Facebook, Twitter, Instagram and other platforms are great for customer feedback and promotions, but how can you further integrate them into your own website or blog? This week’s mashup offers tips and tricks on how to make navigating between your site and social media sites smooth and harmonious.
You can direct customers to your Facebook with more than just a link now by embedding public posts into your website or blog. Above is a step-by-step guide on how to do it and what isn’t allowed to be done. The article also talks about creative ways marketers can play with Facebook’s embedded posts.
Would you say the added feature of embedding is effective for businesses to further create social puff?
Dennis: I love the idea of embedding Facebook posts on websites. I especially see this as a great way to drive engagement with customers who might not be aware that your company is active on Facebook. It’s a big win anytime you’re able to extend the interaction with your audience beyond just your website, as websites generally serve as a 1-way communication channel, whereas you can keep a conversation going on Facebook.
On the Twitter side of things, embedding tweets have also been used to enhance content, encourage engagement and create social proof. By simply copying and pasting a few codes, you can transform your webpage into a more interactive piece of marketing tool.
Dee: Use sparingly! I like seeing them when reading articles about what other people have to say about a hot topic, but if I wanted a list, I’d probably just do a twitter search and read it for myself.Dennis: If you’re going to embed tweets on your website, I think it’s important that it’s relevant and that it adds value to the content of that page. For example, on a sales page, having an embedded testimonial will come across as more genuine than a copy and pasted one. On an event page, having a feed of event-related tweets can be a great way to stimulate buzz and encourage chatter. Be purposeful, and don’t just do it for the sake of doing it.
According to this infographic, customer service seems to trump the product itself. People want personalized experiences and timely and helpful responses to their feedback. Social media opens a new route to connect with these needs. Go beyond the humour and the promotions sometimes. Think about personalization and strengthening the feedback loop!
Speaking of the feedback loop, if a customer makes a public complaint on Facebook/Twitter, should managers ever respond via private message? (If so, how should the manager demonstrate to other followers that the complaint isn’t being ignored?)
Dennis: A public complaint should ALWAYS be addressed. Whether the manager decides to do so publicly or not depends on the situation, but they should at least publicly acknowledge that the complaint was received and that it will be dealt with. It’s important for their community to see that their feedback and opinions are valued. Remember, a complaint should always be looked at as an opportunity to convert an unhappy customer into a loyal customer. I’ve seen this happen on several occasions.
Dee: If a customer makes a public complaint on Twitter or Facebook, it’s important that the first message is public and an apology. From this, managers should encourage the customer to talk with them via DM/Message to further understand the situation.
Nick: Yes! To go a step further, community managers should always respond publicly, then take the conversation to a more private medium if need be. It’s important for your reputation to publicly demonstrate competency and empathy in the face of a complaint. Most importantly: Never erase negative feedback (unless it’s offensive somehow).Amy: When customers leave a negative comment, it’s crucial to reply, at least partially, publicly. No negative comments should ever be deleted or ignored (even if you don’t agree). It is much more effective to showcase how you respond in negative and positive situations. Your customers are smart and they want to receive respectful an timely responses to their feedback, both good and bad. Reply honesty and professionally and you will always come out on top. Each complaint is an opportunity to redeem yourself, remember that!
What’s Monday Mashups without a little randomness? This article suggests creative ways brands can leverage the Breaking Bad series finale for fun and engaging content. Even if you’re not a fan or if none of the ideas apply to your business, take it as a creative exercise so you don’t miss cool opportunities for your brand!
Breaking Bad, yay or nay?
Dennis: If you do choose to do this, make sure that:
- There’s context and that it fits the voice of your brand
- You’re not infringing on any trademarks
- You think through how it might affect the perception of your brand
If there’s any uncertainty about any of these points, then it’s probably not a good idea.
Dee: Breaking Bad – yay. On the marketing side of things – I’ve read some articles before the finale that any advertising spot (30 second ad) was going between 250-400k. It’s amazing what a great story can do for marketing! Breaking Bad has built up quite a following, and being a fan myself, I was quite satisfied with the ending!
Thanks for joining us on this week’s Monday Mashups! Happy Monday!