The internet is a savage and unforgiving place at times. Social Media Pitfalls Businesses is undoubtedly a double-edged sword for businesses; it certainly has allowed more targeted marketing and better engagement with customers, but it is also known to be volatile.
A single negative opinion, for example, stokes the flames of a social media fiasco. Whether the opinions are based on fact does not even have to matter; the effects will be the same. Your business will be negatively affected in more ways than one.
As such, we have created this list of the most common mistakes businesses make on social media, compiled by the best online reputation management professionals. With no further ado, here are the pitfalls your business should avoid when it comes to social media:
1. Taking too long to reply
People expect to be engaged in social media, whether it is a positive or negative response. The latter, of course, is more important, but forgetting to reply or taking hours to is a surefire way of annoying customers. They might end up feeling ignored or undervalued, which can spark negative opinions about your brand and service.
2. Responding poorly
Even if the customer is being rude or misusing your product or service, you must respond in a constructive manner. Even if the complaint is falsified or stems from a misunderstanding, a negative response might hurt your brand. Be positive, constructive, informative, and professional about your responses.
It might also be tempting to delete comments that are baseless and unconstructive, but this has been known to result in negative press. Customers might approach your brand with suspicion if you are seen to handle complaints by hiding them. It can even lead to problems with the Better Business Bureau if handled incorrectly.
3. Using social media solely for promotion
Social Media Pitfalls Businesses is more than just an announcement page for your business. After all, it is social media. Your users expect engagement. They expect to be heard when they talk to your business. More importantly, they expect content that interests them.
On social media, nobody will follow you if all you post are ads. More than informing the public about what’s for sale, it is important for the public to get to know the human side of your business. It could be as simple as showcasing your staff on a busy day at work or even just talking about the history of your company.
4. Choosing the wrong person to run your social media
More often than not, the management of social media boils right down to one person. This person should be familiar with the intricacies of online reputation management lest they mishandle social media mishaps or respond incorrectly. At the very least, this person must be well-versed in the company’s offerings and understand its values fully. After all, they are representing your brand; they should be fully capable of doing so.
If you are lucky, you will never have to face a social media disaster. That being said, it is still important to invest in online reputation management. After all, even if you completely avoid these mistakes, there is no telling when the next unreasonable or impatient customer will take the conflict to social media.
Send us at Rephub a message. We are online reputation management experts who have the capacity to take your business to the next level.