Who’s Talking About You?
As human beings we are curious creatures. Many of us want to know what’s going on, who’s saying what, who’s talking about us and when planning your social media strategy it’s even more important.
What is it they say? You’ve only got 10 seconds to create a good first impression. Whether you are a Fortune 500 Company or an individual, you need a brand that will create a good first impression. This includes not only your logo, but it also carries across to your social media platforms such as Twitter, Facebook fan pages as well as your online marketing such as your website or blog. I will admit, there are many sites online that I wish mine was more like theirs, I guess you could say I have “blog envy”. But, rather than dwell on the negative, I continue to make my site better because I know each week I will have new visitors. I know I will make a good first impression to new people as I continue to make improvements. The point I’m trying to make is regardless of where you are now; it’s never too late to start improving to make a good first impression. Once you’ve got your branding taken care of you definitely want to concentrate on who’s talking about you!
I’ve discussed Twitter in previous posts. I’ve talked about how to get listed, get retweeted, get more followers, and be more social with other people who use Twitter. Another important feature of Twitter many individuals and businesses overlook is researching their own brand. Search your own brand name, or put a hashtag (#) on your posts when possible to find out who’s talking about you. (i.e. If I wanted to search for CNN I would more likely find more tweets in a search with #CNN. Then – when you’re big and famous like CNN or perhaps sooner – other people will also put that hashtag with your brand.)
Some of the larger companies have individuals whose primary function is to search who’s talking about them on Twitter. They will search either by using the brand name or a hashtag. They need to do this throughout the day in case there are negative comments so they can quickly and publicly address the issue in a positive manner. (i.e. A customer has a bad experience with a restaurant, the restaurant is on top of their game and addresses it immediately by tweeting “I’m so sorry you had a bad experience, please contact our customer support at xxx.xxx.xxxx and we will be happy to address this immediately.” The customer’s complaint was addressed, but more importantly, the customer’s followers SAW the complaint was addressed because the restaurant replied immediately. That’s a GREAT social media strategy by listening to who’s talking about you on Twitter. There are some tools you can use so you don’t have to stay glued to your laptop all the time, one is Tweetbeep.
That’s just one example of course how you can keep track of who’s talking about you online. If you have a Facebook fan page, or a website with a customer support area or forum, hopefully any complaints would be posted there so public complaints could also be issued. If you do have a Facebook fan page, you want to make sure you monitor the page closely so you can address the complaints and the compliments in a timely manner. Regardless of what the comments are, your customers, followers, or fans, want to know you are listening because if you aren’t chances are your competitors are!
If you have any questions or comments, feel free to post them on my fan page or here in the comments section! 🙂