommend a brand after interacting with them on social media.  Ninety percent, people! On the flip side, brands fail to respond 75% of the time on Twitter and 85% on Facebook.  This unacceptable.

Look, I’m the first one to tell you that social media management is not easy and I do it for a living.  I constantly stay on top of my client’s accounts all day, every day, so as not to miss a customer interaction.  Brands need a person or team dedicated to this everyday as well.  Social media does not take time off, ever.

The marketplace is so competitive now and brands can’t afford to overlook anyone.  There are brands doing this very well, Southwest Airlines, Garrett’s Popcorn, Chipotle, etc and they have huge social media teams that monitor their social media 24 hours a day.

For those brands who are not monitoring, they are really missing a key component to the B2C relationship.  Consumers are human and they want to be treated like a human being even by a brand. If a brand can accomplish this well, they will build loyalty with the customer.

For those brands spending millions of dollars on ads and marketing…as this article will tell you, it’s about loyalty.  Ads don’t create loyalty. If you want loyalty, thank your customers on social media.

Have you interacted with a brand on social media? Was it a positive or negative experience?

Friday Fab Four

IMG_5432Happy Friday! Are you enjoying the heat wave here in Arkansas? It’s wonderful and I hope wherever you are the weather is nice.  Here are the articles that made the cut this week.

1. A Teenager’s View on Social Media–Andrew Watts {Interesting but not surprising to me because I have a teenager and I already knew that he thinks Facebook is not cool!}

2. Coca-Cola Killed their Voicemail and You Should too–Hamza Kahn {Thank you! I despise voice mail, despise leaving one or receiving one!}

3. Why Social Media Will Never Get the Credit it Deserves–Jay Baer {This happens to me all the time!}

4. The Town Without Wi-Fi–Michael J. Gaynor {I could never live in Green Bank, WV!}

 

Friday Fab Four

image001Happy Friday! I hope you had a wonderful Christmas, I certainly did.  I think we created a new family tradition playing Cards Against Humanity! So much fun.  Speaking of fun, here are 4 fun articles for you to read.

1. Should Social Media be Taught in High School–Jay Baer (Absolutely, yes!)

2. How did Roasting Vegetables become a Thing?–J. Bryan Lowder (If you are not roasting…I highly recommend it!)

3. How to Promote Yourself without Looking Like a Jerk–Dorie Clark (Always tough to do but necessary)

4. 11 Incredible Coworking Statistics That Will Make You Leave Your Cubicle–Jacob Shriar (Yes!)