Staying relatable and breaking through on social media.
So how do you go about being relatable and transparent on a digital platform? We recommend using customer service, humor, brand voice and innovation to reach your customers. Below are tactical and tangible ways your brand can get real and attract the right target audiences.
Start with developing a strategyA social media strategy is a summary of everything you intend to do and hope to accomplish on social media. It guides your actions and lets you know whether you’re succeeding or failing. Content development, campaigns, every post, reply, like and comment should serve a purpose, stemming from that strategy. Creating goals for your channels, researching your target audience, examining your current efforts and developing next steps are key for a successful launch and implementation.
Follow the trendsTo be a successful social marketer, you have to follow the trends and viral moments of pop culture on social. Just observing from afar won’t be enough for you to fully understand the popularity of a trend. Get in the trenches and follow as much as you can on your primary channels so you can better participate and relate to your audiences while humanizing your brand. Some of the best ways to stay on top of trends includes monitoring trending hashtags, following influencers in your space and subscribing to industry newsletters. Authenticity is key to setting your company apart from its competitors. Don’t be afraid to have an opinion or insert humor into a conversation if applicable!
Consider working with influencers and using user generated contentDepending on your industry and business, working with influencers may be a valuable way to gain visibility in a natural and relatable way. Social influencers can be those with thousands of followers, but they can also be the advocates and stakeholders of your brand. According to a Hashoff report, 82% of consumers said they were very likely to follow the recommendation of an influencer they follow. Research those who have influence in your market and develop a mutually beneficial relationship to better reach your audiences.
Another way to generate a reliable following with engaged followers is to begin sharing user generated content. User generated content is defined as any type of content that has been created and put out there by fans of the brand. So instead of your business promoting yourself on social, you share the user’s content that is promoting the brand. It often refers to pictures, videos, testimonials and more. Always ask before posting, though!
Utilize customer service techniquesTwitter has shifted its focus for brands. If you look closely on a company’s Twitter page under the replies, you’ll notice a plethora of customer service posts trying to respond to customer inquiries. From food services and retail to airlines and tech, it’s the new normal. With conversations being public, your brand needs to be seen as responsive and effective.
Social listening has also become a valuable asset on social media. Social listening and monitoring are the tracking of keywords and phrases relevant to your brand – not just by your followers, but with an entire birds’ eye and analytical view. By monitoring social keywords, your brand may have greater access to influence other behaviors, develop new innovations and stay relatable. In fact, according to a 2017 survey, 25% of businesses use social listening to improve their products, 24% for attracting customers and 21% for providing better customer service.
Use a smart CTAYour call to action is the most important piece of your social media content, but that doesn’t mean you have to hard sell everything that's posted. Your followers want content they can enjoy and find. Use your brand voice to develop these CTAs and remain concise with the action direction.
After blasting different CTAs to your followers, see what works and what doesn't by measuring the success of the post. All audiences are unique and will react to different outputs, so always test and measure your social content. Asking for feedback, preferences or suggestions can be a great way to gain insight.
Measure and track performanceSimilarly to the CTA tracking, never assume everything will be perfect the first few times. Social media is a great tool in the way markets can adjust and track performance in the blink of an eye and click of the mouse. Use tracking analytics to learn how visitors move through your website and which posts attract the most engagement. Compare content performance and test it with other types of content. Constant testing allows you to understand what works and what doesn’t.
Brands that are relatable will outperform their competitors over the next 10 years. If you're genuine, you'll win.