This week, pub chain JD Wetherspoon boldly announced that they are closing their social media accounts. Their reasons? That their likes and followers didn’t equate to pints in the pub. They felt it was a distraction. A shock move like this has prompted many marketing professionals to question whether social media still has a relevant place in the marketing mix, and whether this heralds the start of a backlash against these platforms.
Welcome to the team
We have recently welcomed two fresh faces to the Kemp Marketing team to build up our in-house Digital Marketing skills this spring.
The explosion of social media over the past 10 years has been paramount to the success of many brands, as well as offering a fantastic platform for small businesses to connect with their audience on a local and even global level. However, as these are unmoderated spaces, it’s understandable that you might be nervous about customers leaving negative feedback or having to engage in a difficult conversation, in what is a very public arena.
Sometimes it can be difficult, just as having the conversation in person would be equally as challenging. But it is always better to be part of the conversation and have the opportunity to turn it around. If you can handle it well, you may not only save yourself a customer but also prove your character to a much wider audience.
For an independent or local business, customer reviews are key, and customers are likely to leave them across a variety of social media channels. Dealing with them quickly and efficiently is really important, and you shouldn’t let one or two negative experiences mar what can be a fantastic way of connecting with your customers.
Here are our guidelines for how to manage negative feedback on social media: Read more »