Category Archives: Communication 360º

How to Create Emotions on Social Media?

How to Create Emotions on Social Media

How to Create Emotions on Social Media

Community Managers can not limit their daily brand promotion work through social networks to just schedule posts. They also need to interact, be thankful, answer questions, generate topics for discussion and intervene when necessary. In order to generate engagement they need to convey emotion. I will give on this post a few clues on how to do this:

1.-Use punctuation:

Exclamation marks to show surprise, joy, gratitude, optimism. Question marks to generate discussion, to obtain information from your followers.

2.-Use images that convey positive feelings:

Tenderness (puppies for example), philosophical (with phrases), enthusiasm (with pictures of landscapes, travel), humour (with comics). Try to provoke feelings that make the product get associated with the values that you want to express.

3.-Be a good host of your page:

Welcome new followers and thank fidelity. Make contests and promotions. Segmentate and personalise your messages.

4.-Use emoticons:

They can help you make sense of a sentence and really convey the feeling that you want to express. Many times a phrase without emoticons can have a positive and a negative reading since you lack the advantage offered by the use of spoken language or hand and facial expressions in order to convey what you really want,  that’s why emoticons are always really useful.

5.-Be humble and sincere at all times:

Two features that perhaps because many people don’t use or don’t express well in real life, are highly valued on Social Media communication and create a great receptivity by your followers and humanises your brand.

Why is it Important to be Thankful on Social Networks?

Why is it Important to be Thankful on Social Networks?Welcome again to my blog, Premium Social Customer’s friends!

Being thankful is essential in human relationships and it is also key on Social Networks. I thing it’s important to thank someone who shares my blog on his/her, or RT one of my tweets, or follows me on the blog, or shares one of my posts on any social network. Sometimes, when I share articles by other authors on any of my accounts, I inform them about that. It’s a way of thanking them for their content and also of letting them know that they will get more visitors to their respective blogs. Well, I’ve found that in some occasions I don’t receive any feedback from them in the form of a comment, not even a “Like” on Facebook,“+1” on Google Plus or “favorite” on Twitter. Luckily, I have fans that make my pages interactive and of course I also participate on other people pages. I think that in such a highly competitive world only through these kind of gestures and cooperation we can make it more human. When we help each other we have real Attitude 3.0

And What Happens If We Talk About Brands?

With brands it’s just the same. More and more consumers are nowadays aware of many viral negative news about companies and they know that as buyers and users of social networks they have the power of helping to change those behaviors that they perceive as inadequate. Enterprises 3.0 work with the ‘Three P’: Planet, People and Profit. This means that production processes need to have at least some respect for environmental values and working conditions that society establishes as basic, otherwise consumers will stop buying their products and following them on Social Media. There is even an active minority of combative and committed people who can damage their image so much, that it would be very difficult to repair that harm, at least for a long time. Consequently, Community Managers have to “pave the way” for any contingency and must cultivate relationships with users on pages at various social networks and constantly thank, using phrases and words in that sense. It’s a way to help creating a “safety net” with a group of loyal fans that will always be useful in case of possible Social Media crisis. In conclusion I recommend you to always be grateful, it costs no money and instead it can help you to win it.

8 Steps for Effective Customer Service on Facebook


Facebook is the largest social network in the world with over one billion users worldwide. That’s the reason why it is the one most companies nowadays prefer to use to communicate with their customers. Consequently there is a growing need for community managers able to manage the increasing number of people who choose to contact brands through Facebook and it cannot be neglected in their online marketing strategy.

I will explain in this article 8 Steps for Effective Customer Service on Facebook :

1. – Respond individually to each post :

Never use “copy-paste” messages. The answer needs to be personalised with name of sender and receiver.

2. – Correction and Diplomacy :

When we write to respond to questions or complaints, we must always be cautious and correct (a message can sometimes be interpreted in different ways)

3. – Reply to messages quickly :

The maximum recommended for Facebook is 24 hours. Otherwise, the client may feel ignored.

4. – Use always the same channel if possible, Facebook in this case :

When a customer wishes to contact us through Facebook, it is because he/she expects a response through the same channel. Only in those cases where for any reason it could be unavoidable to continue communication by phone or mail, you must use them. It is important however, that the customer is handled by the same person from start to finish. That’s why Community Managers need to have some training in offline Customer Service.

5. – Create and include attention-grabbing content :

Talk about various topics who could be interesting to your Facebook fans related to the brand and products including reviews, pictures, videos, etc. It is interesting to observe and measure their responses (comments and likes) so you know what kind of content are the most attractive to them in order to keep including these topics in the future.

6. – Ask questions :

The inputs we receive through our fans and other users through our Facebook page are an invaluable feedback that allow us to know what they expect from our brand or products, so asking them questions is a way to obtain a little more of that information.

7 – Get in conversation with customers / fans :

Create conversation topics and participate in those started by customers / fans. Intervene to encourage and moderate the discussions.

8. – Use a tool to help us manage the account when there are large volume of users :

Some of the most used are: Hootsuite, Get Satisfaction, Parature, UserEcho and Assistly. They all deserve an explanation but in that case this post would be too long and anyway the best way to determine the usefulness of each of them is going into their websites and find out if you like them for your daily work.

If you follow all these steps together with other good marketing strategies online and offline, you will be closer to get the loyalty and engagement of your fans and customers to your brand.

Online Customer Service and Diversity Management

263.-Puesta de sol desde el catamarán de Isla MujeresHere we are again, Premium Social Customer’s followers!

For Customer Service experts, Diversity Management is not something new. A professional who serves customers both offline and online must always keep in mind that he/she deals with people who buy or plan to buy our product and also use WOM to talk about it to others, who will hopefully be prospects.

From the customer’s point of view, the staff responsible for serving public assumes the identity of the company they represent. When those employees talk, gesture or make a face, the image of the company where they work is affected by their attitude. Their prejudices and opinions about the people they assist, if any, can not affect in any way how they treat them. Customer Service has to be basically homogeneous, even though customisation is increasingly necessary nowadays. The same applies to a call regarding our voice. In the case of a Community Manager it’s even easier, since in Social Media Customer Service we don’t need to care about our facial expression and intonation when communicating. Although this is certainly an advantage, we must manage Social Networks with care, measuring and thinking every sentence and word we write in order to prevent them from being misinterpreted by receivers, ir order to avoid disturbing them or offending their sensibilities. In the age of Communication 360º it is not only important where and how our products are made but also that the way we advertise them and how we communicate that information don’t damage the image we want to nurture and promote to obtain customer engagement. It is therefore important not to convey any message on Social Networks that could be perceived as discriminatory in any way such as a negative comment about gender, nationality, race, age, religion, sexual orientation, politics, etc. Moreover, treating customers by adapting our message to their peculiarities when we know them (hence the importance of a good CRM) and orienting our strategy to the demands of these niche markets will lead us to thankful clients who will be particularly loyal to our brand.