I read this article by Richard Levick on Fast Company the other day and it got me thinking, what do top brand and social media managers do once they’ve amassed hundreds of thousands of followers? Top brand and social media managers know that succeeding in social media is more than just a numbers game. They know that there is much more involved that just amassing hundreds of thousands of fans or followers. To truly succeed, they are aware that they need to convert these fans and followers into loyal brand ambassadors. They know that they have to work at building relationships with their customers so that it translates into bottom line sales. Alas, they know that forging those relationships into long-term lasting connections is what is going to inevitably make or break their product. So what do top brand managers do once they’ve amassed a huge following on social media? Here are five highly effective habits of successful brand managers using social media.
- They reward their loyal customers on social media with perks, like American Express has with tweeting specific hashtags.
- They show they care, like Citibank and JetBlue have, via online customer service channels such as Twitter.
- They continue to engage their customers on an ongoing basis so they keep coming back through online conversations, replies, and retweets.
- They entertain and educate their customers with videos, podcasts, live chats, and more to continuously peak interest.
- They monitor their brand, their competition, and looking out for what’s on the horizon in their industry so that they can deliver the best products to their customers.
This is not to be taken lightly. Usually companies who achieve massive followings usually have a dedicated resource or a modest team working on achieving these results. However, if you can implement one or two of these habits, it will pay off tenfold over time. Nothing happens over night in social media. It’s always a work in progress.
Do you know of any other highly effective habits of top brand managers using social media?