With Black Friday and Small Business Saturday coming up, many companies will be making their first forays into social media during the most popular shopping day of the season. For many retailers both online and off, these days can make or break their entire season. So it stands to reason that this is not the day to try out new social media strategy. You want to make sure your team is prepared for the onslaught.
The average user believes that any interaction that you have with social media on behalf of a company should be answered within 60 minutes. Do you have a plan in place that allows for that kind of coverage? If you don’t, you may risk alienating hundreds of customers if someone chooses to publically complain about your lack of response.
Here are five tips to make sure your social media team is ready to weather the storm:
1. Answer every brand mention on your social channels:
2. Have a plan in place to deal with negative feedback:
3. Don’t overdo it:
4. Have a very clear staffing plan:
5. Learn quickly:
If you stay focused and keep your team on the same page, you can make the most of social media on Black Friday and Small Business Saturday. You don’t want a major gaffe that will wind up shared all over the internet. Be smart, be prepared, but most importantly, be available.
Posted by Nicole Reyhle. Contributed by Dave Regn from Stream Companies, a top award winning Philadelphia advertising agency specializing in result-driven strategies that drive sales. Learn more Streamcompanies.com.