Businesses are unique, yet modern companies have one thing in common: the use of social media. With Facebook and Twitter by your side, the business can speak to customers directly and increase awareness of the brand. Oh, and don’t forget that it’s an awesome customer service tool, too. Yes, the pros are valuable and wide-ranging, but only if you have the right tone. Far too many enterprises have the wrong voice when they engage online and it harms their bottom line. If you don’t want to follow the same path, it is vital that you find your voice. Here are some tips that can help.
Decide How You Want To Interact
The first port of call is to decide how you want to engage with your followers. In the past, businesses have taken the formal route because it was the done thing. Nowadays, it is possible to be a lot more informal and casual thanks to the different social media platforms. If this voice appeals to you, you should try and come up with a framework where the company gets to show off its lighter side. It might be a joke or a weekly competition, but it should be obvious to your target base.
Don’t Be Rude
Speaking directly means the conversation is bound to be less formal. Still, you shouldn’t let this lure you into a false sense of security. Consumers like to have a joke and a good time, but of course they don’t want to be disrespected. Whichever voice you choose, make sure it is polite and non-offensive by following this list: 22 Things You Should Never Say To Customers. There is no better way to alienate your base than to hurt their feelings.
Consistency is important for customers, but it is also essential for the business. Of course, people want to see the same features which drew them to your profile in the first place. Quite simply, you are using social media to solidify your brand. From the firm’s point of view, it is much easier to get into a routine if you are consistent. So, by keeping the framework of the voice the same, it should become second nature.
Ask The Right People
If you are a novice in this area, you shouldn’t be doing it alone. DIY is useful in small amounts, but it is only going to make the situation worse in this case. Rather than trust yourself, you should use resources like https://ignitedigital.com/service/community-management/ to fill the gaps. Professionals will use their skill and experience to flesh out a voice and show you how to put it into practice. Once they give you the structure, you can follow it to the letter.
Analyze The Results
Just because the company has a voice doesn’t mean it is going to work. The truth is that it might not resonate with the public, in which case it needs changing. The only way to know whether your social media voice is effective is by checking the data. Analytic software should track the number of leads you generate from your social media profiles. When the number is low, it is a sign that your voice isn’t gaining traction.