Social Media Services

There is no one size fits all approach to social media marketing for businesses. Each business can benefit from a customized approach based on their goals and the needs of their customers. For a business, social media can be a great benefit for: business promotion, customer engagement, and customer service. In the new world of social media marketing, the users market the company instead of the company marketing to the users. It’s critical to let the users speak their mind on your social media pages, but, unlike print marketing, the company has the unique opportunity to respond to the customer, address his or her needs, and have that conversation public for everyone to see that your company conducts itself with customer service as its focus.

Social media can also be a place in which managing your brand’s reputation is very important. It takes a dedicated resource and a lot of knowledge to know how to monitor how your company is being spoken about across a myriad of social media platforms and search engines. It also takes expertise to prepare a plan in case your company receives negative publicity from even one or more dissatisfied customers.

WBC offers the following social media services:

• Social media strategy

The strategy is the blueprint for the social media plan. It will include an overview of goals, identification of key performance indicators (KPI), discussion of metrics used to analyze the key performance indicators, analysis of audience and what platforms will yield the greatest reach, and assessment of overall impact social media can have on business objectives.

• Social media engagement guidelines

Every company should develop a list of guidelines for how employees should and should not conduct business on social media sites while representing the brand. Social media can be a slippery slope in which personal profiles intermingle with professional interactions. There are best practices that can be easily documented and posted on a company intranet to help employees use social media in the most safe and constructive manner possible. We can help your company develop these guidelines.

• Competitor overview

Even though one social media plan does not fit with every company, it is a good idea to know what your competition is doing. Knowing the trends and popular practices your competition is using will help you outpace your competitors and outsmart them in the long run.

• Training on online reputation management

Once your social media profiles are launched, they become an open forum for positive and negative customer interaction. We will train you on the best monitoring programs you can use to make sure that you are aware what the public is saying about your brand so that you can react quickly to any customer concerns that, without intervention, could easily escalate into a brand damaging campaign. Excellent customer service is key to turning a potentially negative comment into a positive customer experience that anyone who visits your social media site will see.

Contact WBC today to see how we can help your business use social media. Email us or fill out our online contact form.

Using Online Reputation Management for Negative Reviews

Outspoken Media posted an article about how a company should react to a negative review or, ugh, outright attack in search engines and social sites. In the article, Lisa Barrone outlines the situations in which responding to bad online press is necessary and the times in which you should sit back. She also outlines some steps to take when trying to mediate an online reputation disaster. Here are some of those steps:

• Listen
• Be Honest
• Remain Calm
• Speak Like a Person, not a PR campaign
• Promise to do better

Lisa also linked to a great flow chart created by the U.S. Air Force that any company could follow to determine the severity of the attack and  how the company should respond.

Related Article:

Online Reputation Management 101

Online Reputation Management 101

Online Reputation Management involves controlling your brand’s reputation online by creating your company’s profile on social media sites, monitoring what people are saying about your brand, and finally addressing negative comments early.  When a customer goes to the internet to search your product or company, he or she will be looking for positive or negative postings in roughly the first two pages of the search engine results pages.  What will they see?  Putting ORM to practice means caring (and controlling) what the results say about your company or brand. Below is a step by step strategy for creating and maintaining a positive reputation online. For more information, check out this great article written by Outspoken Media called the Online Reputation Management Guide.