For Social Media to be truly effective, a company should give its designated social media employees the space to interact with their community, yet maintain some control over what’s said. We had a restaurant client who had a real cheerleader of a waitress. She was a great Facebook and Twitter ambassador—until a customer took umbrage with her service—then the goodwill ambassador became a character assassin. Because we were monitoring all SM messages, NetWave was able to step in and diffuse the situation.
It’s a fine line companies walk to maintain a successful social media campaign. But the payback can be significant. Most clients don’t have the time to keep up with their social media accounts. They find it worthwhile to assign the task of “tweeting” and “posting” to one of their more web savvy (and usually young) employees. Therein lies the dilemma. The employee may know the ins and outs of Facebook, but they have little if any brand and marketing experience.
What’s needed is a silent mentor that quietly oversees all posts, makes sure they adhere to company standards and diffuses any potential issues before they become social media nightmares and examples of what not to do. We call the program our Manage, Monitor and Maintain Program. It’s designed to give your accounts the attention they need, all while growing your fan base and strengthening the connection with your customers.
Train you and your staff on Social Media outlets. Managing the scheduling of posts is an essential task. Your customers represent many different backgrounds and access social media at many different times throughout the day and week. We will make sure you are scheduling posts at the appropriate times to maximize reach, making adjustments when necessary.
On a day-to-day basis your accounts will be monitored for any new interaction that requires action, such as a comment or inquiry from a customer. We will also monitor brand mentions on Twitter and checkins on Foursquare.
Maintaining your accounts is a very important step in growing your fan base. Through the use of Foursquare and Twitter, we will be able to grow your “follows” and “likes.” Also, with the constant update and invention of new apps and social networks we will keep your accounts up to date and make suggestions of new ideas when appropriate.
To schedule a consultation or for more information about our services, contact NetWave Interactive Marketing, your Central New Jersey, full-service marketing firm.