Social Selling in Holiday Season

Apart from conducting motivational workshops for employees, Mr. Amit Jadhav frequently conducts social selling workshops for marketing professionals; in one such workshop about “Social Selling in Holiday Season” he gave valuable ideas like:

  • Holiday season is coming and today due to so much competition, it’s essential that your brands social network sticks out to boost sales. Write Product Reviews – contemplate writing reviews of your goods on your business blog and encouraging them on social networking. These overviews could include special product suggestions, flaunt product attributes, and even include videos and images that highlight your product in a brand-new light. Better still, get a guest authors to writer these posts so you can provide a fresh perspective on your company’s offerings. Pick a distinctive theme for every roundup and post the goods to your business blog and social networking outlets.

Bonus points if you provide roundup particular coupons or deals! – Here are some roundup examples to spark your imagination:

Top 10 adventure vacation spots for 2018

Top 5 road-trip destinations in India

  • Take Advantage of Holiday Hashtags – #SummerVacation #Christmas #HolidaySpirit #NewYearNewMe, and the list goes on. Social networking hashtags are huge throughout the vacation season, and your brand can utilize them to drive sales. Tag your Instagram, Twitter, and Facebook articles correctly to make sure they appear in vacation social networking searches all year. Oh, and remember to utilize visual media to stand out from the search results page.

At a social media marketing workshop, Mr. Amit Jadhav – the motivational speaker, discussed about some social media quick deals – which included:

  • Maintain your customers glued into your social network pages by providing social network specific deals. These can either be product specific or a promo code which gives consumers free shipping, a percentage off their bill, or a free bonus gift
  • Holiday Social Media Branding – Get from the vacation spirit by giving your social network accounts a holiday makeover. This could be as simple as adding a Santa hat into your Twitter profile image and a snowy filter into your cover photograph. Along with some other tactics on this list, vacation branding shows that your brand is active throughout the holiday season
  • Use Your Network of Influencers – Partner with influencers into promoting your goods. Are you a clothing brand that’s attempting to push summer wear? Send product samples to local style vloggers.
  • Video Specials -Make vacation inspired videos like merchandise reviews, comedic specials, along with behind the scenes specials to help keep your audience engaged throughout the holiday season. The videos do not necessarily need to show off the merchandise itself either, just make sure you promote your brand.
  • Give Back To A Charity – Give back throughout the holidays by giving into a charity. A good way to do that is by donating a part of all sales say, 10% to charity during a 1 or 2 day sales event.

Such useful social selling tactics are the core ingredients which Amit Jadhav, the Keynote Speaker discusses while conducting his digital marketing workshops.

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Social Selling: Ek Prem Katha Part I

The Good Old Days

Since ancient times story telling has always allured most of us. The Panchatantra when read as a child had a moral at the end of every story. Mahabharata, Ramayana had a glue to attract anyone by virtue of the story told in parts throughout the entire script. Stories from Chacha Chowdhary, Chandoba, Tinkle, etc., still echo in my ears. We have been listening to stories from our grandmother, mother and others as a child. I have fond memories, I am sure you would too have a few of them on your mind.

My 4-year old nephew inspired me

Recently in my two months stay is US had some time out to be spent with my four year old nephew, Samar in CA. I soon discovered that the way to get him to sit ad talk with me is by reading stories. He is now into super-hero adaption stage. Spiderman, Batman and Gotham city, Green Lantern and all became my room mates.

I decided to write a story on teachings of social selling which each one of you can use. Something unconventional but I hope you will give me your feedback in this journey. It might sound funny to explore how business can grow with Social selling but in a very child-like way. This 12 series LinkedIn blog articles is a first attempt to put the lessons on social selling for use to each one of you but in a story format. You will learn a lot of new tools to help you succeed. All tools are extensively researched. They are FREE or FREEMIUM (some features are lifetime free). Most of which are used by my team at TASK.

Over the years, I have been invited to deliver Keynotes on Marketing, invited by various Chamber of commerce, media companies and corporate to conduct Social Media Marketing and Social Selling Masterclass to empower Entrepreneurs, business owners, sales and marketing folks. 700 plus folks have been benefited by these programs for which I am booked only on weekends as my three businesses occupy me throughout the week.

I have been writing blogs and articles for many years now. Have co-authored a book on Social Media Marketing.


Social Selling : Ek Prem Katha – Part I

Rohan, Yash and Chaturbhuj

It was 6:30PM and raining cats and dogs. Rohan walked outside Solitaire Towers, a commercial office building in heart of IT Park. He just finished another unsuccessful meeting. He looked at the sky above looking weary, exhausted and clueless. Rohan got his phone out and booked a Uber, it showed 3 minutes to arrival. The name of driver flashed but Rohan didn’t bother to look at it as usual he knew that the driver will take efforts to find him.

As he stood there outside the posh office building he saw people exiting from cars, all eared up and glassed up. He wondered what a shit life he is living even in his early 40s. His old Alto car service agent had been following up with him for next schedule service which was delayed by over two months but Rohan had no inclination for even getting his car in proper condition. Life seems to hold him back and things did not turn out, as he wanted them to be. Since two years he had been selling insurance to people.

A car drove towards him, slowing down, the driver took the passenger window down and made a gently asked looking at him, “Mr.Rohan?” Rohan jumped into the car. As he ran towards the car from big-glassed doors of Solitaire towers he held the leather bag to cover his head from rain. His wife Radhika had gifted him this bag two years ago when he decided to start his own business after getting pink slip from a top company. Living seemed hopeless and stress became his closest friend. He was not living a life he desired.

Rohan rushed inside the already open door of the car.

“University?” asked the driver accepting a confirmation. Rohan replied “Hhhmmm”. A couple of minutes into driving at the first signal the driver asked, “How was your day Sir?” Rohan who was engrossed looking outside replied, “fine”. “Doesn’t look like” replied the driver. Rohan surprisingly looked in front towards the driver for first time. Probably thinking in his mind, who the hell are you to tell me that. It’s a bad day already and why is this guy bothering me.

Rohan looked at the driver. He had a calm, gentle face with glittering eyes and charisma like royals. He was in his mid 30s and dressed well for a driver. Clean-shaven and quite friendly in that first comment he made. But somehow after a pause he asked the driver, “how do you know?”. The driver looked in the rear mirror and exclaimed, “Your face reflects that”.

Within a minute the driver had all attention from Rohan. “What’s your name?” asked Rohan. He smiled and replied, “Yash, it’s printed on your bag Sir” he replied with a witty smile. Rohan looked at his bag which was kept besides him in the seat. Yes it was from the famous Leather bag manufacturer Yash Leathers. Rohan was amazed to how Yash observed ‘Yash’ in the short time he was in car.

Rohan got a bit interested and they both landed into a conversation.

Rohan – how can you be so observant?

(Yash just smiled on and didn’t say a thing. There was some warmth in the way he smiled.)

Rohan – How much do you get in a month by driving?

Yash – Around 3k to 3.5k Indian rupees

Rohan – hard work man.

Yash – No, not at all.

Rohan – What do you mean? Is it worth to get only 3k after driving in this heavy traffic and working all day?

Yash – I just drive for couple of hours when I am free, my business keeps me busy.

Rohan who was few minutes ago not even interested to see the face of his companion now had all his attention and interest towards him. “You do business, and you drive a Uber?” asked Rohan. “Yes it’s a long story” Yash replied.

A tired and lifeless Rohan became excited upon the mystery of a person named Yash who ran some business and still becomes a Uber driver as and when he wants. He wanted to know more. His head was full of questions. Over past many months he was restless as his venture was growing. He never found leads easily and conversion took hell lot of time, in fact hardly happened. Costs were increasing and losses were mounting. Radhika was doing a job and that was the only respite. Their discussion continued further.

Rohan – Tell me, what business you run?

Yash – I run a online grocery store called apnadukaan.com

Rohan – how many people work for you.

Yash – 28 in all.

Rohan – What? And still you drive for a living?

Yash – Who said I drive for a living?

Rohan – Then what is the need for driving a car?

Yash – I like connecting with people. A two hour Uber connects me with awesome people. I look at it as you might look at your cold calling in a day. It’s fun to know people and build relationships.

Rohan – Build relationships? How can a 15minute drive help you to build relationship?

Yash – (smiles) A 15 minute drive can trigger a reason between us to engage and then we take it ahead in on-on-one meeting to see how we can benefit from each other.

Rohan was finding this very interesting. His anxiety grew and he wanted to know all by now about this unique person he met.

Rohan – So how do you market your business?

Yash – have you heard of social selling?

Rohan – What’s that? I know what is social media but not social selling. I had posted about my Insurance agency of my personal Facebook profile, got a few likes from friends but no one turned up to sign up an insurance policy.

Yash – I have imbibed teachings from ancient marketing guru Chaturbhuj and blended it with digital to help my company grow.

Rohan – Chaturbhuj? What are you even talking? What is an ancient so called guru who is never heard of do with today’s digital age to help you market?

Yash – Sir, your destination is nearing. Why don’t we meet over coffee to discuss?

Rohan’s sudden body language change was an invitation to Yash to drive Rohan to whatever he wanted. For two years he had struggled to get new customers and here he meets a Uber driver, who owns a business, has employees and still considered this two hour drive time a cold calling just to meet new people. This was so confusion to Rohan. He wanted to know the secret. And who is Chaturbhuj? Rohan’s mind was spinning but in anxiety to know more. Not sure when was the last time he got so excited to gain knowledge.

The two decided to meet at a coffee joint on coming Saturday. Rohan was more than excited to know about this mystery man called Yash and what kept him so happy managing a business and driving a Uber.

To be continued…..

 

5 Awesome Tricks How To Use Facebook Live To Boost Brand Value

Facebook Live is a fantastic feature. Period. Introduced almost a year and a half ago, Facebook Live has been great for driving engagement for brands who have used it well. Most brands and businesses though, have struggled with Facebook Live and have not managed to leverage its full potential.


Here are 5 incredible tricks to weave Facebook Live into your marketing strategy and use it like a pro!

  1. Q&A sessions

    The best way to keep your audience engaged during a live Facebook session is to keep interacting with them. Invite your audience to ask questions about your brand, and its values and stories. Get an authority figure from your organization such as a Vice President or Marketing Manager to answer them in a light and honest manner. The fairer, faster and crisper answers your representative can give, the more questions will trickle in, thus increasing engagement. Such Q&A sessions will help create a bond and establish a trust factor between your brand and your audience.

  2. Tours and visits

    Show off your workplace. A beautifully designed corner in your office space, the entrance or lobby in your office, the cafeteria, the factory floor – show your audience where the actual work happens. This idea especially makes a lot of sense if you own a store or a cafe or a restaurant. People want to see what they are visiting before they actually visit!

  3. Collaborate and share the spoils

    Identify a key thought leader or social media influencer in the same domain as yours. Let them take over your Facebook page and host a live session. Co-marketing is a great trick because: a) it allows you to establish domain expertise, and b) it lets yours and the collaborator’s fans to crossover and increase each other’s fan following.

  4. Web-series

    If you are spontaneous enough or your business allows you the spontaneity to create a series of live videos stringed together by a common theme or product/service, creating a series of live videos would be fantastic. You can follow a basic plot and re-enact in front of your audience on Facebook live or you can go with the flow and let your instincts take over. Moreover, such kinds of series also allow you the flexibility to conduct multiple interviews tapped apart but as a part of a series. A weekly movie or gadget review or a look at industry news and your opinions on it are also great ideas to drive engagement through a series. It helps your brands establish industry or domain expertise which is so important when it comes to brand perception.

  5. Co-travel with your audience

    If your organization takes part in a lot of trade shows, exhibitions, conference, seminars, etc. go live from the venue. The section of your audience that hasn’t been able to attend also feels like a part of the show and event. It creates a perception about your brand that your brand values the audience and wants to deliver the most value to them.

We have already in the middle of video marketing’s peak. Streaming of videos is commonplace and mainstream thanks to streaming services such as Netflix, Amazon Prime, Hulu, Hotstar, etc. Businesses too are taking advantage of live video streaming, courtesy Periscope. With Snapchat, Instagram and even Facebook supporting live videos, brands need to fast figure out innovative ways to engage with audiences using the Live Video tool.

How To Boost Website Traffic Using Facebook and Instagram Ads

The dominant currencies of the modern digital world consist of likes or retweets or shares or views. But website hits still do matter. Maybe not as much as in 2008, but they still do. Here’s why:
E-commerce websites still register significant traffic on its websites as compared to apps. According to LSA’s (Local Search Association) April 2017 report, “The Digital Consumer Study,” 63% of consumers use websites to find or engage with businesses. Google still gives website-specific elements more important than social-specific elements for SEO and local rankings.

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Even though social media platforms are more popular, websites, clearly, are not going anywhere. If anything, they might become even more important as the focus shifts to seamless marketing strategies using wearable technology and augmented reality. The idea behind modern digital marketing should not be to write off websites, but to drive traffic to your website using social media.

So your social pages have many likes and high engagement. How do you convert that into website traffic?

Facebook (and by extension Instagram) boasts of a solid advertising platform. The set-up is easy, the targetting is precise and the ROI is pretty good. Brands and marketers who are not taking complete advantage of Facebook and Instagram’s ad platforms are getting left far, far behind the the race.

Facebook Ads

Facebook gives you the option to create ads for literally anything and everything. You can drive app installations, gather more likes on your Facebook page, collect leads, promote an event, etc. Similarly, some Facebook ad types let you drive traffic to your website.

  • Primary among these is the Standard Link Post Ad.ad link.png
    A primary link post ad is basically a clickable image post or video post that drives traffic to your website. Facebook lets you customize the Call-to-Action (CTA) button on these posts. For example, for a newly launched product, you can use ‘Shop Now’, or to guide users to a landing page to collect their infomation, you can use ‘Sign up’. Clicking on the CTA takes the user straight to your website’s landing page.
  • An interesting new idea is the Carousel Ad.

    Carousel ads allow you to create an ad with a series of image ads in side-to-side panels. Each of these panels can contain a different image post. This kind of ad format is best suited for when you want to promote multiple products or want to indulge in advertising via storytelling. Each panel contains a separate CTA for separate links to your website’s individual product/service pages. You can also customize the text under each image in each panel. The last panel of your carousel ad takes the viewer to your website’s homepage.

Instagram Ads

Ever since Facebook acquired Instagram, the ‘user base is fine but how will the platform generate revenues?’ voices died down. Even skeptics knew Facebook would do something remarkable with Instagram once it acquired it. And the best testimonial of this came when Facebook supplemented the Instagram platform with its own ad system.

Instagram ads are almost as effective as Facebook, benefit from a vast user base and are pretty solid from an ROI point of view too.

  • Like Facebook, Instagram too has a Standard Link Post Ad. Unlike Facebook, you cannot randomly boost a post. All link ads have to be mandatorily accompanied by a CTA button such as Sign Up or Learn More. While this does drive down the overall reach, it also means more relevant lead generation by ratio.

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  • Instagram’s Carousel Ads are also similar to those of Facebook. Instagram allows only 5 panels in its carousel ads. Considering the app’s quick use demographic, this makes sense in terms of the storytelling you want to do with your ads.



Organic  reach has seen a substantial drop on social media platforms, especially Facebook. To drive traffic to your website, you are going to have to depend on two primary policies – innovation with organic content and acceptance of paid ads.

Good web traffic can help you achieve business goals, and social media can help you drive substantial web traffic.

5 Quick And Easy Tricks To Boost Instagram Engagement

Flustered about why your brand isn’t as popular on Instagram as Red Bull or NatGeo? Worried with the subdued engagement your Instagram posts are generating? Worry not. Here are a few quick hacks to optimize your Instagram usage and boost your brand’s presence and engagement on Instagram.

1. Save the Competition

Your competition is doing better than you on Instagram. Should you get angry and throw things around? No. Learn from the competition. Instagram lets you save posts for later viewing. Track your competition, keep a track of the posts that are performing best on your competitor’s feed and save it.

While creating your content calendar, make sure you go through all the best-performing posts of your rivals, and retain the good elements and base your content around what seemed to have worked best for them.

2. Filter the Filters

As per Webdam, 60% of the top brands on Instagram use the same filter for every post. So sticking to a similar visual appeal for content draws more attention that playing around or experimenting with Instagram filters. Once you have figured out what your brand’s go-to filter/s are going to be, manage the filters in such a way that the ones you use the most are at the top.

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Select the checkmarks next to the filters you want to use, while deselecting the checkmarks, hides the filters. If you want to reorder filters to prioritize them as per your preference, long press the filter you’d like to move, and drag it up or down to reorder.

3. Bio-Logic

While creating your profile, Instagram provides you with a dedicated URL field to provide a website address in the bio. Instead of directing people to your homepage and expecting them to navigate their way to what they are looking for, be dynamic with your URLs.

Use the URL space in your bio to correspond with your latest content or link it to your special promotions or discount offer announcements. This will prove to be a major traffic driver as opposed to just putting a website address and never changing it.

4. Best-Time Analytics

The Instagram algorithm change resulted in a lot of upheaval at the post-level content in Instagram feeds. Your new Instagram feed is basically a reordered list of the best posts based on a number of factors such as your previous activity, total engagement, overall relevance, etc.

What this means s that an older post may rank above a new post if the parameters dictate so. Instagram insists no post will go missing, only the order has changed. But this move created a quandary for most brands as to how to get their posts to rank above other and/or older posts. The answer is simple, increase the engagement. How do you increase the engagement on your Instagram posts? By posting at the right times.

As I have discussed in many blogs before, every social media platform has its own DNA. So does Instagram. And Instagram comes with its own set of peak timings and low timings.

As per Instagram itself, the new Instagram algorithm is based on the “likelihood that you’ll be interested in the content, your relationship with the person posting and the timeliness of your post“. This makes it even more important to analyze and post at the correct time.

As per a Sprout Social survey, the best times to post on Instagram are 8 a.m. and 5 p.m on weekdays. Weekends surprisingly generate very less engagement, while Monday is the best day of the week to post new content on Instagram.

These are of course general analytics and may vary depending on the brand and location. A good trick to find out your best timings is to keep a track of when most likes drop for your posts. Likes usually keep trickling in for a good 48 to 72 hours after posting content and the day and hour that gathered the most likes is also the hour and day you should consider best for your next post!

5. Geo-Tagging

Instagram posts with geo-tagging receive almost 80% more engagement than non-geo-tagged posts.

This especially becomes more important of you are an actual brick and mortar store or an office space that you want people to visit. Geo-tagging your posts with your business location not only populates your location with content, it also makes it searchable and easily findable. It provides your Instagram fans with an easy and convenient way to track your address in case they are planning to visit you, which would be significantly lower if they had to search and locate you.


Instagram is one of the most important social media platform and smartphone app out there for brands right now. The platform is at its peak, it is adding users by thousands every day and is generating fantastic engagement on a regular basis. If done correctly, Instagram has great potential to drive traffic, convert leads and generate sales.

How To Choose The Best Platform For Social Media Marketing

Finally coming to terms with the changing dynamics of marketing and dynamics? Finally jumping aboard the social media marketing bandwagon? Finally putting your ideas together for a social media marketing strategy?

Better late than never!

Social media is inevitable. Social media is indispensable. But more importantly, social media is crucial. At a time when there are nearly 3.8 billion internet users in the world, with nearly 3 billion of them being active social media users, it isn’t a surprise that businesses are increasingly looking to harness and leverage the dynamic advantage that marketing and branding through social media provides. And the results are there to validate this aggressive transition. Nearly 92% of all marketers indicate that their social media efforts generate more exposure for their businesses, while nearly 66% marketers see lead generation benefits with social media.

So now that you are down to drafting out a strategy for your brand’s social media marketing strategy, you need to have a full understanding of the most popular and/or used social platforms. Along with this, your strategy also needs to revolve around an insightful understanding of every platform’s DNA – user base, interest group, ROI history, purpose, target audience, etc.



Ask Yourself

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To narrow down on which social media platform/s you need to focus on, first answer these 4 crucial questions:

1. What is the objective of your marketing strategy?

Before you chalk up a strategy for your social media marketing efforts, you need to zero down on your objectives or goals first. What are you looking to achieve from this marketing plan? The answer to that question can be summed as either of the following:

a) Brand Awareness – Choose universally popular platforms with a large user base such as  Facebook, Twitter, etc. These platforms will provide you the best opportunity to reach out to the maximum possible customers out there – current as well as potential. Additionally, due to the platforms’ large user presence, crowdsourcing content also becomes easy, reducing your dependency on created-from-scratch content ideas. This is especially handy if you are managing your brand’s social media’s presence aside from running the business yourself. Your choice of platform will also depend on what kind of content best suits your business. If you own a restaurant or a chain of restaurants, or a gourmet grocery store, or a florist shop, Instagram and Facebook take precedence over Twitter. If you are planning on offering a lot of discounts and offer, your primary focus should be Facebook and Twitter for immediate interaction related to these offers.

b) Customer Engagement– Customer connection is all about addressing customer queries and complaints, and engaging with your customers on a one to one basis. Many brands undertake this activity as a major part of their strategies because engaging with customers makes the brand appear more human, leading to higher consumer advocacy and fan following. As much as automation (CRM tools) sounds tempting and easy, the brownie points that come with this activity are hard to ignore for most medium- and small-scale brands. Twitter has by and large been the band-leader platform when it comes to customer engagement. The platform’s instant and urgent nature lends to it being the perfect replacement to CRM tools. Facebook and Instagram

c) Lead Generation
When it comes to lead generation, platforms depend on how they attract potential leads. Facebook and Twitter, for example, can generate a lot of leads from organic strategy itself. While advertising on Facebook can lead to enhanced targeting of leads, the platform largely favours B2C lead generation as compared to B2B. When it comes to B2B lead generation, LinkedIn is by far the best platform out there. While its ROI is not as solid as Facebook, LinkedIn (followed by Pinterest, Instagram, and Twitter) allow for greater B2B networking than Facebook.

2. What is your target audience?

One of most brands’ social media strategy Waterloos is the inability or refusal to connect with their target audience. One of the crucial reasons for this is that brands fail to identify and tap their target audience.

For simple understanding, Facebook is almost always the best place to start since it is the universal social media platform. People of all age groups, income groups, and geographical locations use Facebook. You can further select platforms as per your niche. If young women with interest in arts and crafts or cosmetics are your primary target audience, Pinterest and Instagram is where your target audience resides. If you are an automobile spare parts dealer, LinkedIn is where your target audience resides. And so on.

3. What is the ratio of organic to paid advertising in your strategy?

Advertising on social media platforms now contributes to business growth more than organic content. The reason for this is the aggressive push by platforms to make sure their advertising platforms generate revenues for them. If you are not willing to spend too much on your marketing strategy, you will have to depend on organic content to meet your objectives. This works best on platforms such as Facebook or Instagram.

If you decide to spend some bucks, Facebook’s advertising platform is the most evolved and easy to use advertising platform out there. While Twitter and Pinterest’s advertising ROI is low on promise, some brands have managed to leverage them to good effect too.

As discussed above, if B2B lead generation is your ultimate goal, LinkedIn, despite its low ROI pattern, can be preferred over Facebook, Twitter or Instagram.

4. What content do you want to publish?

If you want to just kick-off being ‘socially active’ without actually going into much depth of the platforms, you can start with content. What kind of content do you have or can create or can crowdsource? Depending on the content format, you can choose your ideal platform/s. If the content that you plan on publishing primarily consists of images, Instagram, Pinterest or even Tumblr are great picks.

If you plan on publishing a lot of videos, look no further than good ol’ YouTube! YouTube is the world’s second largest search engine with over 3 billion searches a month. For live video updates, Instagram and Facebook now provide Live Videos and Stories feature. Additionally, you could also explore options such as Periscope if your audience is niche enough to be found on the platform. Periscope also vantages from its association with Twitter allowing ease of sharing and commenting.

If you are going to share editorial type of content such as blogs and case-studies, or company updates, opt for a publishing platform such as WordPress or Medium and share the published content on your social media channels instead of publishing on social platforms directly. For a more B2B-based approach, LinkedIn has a great in-built publishing tool.

Use this little infographic to aid your strategy while picking the right social media platform.

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Listen Carefully

So how do you measure which platform hosts your set of the target audience? use a social media listening tool. Social media listening tools offer a demographic breakdown of users for each/all platforms. Additionally, these tools also give you a fair bit of idea on what platforms are popular with your competitors or other brands in your domain.

Social media listening tools also allow you to eavesdrop on social conversations among your target audiences. Make use of this feature to design your content around what you listen and tap.

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Believe In Your Brand

Lastly but most importantly, believe in your brand. Your belief in your brand and its values is ultimately what will show in your use of your chosen social media platforms. Your brand’s voice speaks to the customer and you are your brand’s voice. If you are human, your brand sounds human. If you are genuine, your brand sounds genuine. If you are confident, your brand sounds confident.


There is no ‘perfect’ social media platform for your business. Whatever you pick is going to be closest to best. Sure, the first few times you might go wrong. But trial and error will help you soar through. Platforms will come and go, but your creativity and your brand’s values will have to stay forever.

How To Handle Negative Comments on Your Facebook Page

It happens. We all have a bad day. Machines aren’t perfect. Production lines aren’t perfect. And most definitely, humans aren’t perfect. All brands and businesses go through one of those days every once in a while. No matter how careful businesses are, a bad batch or a pissed off customer care executive occasionally ruins it for them. On social media, the backlash to this mess-up can get very brutal.

So how do you treat the negative comments and reviews left on your Facebook page? Should you address them? Should you ignore them? Should you hide or delete them?


IGNORE AT YOUR OWN PERIL

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Ignored comments can cause your customers to think you have taken them for granted. Plus, once they realize that the official platform is not recognizing their grievances, they will go some place else to sir it. This ‘some place else’ can be their own personal profile, another platform, another page, or worse … a competitor’s page.

Very few comments need to be ignored. Such as the ones where taking a pro or against stand can harm your brand reputation. Take for instance, the example below:

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While addressing this comment was near impossible from the point of view of practicality or relevance, hiding or deleting this comment would have give the impression that the brand was taking an anti- stand in relation to the comment. Such comments are best left alone, unaddressed and unattended.

CROUCHING CRITICISM HIDDEN COMMENTS

Hiding comments is an option Facebook gives you, but using it judiciously is best left to you. For starters, never hide criticism. Other fans and followers can, and will, notice. Social media, by and large, is the strongest form of word-of-mouth that exists in today’s world. And becoming opaque in your handling of criticism can have a damaging effect on your business’s reputation.

Handle criticism like a sporting brand. Take it on the chin, and make sure you show you want to make amends. With time and experience, you will realize which criticisms are constructive and which are a pure vent of frustration. Addressing the latter is subjective and will be a moment-based decision that takes into account a lot of factors – type of user account, type of criticism, nature of complaint, language used to address the issue, etc.

Addressing constructive criticism is of critical importance. Always begin with an apology and an acknowledgement of the customer’s concern, followed by the reassurance that you value the customer.

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In the above example, the brand addressed the customer complaint right away with facts and details. The number of likes received by the brand’s comment shows how long the redressal of a complaint goes in securing the brand’s loyal following.

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In the above case, the brand took a slightly different approach in addressing the negative comment by making an attempt to reach out personally to the complainant. This ensures the brand has complete details and understanding of the customer’s purchase and complaint.

TAKING VITRIOL DOWN

Abuse and rant have no place on social media, and even more so on an official business page. This gives you the right to hide or delete comments you deem unhealthy to be on your page.

TACKLING REVIEWS

Negative reviews are a slightly more dicey situation, considering that you cannot delete or hide them. This is why handling them in a measured way becomes even more important

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First of all, sort the real and fake reviews. Some reviewers will write a constructively negative review, judiciously pointing out the pros and cons and their complaints with your product or service. Address these with equal judiciousness. Handing out complimentary credits for them to have to return to your business or repurchase your product is a great idea. But make sure, its well followed up.

Additionally, you can simply apologize for the situation citing a bad day and request the customer to make another purchase or return one more time to your business for an improved experience.

Some one star reviews you get may not be genuine, in the sense that they may not be your customers. Ask them to verify their purchase. Alternatively, if the abuse and vitriol is plainly evident, you can report the review to Facebook. As per Facebook’s guidelines, if Facebook deems the review fake, abusive, spam or disrespectful, Facebook will remove the review/s.

A really kickass way to deal with such negative reviews also is to reach out to your current and past customers and request them to write about their experiences in the review section of your page. This creates a tilt in the favor of positive reviews and automatically drown the fake rants.

Fake reviews can be highly damaging to small and medium scale businesses who depend chiefly on Facebook for their branding and marketing. While Facebook’s algorithm makes it incredibly hard for fake and abusive damaging stuff to get through, it isn’t perfect either. In such a case, a business may consider disabling reviews altogther. The disable reviews (Turn reviews off) setting can be found in the Settings >> Edit Page tab of your Facebook business page.


Social Media is a transparent medium. Your brand’s connect with your fans depends largely on the trust emanating from this transparency. Hence, it becomes extremely important that the consumer’s views, complaints, negative feedback and reviews, etc. are handled with utmost care.