I would like to think that at the core people are simple. We have many wants, but if we are honest with ourselves just a handful of true “needs”. We obviously need food, water, rest, shelter, etc. We may crave more, in fact we crave a lot more but one simple craving that is often ignored is appreciation.
Ask yourself, how hard is it to say Thank you?
It’s rather simple. It’s doesn’t take much thought, preparation or experience. In fact, I bet most toddlers know how to say thank you in at least two foreign languages. Why is it then that you suppose most brands do such a poor job of thanking their customers for their business?
I firmly believe that a brand requires consistent attention and two-way communication to be successful. No matter how good your product or service is consumers want more from their restaurant, shop keep, service provider or vendor.
We all like to feel special, don’t we? At the very least we would all like to be recognized. As a brand consultant I am always monitoring how brands interact with their customers and target audience both off-line and on-line.
I don’t like to admit this but I am shocked how often I make a purchase and I am not thanked for my business. I am not expecting a grandiose gesture, where they sing my praises from the rooftop. Simple recognition and a thank you is just good, simple business tactic.
I am simply looking for the common courtesy of a thank you.
Here’s the thing, when you fail to thank someone IRL (in real life), you may only insult that one customer. But when you fail to thank or recognize a customer in the digital arena you are failing on a larger stage. You have missed on an opportunity to demonstrate your appreciation to your followers, their followers and potentially the world at large.
If you are new to social media or not sure how to build relationships with your current and future audience here are a 5 common sense courtesies that need to become SOP (Standard Operating Procedures) immediately.
- Thank you – A simple thank you can go a long way. This holds true in person and on-line. If someone makes a comment on a blog or Facebook, ReTweets a post on Twitter or simply re-pins an image on Pinterest… say thank you at the very least. These days it is so easy to monitor mentions on social networks, so don’t use that as an excuse. You can have email notifications sent to you, use 3rd party apps like Hootsuite or simply push notifications on your smartphone.
- Courtesy is Contagious – this was a lesson I learned from my mother, thank you Mom. Pass it on, it feels good to both give and receive.
- Share and Be Shared – Who doesn’t like a compliment? In the world of Social Media a compliment can come in many forms, the easiest of which is sharing, liking and RT’ing.
- Be Present – We all have busy lives. But if you are going to make the commitment to use Social Media as a marketing medium, (and I strongly suggest you do) stay on top of your efforts. If you cannot make the full commitment, then don’t commit at all. The worst thing I see is when a brand decides to start a brand page or create a twitter handle and never checks or engages on the profile they created. If time is limited, there are wonderful resources to economize your time. If you interested in recommendations, leave a comment below.
- Start with a Simple Plan – Take things easy in the beginning, get your feet wet and test the waters. Play around with different social networks to see which best matches your brand personality. Keep in mind where your target audience is most active. A simple plan can start with:
- Sharing information about your products and services
- Offering suggestions of how to use the product or service for best results
- Share news and updates
- Most important please thank your fans, friends, followers and customers
Sometimes it is the simplest act that goes the longest way.
What are some simple and successful courtesies that you see brands doing that you find effective? Do you think higher of a brand that cares enough to thank their customers?