People respond to things that are happening around them so it’s important to make sure the content you’re generating on your pages is both interesting and engaging. Everything is a conversation these days. That’s why it’s important to do activations in the real world that you can leverage upon.
Even though we are talking about conversations it's crucial that you know when not to talk and let conversations run their course. Sometimes a comment is not warranted and if you do comment on every single post it can look like the brand is trying too hard or just being plain fake. Of course there are times where you need to step in and redirect a conversation too. You don't want random conversations taking over your page that are totally off topic.
Online conversations are quick paced and consumers want an answer instantly so you can't hesitate as time matters and if you take too long they've lost interest and gone somewhere else.
If a brand has wronged a consumer and this is raised online then you must NEVER delete the comment or ignore them unless they have been offensive or used bad language. If you do it can further damage your relationship with them and it can really spiral out of control as they may take it to their blog/twitter or other online resources and then it can really spread like wild fire. And what started out as a small problem can escalate to be very damaging for the brand in the end. Generally people respond better with brands that are more transparent and upfront and honest. Admitting fault when it is found is the way to go and doing everything to repair the wronged is vital. If you aren’t people will eventually catch you out and the result can be disastrous for any brand.
I have learned that it’s important that brands unlike people must not chatter constantly as this often leads to dislikes or negative comments about the brand. I’ve seen that comments that are relative and honest tend to get more followers on pages (twitter/Facebook) then ones about your own personal feelings. As a general rule don’t talk about your personal feelings – people don’t care – that’s what your personal page is for.
