Whenever I find a brand I really like, I look them up on Twitter. Connecting with a brand on Twitter is the best way to find out about new deals, products and the overall style of the company.
However, no matter how much I love a brand, it pains me when they do (or don’t do) certain things on Twitter. The following are five social media habits brands should break if they want to keep their followers. These may sound like no-brainers, but you’d be surprised how many brands don’t know about these social media no-nos.
1. Connecting Facebook and Twitter.
This social media tactic is lazy and it is most definitely not effective for several reasons. In the first place, if you are cross posting all of your content, why in the world would anyone follow you on both platforms? Secondly, and more importantly, you should not be posting the same types of things on Facebook as you are on Twitter. If you’re interested, you can see some of the differences in uses here.
2. Scheduling Tweets way in advance, or using automated replies without checking up on them.
Hootsuite and other scheduling apps are incredibly useful tools for anyone doing digital marketing for a brand. However, we live in a world where circumstances change in an instant. For example, a man opened fire on a Colorado movie theater. A couple of hours later, an account associated with the NRA tweeted, “Good morning, shooters! Happy Friday! Weekend plans?” Obviously, the NRA received major backlash for this careless tweet. The same applies to automatic replies – you can’t expect what you say will be appropriate every time. Although time consuming, it will be worth it for you to check up on what you’ve scheduled.
3. Ignoring unhappy customers.
People can post whatever they want on social media. Remember the saying the customer is always right? It is true in every circumstance. Don’t ignore a negative post, apologize! If the customer is really offended and it’s within your budget, offer them a coupon or another solution to make it right. The offended customer may turn their opinion around and publicly announce how a company has treated them. Never miss an opportunity to turn a negative situation into a positive one.
4. Not communicating with other brands.
Sure, we may not want to draw attention to our rivals, but tagging other brands is a great way to spread your name even more. People will see your conversation and want to join in.
5. Not offering deals.
This depends from brand to brand but a great way to keep followers is to reward them! For example, the burger chain BurgerFi just opened on our BU campus and offered a free custard to anyone who instagramed their meal, tweeted or checked in at the new location. Word of the restaurant spread fast and BurgerFi continues to be packed – not an easy feat on a college campus that already has a few burger places.