For companies taking a proactive stance towards disputes, social media is an invaluable tool. As long as you’re mindful of Internet etiquette, social media can help you uncover new sales opportunities and potential problems in real-time. If this sounds advantageous to you, consider these tips to maximize the effectiveness of each network.
Facebook is a great place for brand management, and a unique selling tool as well. Your brand should create and maintain its own page to build engagement with fans. Use public messages to send your fans updated discounts and sale opportunities, and be active about asking fans to engage with your content. It also helps to have someone who keeps track of changes to Facebook, as these adjustments can help or hinder your marketing efforts.
Twitter is all about monitoring and response. Think about the Xbox marketing team. They monitor hash tags and look for customer complaints, then they proactively take steps to resolve the situation. You can manage these automated searches from Twitter itself, or from a third party platform that taps into the Twitter stream.
Google’s social network also contains the localized data for your business. Effective use of Google + means branding executives along with the company itself. Google can enhance your visibility with profile pictures and detailed review information alongside your search rankings.
Social media is an active tool for reputation management, but it involves a significant time commitment. The payoff is worth the risk, but you need to focus your efforts on channels that perform well for you. Never marry yourself to one platform.