It is no secret that businesses and brands today seek to engage their target markets through social media.
But the speed and unpredictability of this touchpoint requires a different kind of management style.
We spoke to Wence Wenceslao of Rising Tide Inc., a solutions company focused on delivering a new wave of digital and mobile experiences, for some of her tips on how to enhance a social media campaign and increase customer engagement.
1. Develop an “online persona”
An online persona is a brand or a personality’s identity presence online. For brands, it can be shaped as a persona most relatable to its audience. For personalities, this can be a side of them they want to amplify.
An online persona helps people engage to brands and personalities in a more humanized way.
More connected, more authentic—these attributes allow brands and personalities to have a deeper rapport with the audience.
Note also that consistency is key, so that the audience has a seamless connection between your online and offline presence.
It’s important that your online and offline branding, personal or corporate, convey the same message—the same feeling.
2. Content is king
To engage customers or followers online, you have to provide varied and engaging content using images, videos, quizzes, polls, and the like.
Active management of your social media assets means that you also have to respond to customer inquiries about your brand in a timely manner.
Being able to quickly address their concerns online is an easy way to strengthen affinity for your brand.
3. Use the data you compile
A key output of online engagement is the rich profiling data that you acquire about each customer.
This valuable data helps improve products and services, customer fulfillment, and other customer-related interactions.
This consequently has an impact on the company’s bottom line.
Wence Wenceslao, together with her team, will be leading a workshop on May 30 to 31 entitled “The Essentials of Social Media Management” to be held at the Inquirer Academy, Don Chino Roces Avenue corner Ponte St., Makati.
The workshop is beneficial for anyone managing the marketing and/ or communications functions of any organization or institution.
The Inquirer Academy is at 4168 Don Chino Roces Ave. corner Ponte St., Makati City. For more information about the workshop or if you would like to add your input on the article, you may e-mail ask@inquireracademy.com, call (632) 834-1557 or 771-2715 and look for Jerald Miguel, or visit the website at www.inquireracademy.com.