3. Be proactive and positive as you respond to your social mentions
Posted: Thu Jan 23, 2025 3:22 am
Sprout Social Smart Inbox with customer interactions.
Our Index data shows that 76% of consumers value how quickly a brand can respond to their needs. And over half (69%) expect responses from brands on social within 24 hours or less.
Whether it’s a concern or a compliment, social mentions cyprus b2b leads represent prime opportunities to make a positive impression on customers and improve your social media reputation.
Doing so comes down to having a strategy for social customer service. Some key tips for responding to customers include:
Personalizing each reply rather than just using a generic one
Always give yourself the last word by saying “thanks”
Moving questions or concerns off of social media to avoid unnecessary conflict or back-and-forth
It might sound cheesy, but a positive, proactive attitude goes a long way in social media reputation management. This rings true whether it’s answering a customer question or simply responding to shout-outs like in the example below:
A customer on social thanks Fitbit support for helping them. The brand account responds thanking the customer several times.
4. Take control of your company’s narrative (and make it positive)
As noted, the key challenge of social media reputation management is that online comments are pretty much a free-for-all.
Arguably the best approach to combat the negative is by encouraging your own positive praise.
Our Index data shows that 76% of consumers value how quickly a brand can respond to their needs. And over half (69%) expect responses from brands on social within 24 hours or less.
Whether it’s a concern or a compliment, social mentions cyprus b2b leads represent prime opportunities to make a positive impression on customers and improve your social media reputation.
Doing so comes down to having a strategy for social customer service. Some key tips for responding to customers include:
Personalizing each reply rather than just using a generic one
Always give yourself the last word by saying “thanks”
Moving questions or concerns off of social media to avoid unnecessary conflict or back-and-forth
It might sound cheesy, but a positive, proactive attitude goes a long way in social media reputation management. This rings true whether it’s answering a customer question or simply responding to shout-outs like in the example below:
A customer on social thanks Fitbit support for helping them. The brand account responds thanking the customer several times.
4. Take control of your company’s narrative (and make it positive)
As noted, the key challenge of social media reputation management is that online comments are pretty much a free-for-all.
Arguably the best approach to combat the negative is by encouraging your own positive praise.