Response management is a 360 degree communication package that we designed here at Kulture Konnect to provide a steady flow of communication for your social media channels. In this interaction driven social media engagement strategy the objective is to respond and communicate with consumers and potential consumers.
But a thing or two can always go here and there while manually communicating with guests. Here’s a rule book that we follow that helps us be consistent and creative when interacting with our client’s customers.
Recognize Your Areas of Expertise Before You Blatantly Go on a Responding Spree
There might be plenty of information on the internet about your company, but you do not have to respond to every article, every review and every comment that gets thrown at you. Understand where your audience lives on the digital platforms. Popular sites like Yelp, Google Reviews, etc. add value to your brand, hence responding to any reviews on these platforms is likely to be a priority on your list.
Manage Your Time Wisely
If you take it upon yourself to respond to every review, article and comment, you’re likely going to be doing graveyard shifts. Make a clear list of the types of comments you and your team should respond to. Allot yourself or your team a set amount of time, like 10 minutes a day to go through all of your social media and respond to the necessary comments and messages.
Dig for Interaction Don’t Wait For it to Happen
Don’t just stop on ‘thank you’, ‘have a nice day’ or ‘glad you loved it’. Take the conversation further, ask for suggestions, or offer one yourself. For example, if your restaurant offers Sunday brunch invite your customers! If you are having a weekend sale at your clothing boutique... mention it. If you have a promo code that is limited-of-time, promote it in the comments.
Don’t be Afraid to Introduce Yourself
Response management is not just designed to respond to comments or reviews, you must be proactive in participating in all kinds of online conversations. Places like Reddit and Quora are a great way to communicate with your target market and offer educated answers to people's everyday questions. Its all about building relationships!
A systematic plan and plenty of passion is all it takes to create a response management system that works for you. If you would like a customized plan for your business feel free to comment below or contact us and let’s CHAT!
Kulture Konnect offers a customized social media response management package that fits all types of business!
Social media is no different from Yelp, Trip Advisor or Google Reviews. Customers are using social media more than ever to make their bad experiences known and businesses are ignoring feedback and customer complaints. Don't allow your business to fall into this category! Get a free quote on our social media response management service today!