This post highlights the third of four social media strategies I uncovered in my experiment to learn how companies use this medium to engage their customers. I highlighted the first two strategies, the Placeholder and the Sell and Tell, last week. Today's strategy is called the "Forum". All the strategies are a function of how much 'social' and how much 'media' is used.
This strategy is high on social, but low on media. It is generally used to engage in direct dialogue with your customers.
When to use it
The Forum is a great strategy when your customers have something to say. I've uncovered two general ways you can use it effectively. (There may be more, but I didn't see them in my own experiment.)
- Customer service. If a customer is going to rant, make a suggestion, or sing your praises online, why not join in on the conversation? This strategy reaches beyond Facebook and Twitter to include any forum where your customers might congregate, such as Yelp or Trip Advisor. Best Buy is an amazing example of how to use this strategy effectively on both Facebook and Twitter.
- Technical support. This strategy involves using social media as an extension of your support team. It can also encourage customers to help each other resolve technical challenges. Home Depot helped me find an answer to a product question I posted on Facebook by actually researching it and getting back to me!
How to use it
There are three basic steps to effectively using the Forum social media strategy.
- Clearly state why your customers should participate. Encourage customers to participate and help each other. On Facebook, it's a good idea to post a few rules of engagement. Best Buy provides a wonderful example of how to do this.
- Monitor and respond. You'll lose customers fast if you fail to check your messages and respond. Assign someone to monitor social media channels and give them the training and authority to respond quickly. Don't forget to look anywhere your customers might be ranting and raving, such as Yelp, Trip Advisor, etc. Active participation is a great way to amplify the positive comments, lessen the impact of negative comments, and spot emerging trends in your service levels.
- Help in public, resolve anger in private. Best Buy provides a great example of when to answer directly and when to take it off line. In general, it's a good idea to respond to compliments and requests for help in public so others may benefit. If someone is using social media to vent in anger, respond to their post quickly and offer a private way for them to contact you (email, Twitter Direct message, etc.) so you can resolve their issue. This way, all the public sees is that you are responsive and caring.
As always, your comments and suggestions are appreciated!