Customer Response Time Expectations on Social Media

Hello, is anyone there…?

If your social media is on auto-pilot, you may be missing one of the most vital pieces to having a successful social media program - being social and having conversations!

For those of you on auto-pilot, today is the day to reassess. Posting content is great, but if you aren’t actively engaging with your followers, replying to their messages or comments you are losing out. Your customers have expectations and you may not be meeting them.

One of the Annoying Actions Brands Take on Social Media is “Not Replying to My Messages” according to a SproutSocial survey. Here are other interesting stats:

• Did you know 80% of customers expect companies to respond to their social media posts within 24 hours?

• 85% of customers on Facebook expect a response from companies within six hours.

• 64% of customers on Twitter expect a response from companies within one hour.

Don’t have time to watch your social media around the clock? That’s what I’m here for. Contact me to get a quote!

Negativity on Social Media

While I was brainstorming my blog topics for October, I had to stop to respond to a notification regarding a negative review one of my clients had just received. After the situation was rectified, I thought here is my next blog post.

Regardless of what type of business you have, industry you are in, you will one day get a negative review. It’s inevitable, but how you handle it speaks volumes to your customers and even prospective customers.

Connecting with your customers in real time has it perks, but there are consequences. 50% of customers claim they would stop doing business with a company that doesn’t respond to a negative social media post. 62% of customers say they are influenced by negative comments and will stop doing business with you altogether.

Don’t let this be you. Respond to all negativity, you might surprise yourself and win them back.

Get Noticed on Instagram with the Explore Page

Are you one of the 25 MILLION businesses on Instagram? Maybe you have a personal account where you like to casually browse and explore.

The keyword here is EXPLORE.

What is the Explore Page?

The Instagram Explore Page is where users venture outside of the accounts they are already following. It is tailored to the users account based on their previous likes and latest follows.

The Explore page now includes IGTV, Shopping shortcuts, and topics all within one centralized page.

Why is getting your brand featured on the Explore Page important?

60% of users say they’ve learned about a product (or service) through Instagram. Getting your brand featured on the Explore page makes it easier to organically get noticed and grow your following with users who are more than just a number.

Social + Ecommerce = Shoppable Posts

What do you get when you put two of my favorite things together? Social Media + Ecommerce = Shoppable Posts.

Selling on Instagram is getting a lot easier with the launch of their latest shoppable posts feature! Back in the day, okay maybe just last year, the only way to get Instagrammers to buy was to hope they went back to the link in your bio AND THEN found the actual product you were mentioning AND THEN added it to their cart. Another option for those with a larger following was the swipe up feature in Instagram stories (which BTW requires a minimum of 10K followers).

This new shoppable feature is making checking out a breeze - users don’t even have to leave the Instagram app!

Have you used it yet? Not sure where to start? I’m only a phone call, tweet, or email away. Let’s make it happen!

Instagram, the New Facebook?

March has been a month of changes for Instagram. First, improvements to videos as mentioned in my previous blog post and now a not-so-welcomed feed change. The looming change in Instagram's feed will display photos and videos from accounts you are following based on an algorithm. Posts will be displayed based on popularity and other social signals versus its current chronological order. Sound familiar?

Instagram may be taking cues from its big brother and owner, Facebook which made the same algorithm move back in 2009.

After a frenzy of complaints from Instagrammers, Instagram tweeted the below. The cryptic tweet may mean the change isn't imminent but I have a feeling it'll be on the horizon soon enough.