Personalising the experience

Kims Candles NZ - Product Styling by SHOUT & CO. product stylist & social media strategist

Finding it hard to stand out from the crowd given the recent changes in facebook's algorithm (and the not-so-long-ago changes to instagram's algorithm)? 

providing a personalised interaction via your business' social media platforms is a sure-fire way of securing a sale.  in a world where millions of brands and products are competing for a customer's share of wallet, it is easy to be overlooked.  so how can you ensure you remain top of mind?  it's quite simple really:

respond to every comment you get on your social media posts. engaging your followers on a personal level allows for trust to build and could potentially convert a follower into a customer

saying "thank you" is not just good manners, it will create a rapport between you and the commenter.  but what if someone posts negative feedback or commentary?  thank them for taking the time to let you know their feelings, ask if you can DM them to discuss it further and in that private setting, find a way to make it right.  though it might sound hard to do and is in fact easier said than done, resist the urge to delete negative feedback.  leaving it up there shows your followers that you are honest and open with in how you conduct yourself.