The following is a guest blog post from Peter LaMotte at Levick.
CEOs typically understand that cultivating an active social media presence is good for business. Social media can expand a company’s influence, connect with a target audience, and boost brand awareness. What may be less commonly understood is how a few critical social media faux pas can alienate prospective customers and damage the reputation of a business.
Here are some of the most egregious mistakes business leaders and executives make through their approach to social media:
Too much “about me”
The onslaught of celebrity activity on social media conveys the impression that Facebook, Twitter, Tumblr, etc., are all about self-promotion. Though this might be true for rock stars and movie actors, the same principle does not apply to CEOs and other executives. In fact, an abundance of posts and tweets exclusively about yourself or your business will likely drive potential followers away.
Social media focuses on engagement, creating conversations and connections across the blogosphere and elsewhere. It is not the venue for a hard sell.
“Social media is all about making connections and, just like in the real (rather than virtual) world, people will be more drawn to you if you actually listen to what they’re saying than if you try to force your message upon them,” says Jessica Routier, head of social media at IAC-EZ.
Not paying attention to content
An indiscriminate approach to content is another social media faux pas. Deluging your followers with posts and tweets of little value won’t achieve your business objectives. Quality content that addresses customer concerns or offers valuable “how-to” information (either about your product, service, or your industry in general) will generate followers and encourage people to come back for more.
“[Businesses] need to ask questions, share some humor, provide motivational quotes and ask for their opinions about products or services in your industry,” says Michelle Hummer, CEO of WebMediaExpert.com. “I do a random, ‘fun question of the day’ to get [people] involved.”
The most effective strategy is consistently posting valuable content and interacting with others online.
Failure to engage
Whether you know it or not, people are talking about your business online. Failing to monitor and promptly respond to those questions, complaints, and comments is another critical social media faux pas.
“All too many companies still fail to realize that most customers, especially Millennials, look at social media channels as valid a form of interaction as a physical trip into a brick and mortar store,” notes social media columnist John Boitnott. “If you fail to engage, you’re missing a valuable chance to shape your image. Don’t let other people shape your reputation when you could be shaping it yourself.”
Businesses sometimes err by “venting” a grievance with a competitor or an unhappy customer on social media. They forget that once something is posted, it’s there forever – and their negative comments can resurface at any time and come back to haunt them.
Maintaining incomplete or poorly written social media profiles
Don’t make the mistake of thinking your online CEO or business profiles go unread. Not only are these often the first thing people new to your business check out, but a properly constructed profile (complete with industry-rich keywords) can help with your company’s SEO rankings — another way to elevate your social media presence.
At the very least, each profile you maintain on different social networks should include your physical address, a link to your business website, and some concise but user-friendly information about who you are and what you have to offer.
Lack of comprehensive social media strategy
As should be clear by now, a hit-or-miss approach to social media is typically a waste of time and does not benefit your business. Avoid these common mistakes when developing a strategy:
No coordination with other departments. Your C-suite social media efforts are most effective when they’re aligned with what other departments are doing (i.e. marketing, public relations, branding team, etc.). Leads generated by your compelling content can be converted to sales when they drive traffic to your business’ website. Don’t let these valuable opportunities slip away.
Failure to identify social media influencers. In every industry, certain groups or individuals wield significant influence over their followers and can significantly help or harm a business. Know who these influencers are and focus on becoming part of their community.
Neglecting to measure ROI. With tools such as Facebook analytics and Google Analytics, it’s a big mistake not to explore and understand what customers and followers enjoy (and don’t enjoy) about the content you provide. How can you hope to extend the scope of your social media activity and generate more likes and clicks without a sense of what’s working and a strategy to build on those insights and get more bang for your buck?
“The real magic happens when you have a strategy,” says Brooke Howell of Reputation Capital. “If you’re running a social media program but you don’t know what you’re going to accomplish next month, you’re doing it wrong.”
Taking steps to avoid these faux pas will sharpen your social media marketing efforts and pave the way toward making more connections with prospective customers.
Peter LaMotte, Sr. VP, Levick
Peter LaMotte is a Senior Vice President at LEVICK and Chair of the firm’s Digital Communications Practice. He is also a contributing author to LEVICK Daily, where he routinely writes about social media marketing and online reputation management.