10 Social Media Must Do’s

www.mandarmarathe.net

@mandar13

1. Listen to Social Chatter

Identify relevant keywords to your business and monitor online conversations.

Respond proactively to customers seeking information / help.

Setup Alerts to a company email ID.

Recommended Tools: HootSuite | CoTweet | Twilert

2. Provide Exemplary Customer Service

Track & respond to complaints, queries and feedback promptly.

Be available 24x7 across all channels: Email, Phone, or Web Chat

Everybody in your marketing team should provide customer support.

Recommended Tools: Zendesk.com | FreshDesk.com

3. Integrate Social across channels / mediums Integrate social media across all

mediums: TV, Print, Outdoor, or Online

Simplify login / cart checkout / profile creation by allowing users to sign in using their social ids (Twitter, Facebook, Google)

Consider crowd-sourcing product / service recommendations by leveraging social connections.

See: TripAdvisor.com

4. Identify & Manage Influencers Handpick influencers who speak

about your brand positively. These are the fans who interact with your brand the most.

Start a closed-group / invite-only initiative to run product or service trials, beta test software or conduct market research.

Reward influencers with direct access to your brand team, early news, cash benefits / occasional gifts.

Search for: HTC Elevate

5. Put A Content Strategy In Place Prepare an annual content strategy

framework. Revisit every quarter.

Outline activity lists, content buckets, contest ideas, & important events. Map marketing campaigns to your content calendar.

Split content between “Always ON” and “Tactical / Product or campaign driven”

Think for multiple formats & device screens: Videos, E-Books, Blog, Infographics

6. Channelize fan actions

Connect all your social networks to a single CRM platform

Categorize contacts based on potential customer, current customer, brand advocate, or influencer

Pass on lead notifications to Sales / queries to Customer Service teams.

Recommended Tools: Nimble.com | Signals by HubSpot

7. Internalize Social Media Feedback Prioritize recommendations

collected from social media into product/service improvements.

Treat every complaint / issue as a bug in your system. Enter it into your project management tool.

Recommended Tools: Atlassian JIRA

8. Get Qualitative feedback using Surveys

Analytics tools provide Quantitative data. Real feedback is Qualitative inputs from consumers.

Create and launch quarterly surveys to understand consumer pain points, sentiments about content shared on social media.

Recommended Tools: Survey Monkey

9. Keep a close eye on Competition

Keep track of social media properties of competitors. Closely monitor content strategy & post types that generate engagement.

Learn from local as well as International brands

Recommended : SimplyMeasured.com | Sysomos

10. Track Social Media Traffic

Tag all social media posts that link back to your website.

Create custom reports that segment traffic coming from social media & monitor monthly.

Measure Shares, Likes and Comments on your site content

Recommended Tools: Google Analytics | ShareThis.com