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Branding on social media
Digital Marketing,Social Media

How To Build a Strong Brand on Social Media?

Have you ever felt that almost everyone that comments on a brand’s social media posts are always complaining? Normally, people go to social media to complain about almost everything, but you must work on keeping your brand’s reputation and image the way you want it.

Here are some tips that have helped me to build and keep a strong brand on social media.

Have a content strategy that goes beyond the products or services you sell. Social media is a place to build community and where people like to find entertainment, so think of the content that would be useful to you if you were your customer. Think about tips, how-to’s, and content that you would like to share with family and friends. Always align this content strategy with management and what the brand wants to portray.

Haters are going to hate. Work with your customer service team to understand the different types of comments from customers. In the past, we used to have a “no post left behind” policy, where we aimed to reply to all comments and messages received on Facebook. We soon understood that there are certain comments, especially of people who are angry about everything, that when we replied to the comment it only made them angrier. So what we learned was to identify certain characteristics of hater comments, and most of the time they go unanswered. This way we don’t give them more to complain about, and most of the time they go unnoticed. Your objective should always be to protect your brand.

Have a plan to respond to a crisis. This one again requires you to work with the customer service team. They have to be able to identify comments or posts that can potentially escalate and become a crisis or a scandal for the brand. Once you have a way to identify those types of comments have a network that you can reach to help you generate positive comments about your brand on different posts and social media channels. Also, something that has worked for us is to stop posting while the negative comments are coming in, so you don’t give people more spaces to keep the negative comments growing.

There are many things you can do to build a strong brand on social media. Here we touch on how to build a community with your followers by providing them with shareable content, and also focusing on protecting your brand from haters and during a crisis.


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andreaizas

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