You will want to listen for awhile before responding. Look for trends & see where people are talking about your product/services. What is the tone? Are they pleased or not? It’s important to have a strategy in how you’re going to respond.
Here are a number of possibilities that you could encounter:
Reputation management – people are complaining about your brand. In responding to them, apologize & state how you will be improving the situation so that it doesn’t happen again. If this relies on other staff or improving your product, then follow thru on that.
Crisis - These need to be dealt with as soon as possible. If you can respond immediately before there are a number of other people agreeing with the author it’s much better for your brand.
Customer service – Provide the person with information on how to resolve their problem or contact your company to get assistance
Product development – Sometimes enthusiasts will review your product or service. Thank the person for their ideas for your product. If you decide to incorporate them, reach out to that person later & let them know of the new release. They will be thrilled & share that information with their readers. It’s the easiest way to generate word of mouth!
Compliments- You definitely need to graciously thank them!
You will also be able to find advocates for your brand. Talk with them by commenting on their posts & get involved. They will be pleasantly surprised!
Competitive knowledge – Monitoring conversations about the competitor is a good idea. You will learn a number of things. There may be opportunities for you to provide information about your products or services when people are asking for the competitor’s products. Practice good manners & remember that you’re in a social conversation. If you wouldn’t say it in real life in a social setting then it’s not a good idea to type it.
How do you get involved in the conversation? And please share examples of your successes & even failures so that others can learn from them.Google+