Social Media Imitates Art

 

A roll of 35mm movie film

What’s your favorite movie?

I love Remember the Titans. It has the perfect blend of inspiration, humor and entertainment. Your favorite movie probably makes you laugh, think, act, or all of the above. Everyone has a favorite movie, and while our movies are different, we like them for the same reasons.

If you’re the manager of a social media network, think of it as a movie. Are you making your followers laugh? Are you making them think? Are you causing them to act? If not, it’s time to readjust your efforts. The smallest changes can make a big difference. You may need to change your content. You may need to change the times you post. Or, maybe you just need to add attention-grabbing images to your post.

I don’t want to pressure you, but you’re the director/producer/writer of the movie. OK, I do want to pressure you a little, because pressure is a good thing. With so many movies out, how will you get people to like yours? The reason someone likes your social media network is no different than them liking their favorite movie. Be funny, inspiring, entertaining and honest.

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Why I Have No Blog Posts

I will have no blog posts this week, but I have a very good excuse. Normally, I spend my weekend writing blogs for the following weeks. This weekend was spent taking chances on slot machines and indulging in free cocktails at the Coushatta Casino Resort. This was my first time at the Coushatta, and my second time at a casino. It was a nice getaway, but I think I’ll stick to my natural talents. Gambling isn’t one of them.

My goal this week is to finish my social media e-book which will be available on my website. I’ll keep you posted on that. Anyways, I hope everyone has a great week!

 

 

 

 

My Worst Experience!

Scene Clapper

Back to the topic of customer complaints on social media. In To Delete or Not Delete we discussed the positive impact responding can have on a company.

Now, I want to see how you will respond. I will play the role of the customer posting on your company’s Facebook wall,  and I want you to comment your response in the comment section.

“I go to your store all the time, and I’ve never had such a bad experience as today. The cashier Laura, refused to give me 40% off of my purchase because my coupon was expired by one day. I loved the outfit so much that I decided to buy it. After going home to show off the outfit to my husband, I found a huge ink stain on it. I took it back to your store and guess who refused to return it? Laura said that she couldn’t return items that had been worn and damaged. I will never go to this store again, and I highly recommend for others not to.”

If you’re like me, you probably want to respond with some asterisks and other characters. We’re professionals, so you have to keep it censored. So, tell me your respond in the comments below. 1, 2, 3, Go!

To Delete or Not to Delete: How to Handle Customer Complaints on Social Media

Customer Complaints on Social Media

So, you’ve landed your first big social media client. It’s your first day managing their social network pages, and you begin posting. You’re excited at the number of shares and likes you receive. After taking a break from monitoring the page, you decide to log-in. You’re greeted with 5 notifications.  It’s a very unhappy customer complaining about your client’s services and products. To add oil to the fire, her supporters appear voicing their negative opinions. What’s a girl(or guy) to do?

Often, we are so consumed with social media content that we forget the other roles of a social media manager. A mediator and customer service representative are two of the many roles. When faced with whether to delete or keep a negative post, I keep it. It is completely up to you and your client, but here’s how I see it.

We live in a world where the bad receives more attention than the good, and your audience is waiting to see how you handle it. When someone posts a negative comment on social media, it is not a problem. It’s an opportunity. Will you be defensive? Will you be rude? Will you ignore the comment? Will you display concern? How you respond to the comment is way more important than the comment itself. Customer complaints should be handled the same way online as offline.

We’ll touch more on this subject later this week!

My Top 3 Social Media Resources

Social media is no exception to the saying  “practice makes perfect,” but there are many times where I turn to people who have already done the practice and perfected it.

If you need a course in Social Media 101, here are three great teachers:

Amy Porterfield: Amy Porterfield is not your typical social media expert. She is a business-minded woman who branded her name from the ground up. She knows what works on Facebook, and she is excited to share it through her free webinars or paid program, FB Influence. It’s a challenge for me to sit still for more than 20 minutes, but Amy makes learning fun and conversational.

Social Media Examiner: Social Media Examiner was my very first social media resource, and I was hooked after I discovered it. I just couldn’t resist those social media tips delivered right to my inbox. If there is any news (big or small), you will be the first to know about it thanks to the examiner.

HubSpot: I have a collection of social media ebooks from HubSpot about the ins and outs of social media. They understand the power of the word FREE, and they give out valuable resources. I highly recommend following them on Facebook and becoming an email subscriber so you don’t miss out on good information.

Experimenting is a huge part of social media, but there are experts in the field who can offer good advice.  Hope you find these three resources as helpful as I do!

How to Get People to NOT Like You

 

Social Media Management

I remember when I first graduated college, and I would drag myself to networking events. I would spend time talking to a few people, and there were some instances where I wanted to run for the exit. There one was girl who bored me to death for three reasons:

  • She only talked about herself.
  • She assumed I really cared about her life story.
  • She obviously did not respect my time.

Based on this first impression it would be safe to say that I did not like her. Technology complicates things, but whether you’re online or offline the same rules apply. If she was a social media page I wouldn’t “follow” or “like”. If your social media page has these traits, most likely people won’t “follow” or “like” you.

Selfish: There’s this rumor going around that social media is all about a brand informing customers of who they are. NEWS FLASH: Social media is not just about the brand. If your fans don’t feel like they’re being involved in the conversation, they will leave.

Conceited: Say yes to confidence. Say no to conceited.  I cannot appreciate a page that is too prideful to accept constructive criticism or feedback from customers. While managing social media for a restaurant, I posted a picture of what I thought were delicious fried mozzarella sticks. People started commenting “what is that”, and I even had one lady who said that it was a horrible picture. A part of me wanted to scream “who asked you”, but I remembered how important it is to be open to feedback. Can you guess what I did? I immediately deleted the picture.

Boring: There are many people(including me) who are easily bored. How will you keep my attention on a social media page? Ask me questions! Let’s play trivia or fill in the blank! Blow my mind with great images! Please just do something other than talk about yourself.

What turns you off from social media pages?