14 Oct The Lokal Guide to Engaging with Customers on Social Media
by Trey Scales
Well, well, well. Look who’s back for more. Today, we’re going to be talking about social media engagement with your customers. This is actually a really interesting topic to me. We’ve all wondered what it’s like to be the one tweeting or posting behind the mask of a major brands with millions of followers. I’ll be analyzing a handful of examples, good and bad. Sit back, relax, and let’s get this party started.
My favorite example of effective engagement is from Wendy’s Twitter account. They’re known for their interaction with customers and, specifically, for being a little edgy with their tweets. They are really funny and people tend to interact with them hoping to be a part of their next viral customer response tweet.
Wendy’s Twitter is the exact opposite of corporate. It’s everything a brand’s social media account should be. It’s funny, it drives traffic, and, most importantly, it brings more recognition to their brand.
On Instagram, my favorite example of a brand engaging with customers has to be Slim Jim.
Slim Jim has transferred their social media into a hub for their fans, which they call members of their “Long Boi Gang.” They post funny memes, which they have altered to include Slim Jim. Perhaps the most interesting thing about their Instagram account is not the number of followers, but the tactics they have used to increase brand awareness.
So, what do these two examples of successful social media accounts tell us? Well, they tell us a lot. If your brand can handle it, lighten up a bit. Use comedy and consistent engagement to drive traffic to your accounts. I can count on one hand the number of corporate style brand accounts that have ever made me want to buy a product or use a service. On the other hand, I can definitely, honestly say that I have gone out of my way to buy both Wendy’s and Slim Jim because of the way they engage with customers on social media. There is NOTHING social about a robot posting for your brand without a comedic call to action.
On the flip side of this, there are accounts that engage with customers on social media to address customer service issues, and it looks great for their image when done correctly.
Let’s use Sprint as an example. If you message sprint on social media, you will quickly receive a reply urging you to directly message them to further address your needs. It’s the quickest way to get a hold of Sprint for help, and when I used this “service” through social media it was very helpful and I received great customer service. It made me feel like Sprint genuinely cares about my satisfaction.
So now you may be wondering what my tip is. My tip is to be genuine in whatever approach you feel best suits your brand. If you want to be edgy and funny, be edgy and funny and don’t hold back. If customer service is your goal, be genuine, and prevent automated responses. My team and I have experience analyzing and managing social media for a long list of clients. Check out the rest of our website for more info on that, including testimonials. As always, if you’re looking to take your business to the next level, come and see our team here at Lokal Media House, we’ll take good care of you.
Looks like I went over my word limit, guess I’m sleeping on the roof again. (Shoutout to the OGs that understand this reference. 😉 )