Over the last few years, consumer trust in social media has been rapidly declining. Did you know that, globally, only 41% of people indicate that they trust social media platforms?
With an increase in fake news, countless hacking episodes and a lack of regard for data privacy, there’s no wonder why people have been left feeling cynical and irritated. Due to the fact that social media marketing is undoubtedly one of the most powerful tools available to businesses, it’s important for us to think carefully in terms of how we should be adjusting our digital strategies to combat this new change in thought. Here are our top tips on rebuilding trust and solidifying your social media reputation for the better.
Be Honest at All Times
If you will be collecting any data whatsoever from your consumers or followers, it’s important to notify them of this. This includes in instances where you plan to utilise user-generated content for marketing purposes. Before posting anything that a follower has said or even tagging them in something, do the right thing and ask their permission first. Consumers are going to start singling out the brands that they know respect their privacy and boycotting those that they know do not.
Humanise Your Brand
Consumers are particularly wary of brands who go out of their way to keep marketing to them. It’s essential that any marketing you do is straightforward and easy for the consumer to relate to. It’s also of the utmost importance to ensure that whenever the consumer actively seeks out your brand, by visiting your social media page to leave a review or visiting your website, for instance, that they enjoy a positive, user-centric experience.
Respond to All Comments
Even if someone has left a nasty remark on your company’s Facebook page, if you’d like to rebuild trust, the worst thing that you can possibly do is delete it. This kind of behaviour definitely won’t go unnoticed and it will make your other followers think that you have something to hide. Instead, respond to the criticism and ask the consumer what you can do to make it up to them. A brand that goes out of its way to ensure that all of its customers are happy and satisfied is a brand that many consumers will begin to respect and trust. This attempt to rectify any wrongdoing will have a much bigger impact than the words written by the original poster, no matter how negative they may have been.
If you’d like to improve your social media reputation, the Honeybee Communications team can help you do just that. Contact us today on 078 324 5692 for more information.