Social Media Interaction & Response Guide Best Practices

As your social media following grows, your various platforms will generate leads. The engaging and valuable content you share online will pique their interest, prompting them to learn more about your products and services. Social media communication differs from oral communication because you can’t gauge clients’ emotions through their voices. It also differs from email communication, as it’s typically more formal and less direct. A staggering 82% of adults in the United States admit to consulting online customer reviews before making their initial purchase, with 40% stating that they always or almost always rely on reviews when buying products online. This highlights the significant role that reviews play in shaping consumer decisions. Here are some key tips to remember when engaging with customers publicly or privately on social media:

Utilizing the Proper Tone on Social Media: 

In the digital era, the age-old adage “the customer is always right” holds truer than ever. A single unsatisfactory Direct Message (DM) can go viral and damage a company’s reputation irreparably. Once something is posted online, it becomes nearly impossible to remove it completely. Even if you delete a post, there’s no telling how many people have screenshotted, copied, and shared it, ready to use it against you in the future. To mitigate these risks, keeping social media interactions concise and swiftly transitioning conversations away from the public eye is crucial.

Do’s and Don’ts when engaging with Social Media:

Do’s:

It’s crucial to consistently follow up with your customers to ensure you have effectively addressed their questions or concerns. This demonstrates your commitment to retaining them as valued customers and your genuine concern for their needs. Moreover, it conveys your genuine interest in engaging with them and fostering meaningful interactions.

Prepare a template for various scenarios to enhance response time while investigating issues. Having a pre-determined response for predictable problems like late arrivals, damaged items, or incorrect shipments allows you to acknowledge the customer promptly and gain additional time to find a resolution. This approach ensures efficient communication while ensuring that the problem is addressed effectively.

Empathy is crucial. We’ve all experienced poor service at some point, so it’s important to understand how a customer might feel. When customers come to complain, they often share the backstory of why the product they ordered is important and how its delay or defects have affected them. If you encounter a customer like this, try putting yourself in their shoes and consider what you would want to hear to feel better about the situation.

Don’ts:

It is crucial to always respect a customer, particularly if they have repeatedly attempted to contact you. Ignoring them may only motivate them to share negative reviews about your business, which could discourage potential clients. If multiple customers find themselves in similar situations and unite, it could harm your online reputation.

It is important to avoid becoming emotional or overly prideful when dealing with customers. While it is true that customers can sometimes be misinformed or even wrong, it is crucial to remember that a business relies on satisfied customers to thrive. Just one dissatisfied customer has the potential to tarnish the reputation of the entire business. Therefore, setting aside personal pride or anger and genuinely addressing a customer’s frustrations is essential. This is particularly important when engaging with customers publicly, outside of direct messages.

It is advisable to refrain from directly contradicting or engaging in back-and-forth customer exchanges, particularly on public platforms like social media. Engaging in such interactions often leads to a negative perception of the brand, even if the brand is technically correct. Customers tend to side with each other, especially if they have had similar experiences. Mistakes are bound to happen; they are an inherent part of life. Occasionally, customers may accuse you of actions beyond your control. This is why it is crucial to maintain detailed records and documentation to present to customers in case they need clarification. With this evidence, if a customer attempts to damage your reputation, you can publicly share the facts to demonstrate the honesty and integrity of your business. While an angry customer may persist in arguing, they will ultimately lose a battle against reason and logic.

Why the AD Leaf?

We specialize in developing comprehensive social media strategies that boost your online visibility and drive traffic to your website. Our dedicated team collaborates with you to identify your target audience and create engaging content tailored to their interests. We also assist in monitoring and responding to customer feedback, ensuring meaningful engagement with your audience.

Our Social Media Marketing Services are flexible and scalable, catering to businesses of all sizes and budgets. Whether you’re just starting or aiming to elevate your social media presence, we’re here to help you succeed. Don’t hesitate! Get in touch with The AD Leaf ® today to discover more about our social media marketing services and how we can propel your online business growth. Call us at 321-255-0900 or visit our website to schedule an appointment.

Isn’t Social Media Just Regular Marketing On An Online Platform

Isn’t Social Media Just a Regular Marketing Online Platform?

Marketing is an essential component for any company that wants to achieve long-term growth and success, regardless of their focus or the product or service they offer. You may have heard people say that social media marketing is just like traditional marketing but on an online platform. While there are similarities between the two, they also have some critical differences. Both traditional and social media marketing aim to create brand awareness and engage your audience. However, they have different practical applications and unique features that set them apart from each other.

Traditional Marketing:

Traditional marketing is the more established of the two because it has been around since before the late 90s when online access was not as prevalent. According to the Harvard Business Journal, “two fundamentals, knowledge-based and experience-based marketing, will increasingly define the capabilities of a successful marketing organization.” 

We have become accustomed to traditional marketing and can easily recognize its various forms. Who can forget the bright lights of Times Square and the endless array of billboard screens? Even the grocery store checkout line has become a place for famous faces to catch our attention and entice us to buy magazines with sales pitches on the pages. Watching TV with our families has become a tradition that includes memorable and mundane ads that are woven into the experience.

Points of Traditional Marketing to consider:

Traditional marketing is characterized by one-way communication, which involves delivering visual and audible sales pitches to the audience with minimal interaction. This type of marketing is generally impactful and often entertaining, providing a memorable experience. Although infrequent, it offers a tangible start-to-finish journey. Examples of traditional marketing include but are not limited to murals, billboards, bus/taxi/semi-truck wraps, posters, magazines, newspapers, flyers, window displays, signage, TV and radio broadcasting, direct mail, and telemarketing through phone and text messages.

Social Media Marketing

Did you know that as of July 2021, 295 million people were on social networks across the US? That is about three-quarters of our country’s population! Even Grandma has an account on Facebook. Instagram, as well as Facebook and Twitter, are experiencing rapid growth and will continue to in the coming years.

Social media lives up to its name. Social media marketing operates through online platforms, which are becoming increasingly integral to our daily lives. With millions of people using social networks in the US alone, these platforms have become an important tool for connecting with others and creating communities based on shared interests and beliefs. Brands must now compete for attention alongside personal updates, which makes it crucial to understand concepts such as engagement, reach, and impressions. While it can be challenging, social media presents an unprecedented opportunity for brands to connect with audiences in new and exciting ways. In today’s world, brands need to compete not just with each other but also with personal updates shared by people on social media. From pictures of cute grandkids to engagement announcements, there’s a lot of personal news that is vying for people’s attention. This new reality has made it challenging for brands to stand out, but it also presents a fantastic opportunity for them to connect with audiences in a more personal and engaging way.

Points of Social Media Marketing to consider:

In today’s fast-paced world, it’s not enough for brands to simply compete with one another. They need to actively engage with their customers through consistent communication and build brand loyalty by showcasing their values and credibility. Social media platforms, such as Facebook, Instagram, LinkedIn, Twitter, and Pinterest, provide brands with an easily integrative way to reach their targeted audiences. By strategically utilizing the unique tools and audience preferences of each platform, brands can create a more personal and engaging connection with their customers.

Staying ahead in the social media game is no easy feat – the landscape is constantly shifting with new trends, platforms, and marketing strategies emerging. However, the payoff for brands that get it right is immense – building dedicated, long-lasting relationships with their audiences like never before. The key to success lies in creating organic content that is relatable, approachable, and authentic. This takes a combination of innovation and consistent engagement with your audience and followers. The brands that excel at this are the ones that truly stand out in the crowded social media sphere.

 

Beyond being social…Why The AD Leaf Marketing Firm?

As we all know, digital marketing comprises various avenues beyond social media. While having a robust social media presence is undoubtedly beneficial, it’s not the only option available for businesses to promote their brand. When someone wants to learn more about your brand, they’ll most likely head to your website. However, social media is an excellent tool to increase your search engine rankings and generate leads. That being said, a comprehensive digital marketing strategy should go beyond social media alone. As our Director of Operations reminds us why social media should be part of your digital marketing arsenal, but it shouldn’t be the sole driving force. After all, who doesn’t want to maximize their brand’s potential, after all?

At the AD Leaf, we pride ourselves on being an innovative digital marketing agency. Our team is dedicated to developing meaningful campaigns that build long-term connections on behalf of the brands we represent. We understand the importance of social media in today’s digital landscape and strive to incorporate it into our comprehensive digital marketing strategies. If you’re interested in staying up-to-date on our latest projects and industry insights, feel free to follow us on Facebook, Instagram, TikTok, and LinkedIn. We look forward to connecting with you!

5 Reasons Why Social Media Management is Worth the Investment

Picture this; you have the permits, license, and name registration ready for your new business. Your product or services are ready to be purchased by your target audience, your website is launched, and your social media platforms are created… You have it all ready to go, right?. Not quite.

It’s time to invest in social media management! Your presence online is not only to have a website, an Etsy shop, and a couple of social media platforms. You must dedicate time, energy, and money to create a consistent strategic message that reflects your business in all aspects. 

Still not convinced about the investment? Let’s break it down into five reasons why you should invest in social media management:

 

  1. Social media is perfect for redirecting traffic to your website.

If your goal is to have more traffic to your website, then social media is essential. Let’s put it simply, SEO is like the highway. Social media is like road signs to guide people to your website; you can track this using metrics and statistics and even incorporate google analytics into your reports! Because you ARE taking a look at the monthly reports, right?…

 

     2. Social Media Reports:

Do you know how to read the metrics for your different social media platforms? Do you know what awareness, impressions, reach, ROI, and KPI mean for your business? Do you know how to translate that into a strategy to elevate your business?

If you answered “No” to any of these questions, you need help in social media management!

Social media metrics can provide detailed information about your followers and your target audience. With this data, you can create an effective social media strategy that takes into account their social media habits and how they interact with you. Additionally, social media metrics can give you insights into overall brand sentiment. By understanding what people are saying about you online, you can take steps to improve your reputation. In short, social media metrics are essential for any business that wants to succeed online.

 

     3. Chances are that your audience is present on one or more social media platforms!

Social media is great for engaging with your audience but is also an amazing tool to help your clients and provide customer service. They also expect solutions and useful information on your platforms, so it’s important to include tips, FAQs, and “how to” related to your industry, products, or services.

You also have to make this type of content eye-catching and trendy to stay current and give your audience a reason to interact with you!

 

    4. Social media influences buying behavior.

The power of social media is undeniable. According to a recent poll by Harris Interactive, 68% percent likelihood that Millennials will purchase something after seeing an advertisement or shared content from a friend, family member, or their favorite influencer on their go-to platform!

 

    5. People are likely already talking about your brand on social media.

You can participate in conversations about your company, brand, or product by setting up Mention alerts. You’ll be able to monitor all of the latest discussions related to these topics on social media platforms like Facebook and Twitter, where there’s a high chance that potential customers may have already discussed their thoughts regarding them!

 

A strong social media presence is essential for any business that wants to stay relevant and competitive in today’s market. But with the ever-changing digital marketing landscape, it can be difficult to keep up with the latest trends and best practices. That’s where our team at The AD Leaf comes in. We are social media specialists who are passionate about helping businesses grow. We will work with you to develop a personalized social media strategy that will help you achieve your goals. And because we stay up-to-date on all the latest changes in the social media world, you can rest assured that your campaigns are in good hands. So don’t stress out about your social media marketing – contact us today and let us take care of it for you!

3 Common Issues with your Social Media

3 Common Problems and Solutions for Your Social Media

Preach it! Social media is first and foremost; what? Social! Second, it is layered and complex.

Often small businesses, companies, and brands jump online with great enthusiasm. They gather their product photos and service videos and fill in those ‘about’ sections. Then it’s on to writing captions, tweets, and figuring out what hashtags are for.

Social Media presence? Check!

 Everyday struggles and misunderstandings we often hear:

  1. “But I have 6,000+ followers; how come no one is coming into my store?”

Problem:
Generally, the first question is ‘How did you attain said followers?’
Then the next question is, ‘when was the last time you saw them engaging with your content?’ 

We often ask, ‘who is your target audience?’ And you can’t just say ‘people who want to come to my store.’

Worst case scenario:

  • You bought those followers.
  • They have never engaged with your content.
  • You don’t understand what a target audience is.

If this is you – you don’t have to feel embarrassed. You are not alone. These are widespread issues. 

Solution: Here is a metaphor for you. Imagine you drop by a networking party, and everyone there is on your follower list. The location is your business, whatever that may look like. People are all in the same room but gathered in groupings according to shared interests and for this scenario, let’s just say you only have 15 minutes to spend there. 

 Ask yourself:

  • Are my friends and family there? If not, have you invited them? – Invite your friends and family to like and follow your social media platforms. They can often be your biggest advocates!
  • Are people there because they want to be? Essentially are they being paid to be interested in you? This is why fake followers or bought followers are not that great. At first glance, it looks like you are popular. But, we all know that popularity contests are not always what they seem. People will read the room, and it will soon become evident that no one is interested.
  • Do I want to make an announcement to the whole room OR have a few brief, poignant conversations with a few of those that have decided to show up? Think about what would grow deeper connections at this moment, keeping each individual connected. Sometimes that is sending a private direct message on Instagram to a new follower. “Thank you for following!” or share a post about the most recent charity your company is an advocate for supporting. Better yet, answer the most common question everyone seems to have when they call your location.
  • There are so many genuine ways to interact with followers in a personalized way that keep them as followers, keep them engaged, and eventually lead them to your store. Loyalty is built moment by moment and post by post, not all at once.

2. “I keep getting private messages in my Instagram offering to repost my content, or an account has offered to help me grow my follower count multiple times.”

Problem: The only comments you are getting are from these random accounts that seem to have thousands of followers, but they are all very obscure and odd.

Solution: Ignore and delete them. Most of those “dm us for (blank)” are scams. These scenarios should always go without saying – If someone is offering you something for free on the internet – ask ‘what’s the catch?’

3. Post Frequency:

“Our team posts every day! Sometimes 3 or 4 times a day. Why doesn’t anyone interact with our content?”

Our response: Please tell me you mean to say you are posting your stories on Facebook or Instagram. Otherwise, you are inundating your audience and crowding their news feeds. Many of them that continued to follow may have likely hidden your content to get a break. 

Or, on the other side of the spectrum – “I post maybe once a month or two, at least to let people know we have sales. But we don’t have many followers.” Usually, this is followed up with “I just don’t have the time to post that frequently.”

Problem: We get it. The world of Facebook, Instagram, Twitter, Pinterest, LinkedIn, and TikTok is becoming more layered and complex to navigate with every phone and App upgrade. No wonder there are college courses and specialized fields made for it. 

Solution: For small businesses, at the very least on most platforms, you should be sharing content four times a week. Each piece of content should have the goal of brand awareness and engagement. Note: Not just promotions or calls to action. 

Can you see the common thread?

In the Social Media world, you cannot talk at your audience or show up when it’s most convenient. Most of your audience is not ready to buy. The goal of your social platforms is that when they are ready to buy, your brand is at the top of their minds. There is a lot to know, much to learn (always), consistently so much to do. 

If you see these 3 common social media issues and say “that’s me!” or you are doing your best to conquer these mountains and still not seeing results – you know whom to call! We got you covered! With our broad scope of social media professionals here at The AD Leaf, we’d be delighted to serve your company through your social media platforms. Don’t have them yet? We can advise you on the best ones to use and set them up for you. We can do your Facebook, Instagram, LinkedIn, Twitter, TikTok, and more!  Let’s collaborate to see your platforms, rise, come alive, and thrive! Give us a call at (321) 255-0900, or complete our contact form.