Salesforce do super infographics – here’s one on handling different types of comments on social media.
First up, a flow-chart for dealing with positive, negative or neutral comments.
Source: Jeff Bullas
Positive and neutral comments are easily dealt with, but negative comments require a considered approach. If it’s a genuine complaint, acknowledge the complaint, but move it to private communication as quickly as possible.
Trolls are more challenging. Received wisdom is don’t feed the trolls. Ignore them, but do not attract their attention further by deleting their comment – this only fuels their fire. However, it’s perfectly ok to remove offensive or spam comments, and comments with legal or criminal implications should be reported to the relevant authorities.
Finally, some general advice. You should always personalise your interactions online. Reach out to and engage with your followers regularly.
5 Ways to use Direct Messages for Better Customer Service and Engagement on Twitter
I was sent an interesting infographic this week from the folks at Hosting Facts, and the sheer scale of global internet penetration blew me away.
- There are 3.26 billion internet users; that’s over 40% of the world population.
- Facebook now has 1.55 billion active users.
- 2.9 billion Google searches are made every day.
- 2.7 million blog posts are published every day.
When it comes to website and domain stats, there are currently 966 million websites in the world today.
- Google is the #1 most popular website, followed by Facebook and YouTube.
- The most popular CMS is WordPress, powering 25.4% of all websites in the world and responsible for over 76.5 million blogs created since 2004.
- There are currently 123.78 million registered .com domain names, making the .com TLD the top domain name extension.
There are more mobile internet users than desktop internet users; 52.7% of global internet users access the internet via mobile.
- Search engines are the starting point for mobile research, with an estimated 48% of mobile internet users starting their search on search engines.
- Google uses mobile compatibility as a factor when ranking websites.
- 70% of mobile searches result in an online action within an hour of the search being conducted.
- 50% of mobile users will abandon of web page if it takes more than 10 seconds to load, and 60% won’t return to the site.
Click here to access the full report.
Related: AdAge Social Media Facts 2016
Instagram Stories or Snapchat? Which works best for your marketing needs?
Like most things social media, the answer depends on who you want to reach. The following infographic should help you choose between the two platforms.
Tweeting for the sake of tweeting won’t drive conversions for your brand.
You need a plan at the outset and you need to continually monitor, measure and evaluate your performance day-by-day. Backed up by some science in the form of statistics, this infographic offers twelve tips to help you drive your Twitter marketing forward.
What’s your business’s favourite social media platform? Maybe it’s Facebook; it’s popular for both personal and company use and has active participation in the billions. Perhaps you’ve set a goal of posting to your company’s Facebook page at least twice a week. That’s great—but it’s not enough specificity to your goal. Are those posts designed to drive people to a sale page or an email sign up page, or some other call to action?
That, in a nutshell, illustrates the thought journey that needs to happen in order for you to start measuring your social media’s return on investment. Of course there are traditional metrics—how much did efforts cost and how much did they bring in. But social media measurement also means setting up goals, tracking analytics, and analysing those against dollars, pounds, euros, and cents too. This detailed graphic can help you establish review processes to aid your business’s bottom line.
SEO (the acronym stands for Search Engine Optimization) is the process of getting traffic from “organic” listings on search engines in order to improve your website’s search engine ranking.
Put simply, SEO is about making sure that your website appears prominently on a search engine results page (SERP) when a person types in keywords related to your business. As a business owner it’s vital that you understand the importance SEO plays in your online presence, and how best to optimise your content for online success.
Having duplicate content is the most common major SEO issue on websites, according to recent research from SEMrush. The report was based on anonymous data collected via SEMrush’s Site Audit tool on 100,000 websites and 450 million pages.
Other common serious search engine optimization issues include duplicate title tags (present on 35% of sites examined), broken internal links (35%), duplicate meta descriptions (30%), and broken external links (25%).
Check out the infographic below for more findings from the report:
What makes the perfect Tweet?
SocialBro and Hubspot delved into the science of Twitter to come up with some answers shared in this infographic.
You might also like: 9 Science-Backed Tips to Double Your Twitter Engagement
I really like this Infographic from Salesforce on how to handle different types of comments on social media. I’ve highlighted some key takeways at the end.
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Respond in Your Brand’s Voice
It’s important to be consistent with your voice on social media: It should match what you convey through customer service, your website, and any other advertising or channels where a customer may be exposed to the brand.
Respect Their Emotions
When people are upset, they often just want to feel validated; even when you don’t understand where people are coming from, it’s important to respect how they feel.
Create an Answer Library
Take comments from your social media users and turn them into content, and think of how you can provide content that’s a valuable service and invites your customers and fans to be part of your brand’s story.
Personalize Your Replies
Personalizing your answer and making it interactive through gifs, hashtags, and @mentions makes a difference.
How do you know if all that time you’ve invested in your social media marketing is paying off? You will never know unless you put a system in place to measure and analyse your efforts. Here’s a useful infographic from Salesforce which shows you which metrics you should be measuring to grow your social media.
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