You Have a Social Media Program

social mediaYou have a social media program whether you know it or not:¬†People are talking about you. And they’re probably doing it online whether you’re there or not.

They’re talking about your products. They’re talking about your services. They’re talking about your customer service.

Your competition is most definitely talking. They may even be listening.

So what are you so afraid of?

Doing It Right: Breaking Pointe

My pilates instructor, Kelly Recktenwald, is passionate about all things dance. So last week when I happened to catch the new show Breaking Pointe she was the first person I thought of, so I tweeted her. But, of course, by the time she saw the tweet the episode had finished.

Last night I happened to come across what turned out to be the second half of the second episode, so I tweeted her again. She was in allergy hell and missed the my message.

Aside: It just seems wrong to call or text to let a person know that a trivial reality show is on T.V. Ya know what I mean? I don’t know why, but tweeting seems a little less intrusive.

Anyway, imagine my surprise when I noticed this tweet from Allison DeBona:

How had she noticed my tweet, you ask? I had used the hashtag #BreakingPointe a hashtag she most likely regularly searches to find individuals conversing about her show. Notice she utilized the hashtag in her response as well.

Great job listening, Alli. I’ll be watching Thursday.

Embracing Negative Feedback

What do you do when you notice that someone on Twitter is bashing your product? So many businesses just ignore negative feedback, using a head-in-the-sand technique. Why? They’re either hoping that by ignoring them the naysayers will disappear, they’re a little afraid of them or they just don’t know how to respond.

How do you deal with negative feedback or push-back from customers? I suggest you embrace the criticism and engage with the customer. Continue reading