Engaging customers via social media – or, how not to ignore people who want to talk to you

I’ve been a bit miffed at a few organisations lately because they have been ignoring me. Not returning phone calls. Ignoring emails. Pretending not to see my tweets.

Actually, they may not be seeing my tweets, because far to many businesses with social media accounts don’t ever look at them.

But whatever, they are not engaging with me. And if they aren’t engaging with me, chances are they aren’t engaging ANY customers via social media. (No, I’m not that arrogant, I’ve checked. They’re not.)

And as tempting as it is to name names of these brands, I won’t be.

Because it is easier just to take my business elsewhere. Seriously.

And besides. You can probably name your own lot of social media ignorers.

You know what a pain in the bu** it is when someone doesn’t return your phone call? Or ignores your emails? Not the spammy emails, the genuine I-like-your-product-how-can-I-find-out-more emails.

Well that sort of ignoring.The no engaging ignoring. And it’s been happening on social media.

Specifically on twitter and facebook.

I’ve been trying to talk to a couple of brands – they have facebook and twitter accounts – but all they are doing to screaming out about their own messages. No. Customer. Engagement. AT. ALL.

I’m tweeting them. I’m getting nothing back.

I’m posting messages on their facebook pages. I’m getting nothing back.

I’m tweeting and facebooking again. Still nothing.

ARGH!

So frustrating.

If you are a brand on facebook or twitter don’t do that.

Please.

If you have taken the time to set up a facebook or a twitter account, please take the time to learn how to use it properly. And make the time to look at it 2-3 times a day (at least) to reply to people. Because these people want to talk to you.

If you are not sure how to do this, just contact me and I’ll help. It might just help you keep some customers.

Or win some new ones.

Thank you.

#rantover