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Social Strategy Part 2: Engaging Your Customers

The most critical thing you need to do when engaging in social media is interact with your fans/followers, i.e. your customers/constituents. The very definition of social media is to be “social” so sounding like a Google news alert or constantly talking about me, me, me is not very social. In fact, it’s the exact opposite. Unfortunately, this is the #1 mistake that companies and nonprofits make when engaging in social media. They talk about themselves incessantly.

Social media is a suite of tools to help you talk with, not at, your customers/constituents. It’s about having conversations and giving feedback and sharing things with one another. Here are a few simple ways to engage with your customers/constituents:

  1. Ask them a question. It could be as simple as, “What do you think?”
  2. Post a poll or survey.
  3. Give them a call to action in your post – visit a website, sign a petition, refer 5 friends and get a free t-shirt, answer a question.
  4. Be courteous. Thank your customers/constituents when they mention you or interact with your post.
  5. Respond to feedback, positive or negative and be polite when doing so.

Tune in tomorrow to find out why you do, indeed, have time for social media.
See yesterday’s post on how to get started with a social media strategy.

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About Tracy Sestili

Tracy Sestili is CEO and Chief blogger at Social Strand Media. She is also the author of Taking Your Brand from the Bench to the Playing Field -- Social Media Fundamentals for Business.

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