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Thought Leadership

3 Steps To Becoming The Best Social Communicator

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Social Communication
3 Steps To Becoming The Best Social Communicator
The world is moving at a steady pace. The advent of digital has revolutionised the way people do business. The way businesses do business. Digital has found its place of comfort in communication and marketing. Calling upon the need for business leaders/founders to socialize their businesses.

At the forefront of digital, we have the social web. According to PR daily, ‘In less than 10 years, social media has become communication professionals’ best friend and fickle foe. With relative ease, customers can be targeted, support can be organized, discussions can flourish, and grievances can be aired with ease.’

This creates the need for all of us in the discipline to hone our social communication skills. How do we deliver upon the promises of organizing support to customers having difficulty: contribute to discussions online and address customer grievances in real time? By learning how to be good social communicators.

To be one, you need to work on the following:

Creatively Respond To Positive Feedback
People like to be praised. It bolsters their self-esteem. The same is true of businesses in the social realm. Many a times, when all is said and done, we all expect good feedback. Especially when we have made the effort to reach out. It could be positive feedback, about your service delivery and or quality of products.

When it happens, take time to respond to that feedback. Bottom line:always respond. Be creative; mention the source in the post/comment. Acknowledge their contribution in pushing the brands equity a notch higher. Make them know that there contribution is valued.

Deal With Negative Feedback Quickly and Appropriately
This is what we fear most. Being put down. It happens to most of us during the course of our lives. In our personal lives, we are even allowed to take it personally. However, in a business set-up do not ever take this personally. Especially negative feedback.

Suppose, a customer posts a negative comment regarding your services: do not respond by telling him to go get the service elsewhere. As was the case with Kenya Power & Lighting Company (kplc) January 21st: during a total blackout in some counties. On one twitter handle, a user posted his frustration of staying in the dark. The social team at KPLC, response chose to respond by telling the user to try other lighting sources such as candles, lamps, etc. It was a nightmare, if no one noticed. Thanks to monopoly the user could not move. If there were other service providers, don’t you think the user could have jumped ship?

Instead, try something like promising to address the issue by either giving him a refund and or internally, find out what led to the negative feedback exactly. Give them assurance that something is being done to remedy and or rectify the situation to normalcy.

Remember, always be timely. A complaint responded to 3 days later would have done irreparable harm. Avoid this.

Make Social A Resource for Your Customers and Not Yourself
Go on the social web, with the intention to give, give and give some more. Make it you mission to give useful information to your audience, round the clock.

Post alert when you suspect the roads would flood. Notify users of the promotion going on and if possible give them a reward, such a coupon. Do not tire to give.

Offers, promotions, product launches, the whole shebang. By giving and giving some more, you increase your chances of not only getting deserving repeat customers but also, loyal customers who will go out of their own way to evangelize your product and or services.

Do you feel ready to go be the best social communicator on the social web? Give it a go and share your experience with me.



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