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SOCIAL MEDIA: How Your Brand Can Interact With a Strategic Voice
As social media interaction continues to shrink the disconnect between business and consumer, it is important your brand has an established response style and tone to strengthen your relationships among followers.
Get to know your audience.
Research similar brands to learn what evokes your target market’s response as well as high-performing strategies. Maybe your audience shares suggestions because they want to contribute to a brand they value, or maybe they would rather question and debate your related topics because they’re passionate about your goods or services. Either way, understanding the motivation behind the response is key to interacting with intention, which can create an emotional connection.
Every brand is different.
As more businesses are online posting witty, sassy responses across their channels, remember each one has a unique audience who requires a catered response. Although we see clever interactions go viral, it doesn’t mean other methods aren’t working or that a certain tone you see used is appropriate for your audience. Before following the trends, evaluate your brand’s social personality, audience and communication goals to make the best choice for your strategy.
Once you have published the perfect content tailored to engage your audience, step away from the programmed response and be approachable. To establish a personable response, reply in a timely manner, empathize with the consumer and stay true to your writing style and tone.
Whichever voice you decide is on-brand for your interactions and customer service, ensure all communication is consistent among channels to present a unified response your audience can trust.