Social mentions: What are they and why they’re important for your social media strategy.
When creating a social media strategy for your brand, there are two things you want to focus on – how you’re talking to your customers, and how you’re getting them to respond.
(Article by Chloe West on www.sproutsocial.com 14 January 2020)
Getting your audience to engage with you on social media is just as important, if not more important, as your messaging and promotional strategies within your content. Ensuring that your audience is talking about your brand online, responding to your content and interacting with your community is key to a successful social media strategy.
All of this buzz surrounding your brand online is called social mentions. And having a plan in place on how to handle these social mentions is essential.
What are social mentions?
Social mentions include any mention of your business on social media. Tracking all of your social mentions – not just the ones directly tagging your business online – and responding to them accordingly helps to build brand trust and loyalty with your audience.
Why are social mentions important?
To put it simply, when people talk about your brand, they’re spreading the word that it exists. If their feedback is positive, this could lead to new customers and more revenue generated.
On the other hand, if their feedback is negative, and you’re not tracking these mentions to find and resolve the problems, it could result in a poor reputation amongst that customers’ circle.
Whether you like it or not, people are talking about your business online, and you want to be sure you’re on top of those conversations so that you can respond and further engage your audience.
How to respond to your social mentions
Each time you find a mention of your business on social media, you should make an effort to respond to it. You’ll have an opportunity to interact with people who are already aware of and interested in your brand.
- Sharing product photos
- Providing feedback
- Sharing a bad experience
- Asking for help
- Mentioning your brand in an article
Tips for responding to your social mentions
- Respond quickly.
- Stay positive.
- Move the conversation to a private setting (ie. use the DM function)
- Know when to stop responding.
- Turn the conversation around.
How to track your social mentions
- Create a hashtag for your customer to use in their social posts.
- Search for your business name on each platform.
- Set up social monitoring with a specialist provider (eg. Sprout Social)
- Use social listening
Read the full article here