5 Ways to Offer Social Customer Service With Facebook

social media how to Are you answering customer concerns on Facebook?

Is offering social customer service important for your business?

Facebook is the number one social channel so it’s likely to be the first line of contact for your customers, for both praise and complaints.

Answering your fans, owning up to your mistakes and keeping your fans in the loop go a long way to building trust.

Read on to discover five tips that will make you a customer-service superhero on Facebook.

#1: Answer Quickly

If you have a dedicated customer support department, the team probably has a process in place that works well in traditional channels (for example, a guarantee to respond within 24 or 48 hours).

But on Facebook (and Twitter) if you let that much time go by before responding to customer inquiries or complaints, you do so at your peril. In the social media world, two days feels like two weeks!

postplanner customer service update

Post Planner often responds to customer questions and complaints within minutes or a few hours.

If you have a staff member who is monitoring your Facebook page throughout the day, it should be easy to respond to issues fairly fast. But if you’re a one-person operation, and it’s all up to you, you might have to set reminders to check your page a couple of times a day — first thing in the morning, early afternoon and once again in the evening.

My friends over at Post Planner do a really good job of keeping an eye on things (notice just how quickly they respond to questions).

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5 Ways to Combine Twitter Scheduling With Real Time Activities

social media how toIs there an easy way to engage with people in real-time while balancing Twitter scheduling needs?

Do you know when to schedule your posts to best reach your followers?

Are you looking for ways to join in discussions with real-time posts?

In this article, you’ll discover how to use both scheduled and real-time social media posts in your social media strategy.

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Find a balance between real-time and scheduled social media updates. Image source: iStockPhoto.

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How to Use Social Media to Promote an Event

social media how toAre you wondering how to promote an event with social media?

Whether you’re planning a small local gathering or a large conference, social media can be used to get the word out in a powerful way.

In this article I’ll reveal seven creative ways to use social media to increase your chances for a gangbuster event.

Start With a Marketing Plan

The first thing you need to do is develop a high-level marketing plan. This will include answering the “who, what, where, when, why and how long” questions for your event.

Check out this video on how to create a marketing plan.

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Visual Social Media: How Images Improve Your Social Media Marketing

Do you use visuals in your social media marketing?

Are you wondering how you can use images to take your marketing to a whole new level?

To learn about visual social media, I interview Donna Moritz for this episode of the Social Media Marketing podcast.

More About This Show

Social Media Marketing Podcast w/ Michael Stelzner

The Social Media Marketing podcast is a show from Social Media Examiner.

It’s designed to help busy marketers and business owners discover what works with social media marketing.

The show format is on-demand talk radio (also known as podcasting).

In this episode, I interview Donna Moritz, who is a social media and visual marketing expert. She’s also the founder of Socially Sorted, a blog designed to help small businesses achieve more with visual social media.

Donna shares the importance of visuals in your social media marketing.

You’ll discover the types of images that work best and the tools you can use to create them.

Share your feedback, read the show notes and get the links mentioned in this episode below!

Listen Now

You can also subscribe via iTunes, RSS, Stitcher or Blackberry.

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How to Analyze Your Social Media Activities With Excel

social media how toAre you looking for a way to analyze the impact of your content?

Do you need a simple system that works?

If you don’t have the budget for expensive software, spreadsheets and a little of your time can produce some useful data.

In this article I’ll show you how to analyze the engagement and impact of your social media posts using Excel.

Why Analyze?

No matter the size of your business, when it comes to social media you want to build two things: engagement and community.

To ensure that you deliver great content that resonates with your fans and followers, you need to track, test and measure the posts you put on your social networks.

It’s really that simple.

Here’s how:

#1: Build Your Spreadsheet

To begin, open Excel and create 14 columns that will contain the following categories to incorporate all of the information you need on your social media updates and posts:

  • Date
  • Network
  • Categories
  • Subcategories
  • Target
  • Calls to action
  • Meta-tags
  • Posts
  • Impressions
  • Comments (replies)
  • Likes (favorites)
  • Shares (retweets)
  • Clicks
  • Total engagement
categories-columns

An example spreadsheet (target, meta-tags, posts and impressions hidden).

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Four Steps to Achieving Your Social Media Goals

social media how toAre you wondering how you’ll achieve your social media goals this year?

Do you feel as if you’re spending lots of time on social media with little direction and few results?

In this article, I’ll show you how to streamline your social media marketing to achieve your goals.

#1: Set Realistic Goals for Your Business

When you set goals for your business, set one realistic goal that’s measurable.

For example, if you own a local flower shop and you sell 20-25 flower arrangements per day, try starting off with a goal of selling 30 per day.

Adding an extra 5-10 sales a day is certainly more realistic than adding 30.

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Your strategy starts with goals. Image source: iStockPhoto.

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How Brands Can Leverage Holidays for Their Social Campaigns

social media how to Do you plan marketing campaigns around major holidays?

Do you need ideas for your 2014 holiday social media marketing?

From Valentines Day to Easter and beyond, holidays are an important time for brands to engage customers and promote products in new and exciting ways.

And holiday-themed storytelling is an especially great way to build and cultivate a growing and engaged audience.

Here are four ways brands use social media to create and promote holiday campaigns throughout the year.

#1: Show the Fun Side of Your Brand With a Holiday Vine

Because Vines show up in Twitter’s main feed, they’re eye-catching and easy for people to share across Twitter and Facebook. Marketers have been quick to adopt Twitter’s 6-second video looping app to show a lighter and more creative side to the brands they promote.

Home improvement store Lowe’s used Vine to animate everyday household tools to look like bursting fireworks and wish their followers a happy 4th of July.

lowes-holiday-vine

Lowe’s has used Vine in a number of ways to reach their followers.

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31 Must-Read Social Media Marketing Articles

social media reviewsAre you looking for rich and insightful blog posts to boost your social media marketing?

We asked our writers to share their favorite social media blog posts.

What follows is a gold mine of content you can apply to your marketing in 2014.

#1: Enlarge Your Digital Footprint for More Effective Online Marketing

andy-crestodina

Andy Crestodina

I love this post by Barry Feldman because it emphasizes content promotion (which is all-important) and includes a comprehensive list of specific actions.

It’s a great overview for beginners. But the pros may also find a few tactics they aren’t using.

enlarge-your-digital-footprint

Enlarge Your Digital Footprint for More Effective Online Marketing.

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5 Ways to Grow Your Email List With Social Media

social media how to Do you want more email subscribers?

Are you looking for ways to move social media fans and followers to your email list?

In this article, I’ll show you 5 ways to use social media to build your email list.

Why Email?

At least 91% of consumers check their email every day.

One of the most heavily used communication channels to date, email marketing is considered the third overall most effective channel for lead generation for marketers in 2013, producing 13% of all leads.

To grow your email list, there are ways you can make use of the engagement you have with your social media audience to turn your followers into subscribers who’ll become long-term customers.

Here are five tips:

#1: Use a Simple Sign-Up Form

Businesses of all sizes should set up a simple email sign-up form on their social channels to make it easy for your most invested fans to easily subscribe to your list.

On Facebook, dedicate a tab at the top right-hand side of your page for an email form. Then, people simply have to click on the icon to visit the sign-up form.

Make sure to use an image and call to action in this tab to incite people to click and subscribe.

email-signup-tab

This tab can live at the top right of your Facebook page to make it easy for fans and non-fans to subscribe to your list.

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