In a social-first era, more and more brands are coming out of their shell and becoming a little more brazen in their activity. This brazen behavior often comes with snark and a sense of humor is often referred to as “savage”.
In this week’s #SproutChat, Sprout Social’s Social Media Manager, Darryl Villacorta, shared his thoughts on how brands should converse with their audience and where the future of social media engagement is headed.
Remain Professional & Genuine
Maintaining professionalism on social doesn’t mean you have to sacrifice your brand voice. Being funny or entertaining doesn’t necessarily mean you have to be mean. A good social marketer knows their audience and should be able to connect on social while being genuine.
A1: Keep it professional. That doesn't mean you can't have fun, but you need to be sure posts reflect your brand positively. #SproutChat
— Express Writers (@ExpWriters) May 24, 2017
A1. I'm a firm believer that honesty never goes out of style. #sproutchat
— Darryl Villacorta (@TheMiddle) May 24, 2017
@SproutSocial A1) They should just be themselves. Don't think to much about best PR practices. #SproutChat
— Jake Yeaton (@jakeyeaton) May 24, 2017
A1: This all starts with your brand voice BUT also your strategy in case that voice gets just a little too loud #SproutChat
— Jeff Higgins (@ItsJeffHiggins) May 24, 2017
A1.
Brands
should betransparent
engaging
conversational
empathetic
listeners
proactive
professional
intentionalon social#sproutchat
— Gabriela Cardoza (@CardozaGab) May 24, 2017
@SproutSocial Al) human human human. And a bit of humour in there for good measure #SproutChat
— Queenstownlife (@Queenstownlife) May 24, 2017
A1 helpful, humble and most of all – personable and detailed. A cheeky sense of humor is a great bonus too 😉 #sproutchat
— Jennifer L Kirk ✈️🍴 (@The_Jenius) May 24, 2017
Consider Your Audience
As n you’re crafting your brand voice, keep your audience front and center. Humor isn’t always universal but friendliness can go a long way. Before you launch into a snarky response, first think about who you’re talking to. Listen to how your audience perceives messages and understand why they’re interacting with your brand.
A2. If you're going to talk to someone, listen first. It'll give you a better sense of tone. #sproutchat
— Darryl Villacorta (@TheMiddle) May 24, 2017
A2.
Consider
your
BRAND WHY.What
do you wish
to do?What value
do you wish
to add and to whom?#sproutchat— Gabriela Cardoza (@CardozaGab) May 24, 2017
A2:
Identify message points
Identify spokespeople and
Figure out how to make it social!#sproutchat— Deserae_Dorton (@Deserae_Dorton) May 24, 2017
A2: You need to know who your target audience is. Your voice should align with the vision for your brand, but also attract them. #SproutChat
— Express Writers (@ExpWriters) May 24, 2017
@SproutSocial A2: Brand voice should be in line with your product/service. Consumers trust a goofy candy company but maybe not goofy CPAs. #SproutChat
— Katie Lewis (@kathryndlewis) May 24, 2017
@SproutSocial A2: Determine the tone, how you want consumers to feel about your brand, and your overall goals–to be funny, educational, etc. #SproutChat
— Sortis Marketing (@SortisMarketing) May 24, 2017
Always Remain Authentic
Brands that remain authentic and true to their audience are the brands that. Stand out by adding humor and wit without sounding condescending or mean. If your audience is coming to your brand looking for support or help stand out by giving outstanding customer service.
@SproutSocial A1: whatever the real one is. People ain't dumb! #sproutchat 😅
— Abby Lee Hood (@AbigailLeeHood) May 24, 2017
@SproutSocial Entertaining. Most people don't follow brands to be advertised to. #sproutchat
— Probably Geoff (@mynameisGEOFF) May 24, 2017
A3 those that are helpful, engaged and reliable! Those that are perceived as just like "me" #SproutChat https://t.co/3vnFBMk7pl
— LUCYrk (@LUCYrk78) May 24, 2017
@SproutSocial A3. Some personalities that stand out are humorous and witty, "meme funny", and friendly – of course. #sproutchat
— Social or Nothing (@socialornothing) May 24, 2017
A3) People who are naturally curious, enjoy conversation, & know how to keep things moving #sproutchat http://pic.twitter.com/mU34OzxK7g
— Gordon D (@gordondym) May 24, 2017
@SproutSocial A3. Funny, hip, helpful, creative, inspiring, engaging #Sproutchat
— Tobi (@TobiGbemisola) May 24, 2017
Don’t Feed the Trolls
It’s inevitable that your brand is going to experience a handful of trolls on social. Don’t get caught up in the heat of the moment. Take a step back and weigh the pros and cons of engaging with a troll before you respond.
A4: Do the best to resolve legitimate complaints, but my banhammer is always ready. #sproutchat
— Brad Lovett (@Brad_Lovett) May 24, 2017
A4) Cut them off & drop the mic. Trolls waste time; customers express legitimate concerns #sproutchat
— Gordon D (@gordondym) May 24, 2017
@SproutSocial Don't pay the toll (i.e., don't take the bait). #SproutChat [AR] http://pic.twitter.com/SsN3Y7GWAD
— ModSquad (@modsquad) May 24, 2017
@SproutSocial A4: With that said, if someone is being negative 👹without reason . . . that's why we have a "block" button. #SproutChat
— Jasmine Glasheen (@GlasheenJasmin1) May 24, 2017
@SproutSocial A4: Keep it professional and block if totally necessary. #Sproutchat
— Stephanie Zatyko (@ExperianDQSteph) May 24, 2017
Everyone in Your Community Is a Potential Customer
Think of any social response as a customer interaction. Publicly shaming your audience should be avoided.
@SproutSocial No, never. Take the higher road and stay professional. http://pic.twitter.com/JEqqCaBiKn
— Erin Van Horn (@VanHornSMC) May 24, 2017
A5: That's a brand decision that needs a full team monitoring sentiment and a major plan in place to take left turns if needed #SproutChat
— Jeff Higgins (@ItsJeffHiggins) May 24, 2017
A5.
Some
brands do
this intentionally to
be funny &/or cleverWendy's
for exNot my ish.
Not appropriate
for all brands.#sproutchat— Gabriela Cardoza (@CardozaGab) May 24, 2017
A5: I wouldn't. I can't think of a circumstance where that would go well. Call me unhip I guess. #sproutchat
— Brad Lovett (@Brad_Lovett) May 24, 2017
A5: It is always bad PR to escalate arguments. Think of the brand image! #sproutchat
— Alvomedia (@Alvomedia1) May 24, 2017
A5) Always treat your audience with more respect then you would receive. Take the higher road #sproutchat #sproutchat
— Gordon D (@gordondym) May 24, 2017
The Future of Social Engagement is Evolving
Marketers know that their industry is always changing and social engagement no different. As our industry evolves, response times may be even faster with the efforts of bots and live-streaming. But one thing that won’t change? Brand consistency.
A6: Sadly prob more selling, lead gen, and news coverage. WE'D LIKE TO SEE IT REVERT TO MORE COMMUNITY/SOCIAL ASPECT #sproutchat
— Conversion 💸 Corner (@ConvertCorner) May 24, 2017
@SproutSocial A6: Hopefully in the opp way of bots but with AI and VR it's exciting to see! Keep talking to people #SproutChat
— Queenstownlife (@Queenstownlife) May 24, 2017
A6" More AI and bots, which while convenient, won't be as personal. #sproutchat
— Brad Lovett (@Brad_Lovett) May 24, 2017
@SproutSocial A6) I think it's going to increase as social media platforms are slowly taking over old media. i.e Live Streaming #SproutChat
— Jake Yeaton (@jakeyeaton) May 24, 2017
@SproutSocial A6) Much higher rates for customer support teams as more people are running away from email. #SproutChat
— Pinely (@Pinely_io) May 24, 2017
@SproutSocial A6: Video is the new photo. #SproutChat http://pic.twitter.com/1kxFhACNML
— Jasmine Glasheen (@GlasheenJasmin1) May 24, 2017
Join us next Wednesday, May 31 at 2pm CDT for #SproutChat to discuss geolocation on Facebook with Sprout All Star, Jeff Higgins. In the meantime, check out our Facebook community to connect with bright folks in the industry.
This post #SproutChat Recap: Incorporating Snark Into Your Social Strategy originally appeared on Sprout Social.
from Sprout Social http://ift.tt/2rpgc49
Do You Know You Can Buy Instagram Followers from SocialKingMaker.com?
No comments:
Post a Comment