Social Media Routines to Help You Thrive

By: The Clarabridge Team

September 22, 2017

Tags:
Clarabridge Engage
Digital Customer Service
Social Media
Social Customer Service
Social Media Management

Is there one formula for social media success? What sets apart the good teams from the great ones? At Clarabridge, we’ve worked with thousands of companies to understand what they are doing right and what they could do a little better.

This in mind, we’ve found some consistency in what the most successful social media teams do on a daily basis.

Plan, Plan, Plan

The most successful social media teams have a solid, yet nimble plan in place that not only ensures consistency in terms of the types of content that’s being pushed and when, but also secures consistency in terms of voice and tone when interacting with the audience. Most people think a social media plan only encapsulates publishing schedules, but it’s so much more than that. A proper plan holds associates accountable for the types of conversations they have with people while representing the brand, has a crisis management strategy at the ready and give both employees and customers access to the answers they need in an efficient manner.

Curation is Key

Curating your content ahead of time, based on either industry or customer interests ahead of time never hurt. By doing this on a consistent basis, and ahead of time, you’ll position your company as a source of information. This is a great way to not only push information, it’s a way to start conversations with your followers – increasing social media engagement. A cool way to plan your content curation would be to use a social listening tool to gather trending topics and discussions your followers are having around your brand and industry. With a proactive approach like this, you’ll be out ahead of conversations, instead of scrambling to keep up.

Efficient Engagement

You should engage with your followers on social media. Everyone knows this. However, creating a routine of efficiently responding to bids from customers is crucial. A bid is when a customer initiates a conversation with you on social media. The bid can be as simple as posting a picture with your product or reaching out to ask a question. However big or small you consider the bid, there should never be a reason to not respond in a timely manner or in some cases, at all. social media expert Jay Baer said in Forbes: “A lack of response is a response. It’s a response that says, ‘We don’t care about you very much’.”

Sometimes teams can get overwhelmed with all of the mentions, however with the right tools in place- associates can easily prioritize and route simple bids for engagement to marketing or community managers and requests for support to a support specialist.

These are just a few routines that can help your team thrive, but first, you need to know where you stand against the competition. Take our social engagement grader now and see how you stack up.

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