4 More Mistakes Franchises Make with Social Media
Social media can drive a third of your referral traffic, and is a great way to grow and market your brand. After all, most people have a smartphone and spend up to 30 percent of their time online. But social media is often underused, overused, or misused in promotion. Many franchisors or brand owners overlook the social aspect of social media, or fail to protect their brand when posting. Last time, we posted 4 major social media mistakes you may be making online. Here are four more you should avoid to keep your social media platforms friendly and, well, social.
1. Being inconsistent
Inconsistency–such as changing voices, long silences between posts, and changing responses to common questions–tend to drive away potential followers. Consistent schedules and voices, however, keep a brand and its content strong. When planning your social media, keep a schedule for your post times and dates. Find a voice and style of content that works well with your following and that will drive future fans your way.
However, when planning content, be careful not to stay so “consistent” that you fall into a rut. Post a wide variety of content to appeal to all your followers, and to encourage them to spread the word.
2. Responding inappropriately to negative feedback
We warned against ignoring feedback in our previous article. This is, naturally, very dangerous to do with your customers. But you should also avoid simply deleting comments or getting into an emotional argument. Negative feedback can carry strong emotions on the customer’s end, and you should be careful not to use those same emotions. Getting into a battle–especially a visible one on your Facebook page–can only lead to disaster.
It will also damage your brand to be inconsistent, canned, or unclear in how you respond. Work with your social media team to create guidelines for negative comments and reviews. This consistency will help your customers feel they are being treated fairly, especially if you fix response times to within a certain window.
3. Buying likes
Many brands and blogs still believe that they can purchase followers and likes to pad their numbers and gain higher notice or credibility. However, this actually damages your brand more than it can help. The number one reason is that fake likes and fans cannot spread the word, nor boost actual interactions. If you have high numbers but little interaction, this puts out a signal to both the platform and to potential buyers or followers that your content is just not that interesting. Certain social media platforms can also delete your account if they find out you are purchasing fans.
4. Over-promoting your products
Social media marketing exists to grow your brand. So the occasional sales pitch meant to drive sales isn’t a bad thing. But you should be careful about the frequency of these ads and sales pitches. Remember, social media platforms are places to grow relationships, and relationships rarely form from an impersonal, loud, or repeating advertisement. Follow the 80/20 principle: post valuable content 80 percent of the time, and focus on product promotion no more than 20 percent of the time. Even better, focus on getting your fans into a marketing funnel so you never need to use your social media accounts for sales.
Overall, make sure your team is properly trained about social media and how to market effectively. Remember as well to treat your customers as if you were meeting them face-to-face. This can help you avoid the worst social media mistakes.