Tag Archives: Communication 360ª

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.

Social Customer Service vs Generic Brands

Social Customer Service vs Generic Brands

It’s a pleasure for me having you as a guest on my blog!

The reduced purchasing power of many consumers as a result of the crisis has led to a surge in sales of generic brands at the expense of top brands. It is very easy to forget our loyalty as consumers when supermarkets offer similar quality products that we can buy for even less than half the price, particularly when there’s no much spare money in our pockets.

Top brands have a great ally in the promotion through social networks in their fight against the above mentioned disadvantage. These are very low cost communication channels compared to more traditional ones and at the same time they have the ability to achieve the engagement of users and turn them into loyal customers through excellence in Social Customer Service. It is in this sense that they can make a difference to generic brands, because when consumers know that they can trust a service that helps them as they deserve with any problem or concern that may arise related to a product, they will have a greater propensity to pay more for that added value. This is why top brands need to:

1.-Promote that channel through their own social networks, websites and also offline through more traditional channels such as TV or print ads.

2.-Have a bold presence on those social networks that can best reach their target audience.

3.-Have interactive and engaging fanpages. Make promotions and contests to keep alive their interest to follow them actively.

4.-Have a team of professionals trained in Community Management with customer-oriented attitude and skills. Experience in offline Customer Care is always a plus when it comes to providing a good level of Social Customer Service.

5.-Give tools that allow their Community Managers to solve critical situations and satisfy customers. Nothing generates so much engagement as giving clients more than they expect and treating them in a personalised way.

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.