Social Media Networking for Small Business: Part 6 Listen and Respond

You are rocking the social media world. You’re getting liked on Facebook, re-tweeted on Twitter and your inbound links are multiplying. And these are translating into sales. You think everything is going great. But, who is monitoring what people are saying about you and your business?

Continuing a series of blogs on Social Media Networking for Small Business! Recently, I presented a webinar for the Institute for Entrepreneurial Leadership. You can watch it here. In case you’d rather read than watch the webinar, I’ve broken it down into a series of blogs:

For Part 1 – Goals, click here.
For Part 2 – Target Your Audience, click here.
For Part 3 – Find Your Promoters, click here.
For Part 4 – Develop Your Strategy, click here.
For Part 5 – Engage Your Audience, click here.
For Part 5B – Bringing it Back to Your Site, click here
For Part 5C – Why Your Company Needs a Blog, click here.
For Part 5D – Pay-Per-Click (PPC), click here.   

Listen and Respond 

Blogs, Message Boards, Product Ratings… should all be tracked for any negative comments. For small businesses, I suggest you use a Social Media Monitoring (SMM) tool, also known as a listening platform. This allows you to monitor and track mentions of your brand, products and competitors. SMM tools provide many different ways to analyze, measure, display and report findings.

Some of the more popular SMMs:

Trackur

Social Mention

Radian6

Converseon


Another monitoring tip: Set up Google Alerts. These are email updates of the latest relevant Google results (web, news, etc.) based on your queries. You can use this for your company’s name, product name or, even, your personal name.

You can do this by clicking on More at the top and then Even More:

On this page, scroll down to Specialized Search and click on Alerts (second from bottom left):

Here, you can type in your search query and set up how often you want to receive notices. It is a great way to also keep track of your competition.

And this brings us back to rule #1, which is Social Media is what? Social. And if we want to change detractors into promoters, we need to address any questions or negative comments immediately and professionally. Let your audience know you have heard their concern. If you can offer a solution to fix the problem or issue immediately, do so. Thank them for bringing the issue to your attention. You can’t please everyone all the time. With the power of social media literally at everyone’s fingertips, the squeaky wheel will get heard. However, if you have a system in place to catch the flame early and a plan to address it before it becomes a firestorm, you will succeed where your competition may not.

Check back soon for Social Media Networking for Small Business: Part 7 Analyze Results

 

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