Last Friday I had the wonderful experience of posting to a company’s Facebook and Twitter accounts for a day.
The company, actually an airport, had their 5th Customer Appreciation Day. This was my second year assisting with their social media activities. And, honestly, it was so much fun I can’t wait until next year.
These are my 3 big business-related takeaways:
- Even if your company is equally active on Facebook and Twitter, a one-day event may not result in equal activity on each platform.
For the most part, we posted to Facebook and Twitter at similar times and with similar calls-to-action. We quickly realized Facebook users interacted with us the most. (Last year it was a 50/50 split). So, even if you have a Plan Of Action for the day based on past experience, one platform may leap ahead of the other. (this can apply to any social media platforms, of course).
- The more you interact with those who reply to you, the more interaction you will get.
It was easy early on to post a question and reply to each person who gave feedback (on both platforms), but as the day progressed and more people became involved, well, you can imagine, it was difficult to keep up. But replying to customers who take time to talk to you is critical to running your business. They need to know you’re there and that you’re listening. And in social media, your public reply to one person is magnified when seen by that person’s connections.
- If you ask the right question at the right time, feedback can explode!
As the day came to an end, we posed the question “How can we serve you better?” On Facebook, most of our posts during the day averaged 250 ‘people reached’. This one question is still receiving comments and has exceeded 11,100 ‘people reached’. Even without knowing the intricacies of Facebook’s algorithms, this is significant. Ask your customers what they want, and they will tell you.
And I have to add a personal takeaway:
- Sit properly and get up from the chair now and then.
I literally sat on the edge of my seat all day instead of firmly planted in it and using the back rest. At the end of the day, had a stiffness from the left side of my neck down to my lower back. I did get up on occasion for bathroom and food breaks, but apparently sat twisted on the edge of the chair looking down to the left (at my notes) for too long. Note to self: You need to step away from the keyboard, stretch, breath, and hydrate — even during social media binges. It’s so easy to get caught up in the speed of live interactions on social media!
>>>What social media platform gives you (and your company) the best results?
Lisa J. Jackson is an independent writer and editor who enjoys working with businesses of all sizes. She loves researching topics, interviewing experts, and helping companies tell their stories. You can connect with her on Twitter, Facebook, Google+, and LinkedIn.