The whole point of online marketing—whether you’re on social media or sending out email blasts—is communication. As with any form of communication, there are rules to follow. Your brand should abide by this etiquette, or netiquette. If you want to build lasting relationships with your customer base. Here is a brief overview of what to say, what not to say, and when to react.
Keep the following concepts in mind when chatting it up on the internet as a representative of your brand:
• Stay Positive- People online can be just as cruel online as in the real world, if not more so. Many times you will deal with people that are just rude and offensive. Be better than they are. You can’t stoop down to their level. You need to maintain composure and professionalism because you’re representing your brand. No matter what they say or write–even if it enrages and offends you on every level–maintain the moral high ground and refrain from “feeding the trolls.” (NOTE: If you receive comments that threaten your business or any of your employees (including harassment), contact that platform’s help desk or abuse team.)
• Rapid Response- You want to be sure to respond to messages, comments, retweets, etc. in a timely manner. Try to make turnaround time less than 24 hours, shorter if possible. This will show you are attentive and invested in what your customers have to say. Also, if you respond in a timely fashion, Facebook will post a nifty green note on your page praising your responsiveness, which will improve your brand’s reputation.
• Share Content, Don’t Flood Content- It’s important to post multiple times a day. By doing so, you will be consistently in your viewer’s line of sight on their blog feed, Facebook, Twitter, etc. However, you don’t want to post so much that your followers get annoyed. Don’t spam your customers ever. Quality over quantity is the name of the online marketing game.
As you can see, the internet requires slightly modified versions of common etiquette. Likewise, many of these netiquette tips can be applied to a professional interactions and situations in the real world. If you follow the above techniques, you will look like a professional, which will reflect positively on your brand.
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