This afternoon I was fortunate enough to hear Heather Saffer, the “head cupcake” from Dollop Gourmet Cupcake Creations and Eric Miltsch, director of product strategy for DrivingSales and co-creator of CarZar speak about their success in using social media in their very different businesses.
(Big thanks to both Eric and Heather for the great event and inspiration!)
What sticks out to me most from this event is that, yes, social media is a way to connect to consumers. And, yes, social media helps a business’ search engine optimization efforts.
But, more importantly, social media is a way to tell a story to a mass of people that wouldn’t otherwise hear it.
That being said, there is plenty of online etiquette to keep in mind when using Facebook, Twitter, and other platforms for your business. Here are some of the key takeaways from the event:
- Stop automatically pushing updates from one platform to another.
- Don’t make customers feel like something is being forced upon them.
Additionally, Eric and Heather offered some tips and words of advice to people using social media to represent brands:
- When dealing with online fans, quality is better than quantity.
“The better the content, the more successful you’ll be.”– Eric Miltsch
- Use the data available to you to optimize your social media strategy.
- Know when to apologize.
Nobody is perfect on social media, and everyone makes mistakes from time to time. Maybe you wrote something that you shouldn’t have, or maybe you allowed another employee of your business to post something online, and that person simply didn’t have enough experience to know right from wrong.
Regardless of the situation, people online appreciate a simple admission of wrong-doing and apology much more than you might expect. A well-crafted apology could easily be the difference between bad publicity and great publicity.
“Sometimes, you need to put your tail between your legs and apologize, apologize, apologize.”
– Heather Saffer
The online world is a land of opportunity for any business, From Cars to Cupcakes.
How are you taking advantage of it?