{"id":2841,"date":"2021-11-08T17:23:56","date_gmt":"2021-11-08T16:23:56","guid":{"rendered":"https:\/\/scalarly.com\/marketing-book\/?p=2841"},"modified":"2023-10-01T16:38:49","modified_gmt":"2023-10-01T14:38:49","slug":"social-media-busineses","status":"publish","type":"post","link":"https:\/\/scalarly.com\/marketing-book\/social-media-busineses\/","title":{"rendered":"Opportunities and Threats to Using Social Media for Business"},"content":{"rendered":"\n<figure class=\"wp-block-embed is-type-rich is-provider-embed-handler wp-block-embed-embed-handler wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<div class=\"jetpack-video-wrapper\"><span class=\"embed-youtube\" style=\"text-align:center; display: block;\"><iframe loading=\"lazy\" class=\"youtube-player\" width=\"1100\" height=\"619\" src=\"https:\/\/www.youtube.com\/embed\/HeNJKStED2g?version=3&#038;rel=1&#038;showsearch=0&#038;showinfo=1&#038;iv_load_policy=1&#038;fs=1&#038;hl=en-US&#038;autohide=2&#038;wmode=transparent\" allowfullscreen=\"true\" style=\"border:0;\" sandbox=\"allow-scripts allow-same-origin allow-popups allow-presentation allow-popups-to-escape-sandbox\"><\/iframe><\/span><\/div>\n<\/div><\/figure>\n\n\n\n<p class=\"has-drop-cap\">Social media usage has given both businesses and consumers a voice to express their thoughts. The platform\u2019s connected nature also informs their decision-making. Other consumers look for thoughts from fellow consumers, then they respond and build on them. These actions taken have a huge impact on the brand\u2019s perception.&nbsp;<\/p>\n\n\n\n<p>This is where successful communication of the brand becomes important. On social media, companies and organizations should see this as a chance for brand promotion. But they must also be aware of the threats to their reputation brought by consumers\u2019 comments. <\/p>\n\n\n\n<p>How do you interact with the comments, questions, and complaints of your customers? The same you would do in person. Be an active participant in the discussions by being interested in what they\u2019re saying. And comment appropriately. Always stay respectful and polite no matter their emotions. Most importantly, your response must add value. Another way to reclaim your reputation is through a new marketing campaign.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">When to Counter on the Social Media<\/h2>\n\n\n\n<p>Here are some situations where you should talk on social media.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">When the Feedback is Positive<\/h3>\n\n\n\n<p>Every brand dreams of getting nothing but <a href=\"https:\/\/scalarly.com\/marketing-book\/blogging-and-microblogging\/\" target=\"_blank\" rel=\"noreferrer noopener\">positive reviews<\/a> on their products and services. But it doesn\u2019t mean there\u2019s nothing you should do about it. Do everything to maximize the reviews. Try your best to increase the volume of conversation.&nbsp;<\/p>\n\n\n\n<p>You also need to guarantee that these positive comments remain. Always look out for new methods to execute your brand promise.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">When Consumers Have Neutral Reviews<\/h3>\n\n\n\n<p>Why settle for boring or neutral reviews? Getting only this kind of feedback means your product or service will easily be forgotten. Soon, no one\u2019s going to talk about it. Remember the saying, safe is risky! In fact, it\u2019s better to get a mix of good and bad reviews than neutral ones.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">When the Comments are Negative<\/h3>\n\n\n\n<p>Broken brand promises are manifested in negative feedback. When someone says vicious things about the product or service they got, it means you underperformed. While this can affect your reputation, it also provides a chance to correct what needs to be corrected. Try to see your customers as business stakeholders. They made a deal with you but their expectations were not met. By giving a negative review, they are trying to help you make things right. If the comment is comprehensive, you\u2019ll know which aspect you need to improve.&nbsp;<\/p>\n\n\n\n<p>You should have a customer service department to deal with these negative comments on social media. They can also work with the business <a href=\"https:\/\/scalarly.com\/marketing-book\/social-networking-vs-content-creation\/\" target=\"_blank\" rel=\"noreferrer noopener\">strategy<\/a> department to determine other underlying problems.&nbsp;<\/p>\n\n\n\n<p>The main tip is to only respond on social media if the complaint is done on social media as well. It will show other potential consumers that your company listens and prioritizes their needs. But you can still arrange a phone call or email for them.&nbsp;<\/p>\n\n\n\n<p>If their criticism includes false information, correct them in the nicest way possible.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Responding to Social Media Attacks<\/h2>\n\n\n\n<p>Here\u2019s a step-by-step guide to reclaiming your brand after an online threat.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Be Prepared<\/h3>\n\n\n\n<p>Even before an online attack occurs, you must already be prepared for a plan. Regardless of how much positive feedback you receive, you will never be immune from criticism. The key to responding is to do it quickly before the word of mouth spreads. This means having a strategy beforehand, like using a blog and being honest with your services.&nbsp;<\/p>\n\n\n\n<p>Ask yourself what kind of bad comments you can get from customers and how you will respond. So when someone says a similar thing in real life, you\u2019ll know how to act <a href=\"https:\/\/scalarly.com\/marketing-book\/socmed-channels\/\" target=\"_blank\" rel=\"noreferrer noopener\">immediately<\/a>. It will show the customer and other readers that you are concerned about your buyers.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Responding to False Information<\/h3>\n\n\n\n<p>But what should you say if the brand attack is not factual? You should have clear proof that they are misinformed. But don\u2019t be rude or condescending when answering. In a friendly tone, ask them to get rid of their comment and show why they are stating misinformation.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Responding to Valid Complaints<\/h3>\n\n\n\n<p>If you\u2019re getting negative but valid complaints, Keep your online comment concise. Simply express your side of the story and ask how you can deal with being better sometime later. Then, everything else must happen online. Apologize when needed.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Prioritize the Consumer<\/h3>\n\n\n\n<p>When responding to whatever kind of reviews, make sure your consumer holds the upper hand. There are more consumers than the whole business entity. They are also more trusted by outsiders. Approach them and let them decide which channel will be used for communication.<\/p>\n\n\n\n<p>If they are talking about you on Reddit, make sure you\u2019re also on Reddit to respond. Don\u2019t just issue a statement on Facebook or other platforms. Ignoring where your consumers are may lead to customer loss. It can also result in inadequate willingness to engage.&nbsp;<\/p>\n\n\n\n<p>Be honest, transparent, and respectful. Hold yourself accountable for any shortcoming.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Common Social Media Challenges for Brands<\/h2>\n\n\n\n<p>Here are some unfortunate realities you\u2019ll have to deal with on social media as a brand.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">No One Interacts with Your Posts<\/h3>\n\n\n\n<p>Not getting the traction you desire is normal especially if you\u2019re not yet done building a community. The initial step to getting engagement is doing market research. You also want to interact on mediums where your consumers will likely be.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Your Social Media is Used for Complaints Only<\/h3>\n\n\n\n<p>Some businesses\u2019 social media do not post anything about their offers. No positive reviews can also be found. Instead, it has become a home for unsatisfied customers to leave their bad reviews. Do something that will make customers search for your brand for a positive reason.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Social Media Needs to be Monitored<\/h3>\n\n\n\n<p>Social media for personal use can be a breeze, but it\u2019s difficult for businesses. Some platforms are hard to measure so you can\u2019t identify whether your campaign is a success or not. Start focusing on the measurable aspects, such as likes and comments. You can also read case studies that will help you convert your investment into revenue.&nbsp;<\/p>\n\n\n\n<p class=\"has-small-font-size\">\u00a9 Image credits to&nbsp;<a href=\"https:\/\/www.pexels.com\/@goldcircuits\" target=\"_blank\" rel=\"noreferrer noopener\">Stacey Gabrielle Koenitz Rozells<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Social media usage has given both businesses and consumers a voice to express their thoughts. The platform\u2019s connected nature also informs their decision-making. Other consumers look for thoughts from fellow consumers, then they respond and build on them. These actions taken have a huge impact on the brand\u2019s perception.&nbsp; This is where successful communication of the brand becomes important. On..<\/p>\n<a class=\"read-more-link\" href=\" https:\/\/scalarly.com\/marketing-book\/social-media-busineses\/ \">Read more<\/a>","protected":false},"author":1,"featured_media":2842,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[5197],"tags":[],"class_list":["post-2841","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-social-media-channels"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.3 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Opportunities and Threats to Using Social Media for Business &#187; Little Marketing Book<\/title>\n<meta name=\"description\" content=\"Social media usage has given both businesses and consumers a voice to express their thoughts. 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