New Facebook Page Update: What Changed?

by Ashley Stafford on July 21, 2016

New Facebook Page Update

Facebook has been quietly testing a few new page designs over the past month, and it looks like they’re finally ready to test on a wider scale.

Many users are beginning to see one of the two new Facebook page updates as of today, which appears to be rolling out on a per-user basis (not a per-page basis). The changes are quite striking. As you can see in the screenshot above, the biggest changes of the version we’re seeing include:

  • Moved the profile picture and page name off of the cover photo and into a new column on the left
    • Both the profile picture and the cover photo appear to be the same size as before
    • If your cover photo had visual cues, such as arrows, it will need to be redone to match the new design
  • Call to action button and other buttons moved below cover photo
  • Moved tabs from under the cover image into the new left column
  • Moved Page info, stats, and About section into new column on the right
  • The apps, photos, business reviews, and “Liked by this Page” sections are also in the new right column
  • Removed ads from pages
  • Added a “search for posts on this Page” feature on the right

 

If your company doesn’t have time to keep up with social media updates, call Triangle Direct Media today to see how we can help!

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Dealing with Customer Criticism on Social Media

by Claire H. on July 19, 2016

negative feedback on social mediaWhen your business has a public presence on social media, some form of negative feedback or customer criticism is inevitable. Although this may seem like a good reason to avoid participating in the social media movement, you can actually use negative feedback on social media as an opportunity to engage in active social listening and build a trustworthy relationship with your customers.

Here are the most important things to remember when facing a potentially negative situation on social media:

  1. No one wants to be ignored. According to a recent report, social media has surpassed both phone and email as a way for customers to get in touch with a brand about a problem with their products or services, and one in three customers will go to the brand’s competitor if they do not receive a timely response. 40% of social media users expect a response in less than an hour, and the max amount of time they consider reasonable is four hours. If your business is on social media but you don’t have the time to respond to customers quickly and regularly, our social media team can provide monitoring and management for all of your social pages.
  2. Consider your reaction. While it is imperative that a customer’s comment or question does not linger unattended on your page, it is also best to take a few moments to think about what’s best to say, rather than to react too quickly out of anger or frustration. Unfortunately, some people do leave negative comments simply for attention or in an attempt to take advantage of a business. However most complaints are genuine, and the customer is grateful when they receive a respectful response. Triangle Direct Media’s social media experts can help your business decipher genuine customer concerns from the rare instances when responding could potentially do more harm than good, and offer suggestions for how to address any situation.
  3. Make the best out of a bad situation. It’s always a bummer to hear that one of your customers is less than 100% satisfied. But social listening gives you the chance to make improvements and establish a sense of transparency and loyalty with your customers. If your business has made a mistake or somehow disappointed a customer, take the time to sincerely apologize and do everything you can to make it right.
  4. The impact of the encounter goes beyond one person. Potential customers often choose which company they want to purchase from based on reviews left by their peers and the ways in which companies respond to questions and concerns. A positive impression left by handling a disgruntled customer with grace and consideration can speak louder than any advertisement campaign.
  5. Know when to address the conversation privately. If a customer has very specific concerns, if you foresee several back-and-forth messages, or if you need any confidential information in order to rectify the situation, it is best to simply address the concern on social media by requesting that the complainant contact you directly via private message, phone, or email.

Don’t let the fear of possible criticism cause your company to miss out on all of the incredible benefits you can reap from social media. As long as you are mindful of responding in a courteous and timely manner, your business can benefit from providing positive customer service experiences to patrons who may have otherwise been left feeling ignored and unsatisfied. For help navigating the world of social media reviews and criticism, contact our team of social media experts at Triangle Direct Media today.

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Which Social Media Platforms Should My Business Use?

by Ashley Stafford on July 14, 2016

social media apps screenshotWhether you’re just getting started or wanting to reorganize your brand’s social media presence, you may be tempted to create accounts on all the top platforms to maximize your social reach. However, this is a huge waste of time, and it frequently results in dead profiles. As time goes on, it will become clear which of the platforms will be most successful for your brand, and the remaining profiles will likely be forgotten and left inactive.

Dead social media profiles may give potential customers the impression that your business is unreliable, out of touch, or – like a store with no lights on – closed down entirely. Any of these scenarios will likely lead to a loss of conversions and increased traffic to your competitors.

In order to avoid leaving a trail of inactive accounts, it’s important to decide early on which social media platforms your business is best suited to, and stay consistent and active on the few that will most contribute to your success. That’s why Triangle Direct Media has put together these tips to help you decide which social media platforms are the best fit for your company:

Identify your target demographic

Before building your social profiles, evaluate who you’re trying to reach and use the platform of choice for that demographic.

With over 1 billion daily active users, Facebook is nearly universal these days, making it a pretty safe bet for businesses with almost any demographic – from young teens to senior citizens.

However, other social platforms like Twitter and Instagram are most popular among younger and more tech-savvy users in their teens and 20s. If you’re trying to reach an older demographic, these platforms are probably not the best use of your resources.

Pinterest, on the other hand, is more likely to be used by women aged 18-40, and LinkedIn is most often used by college students and business professionals.

Evaluate the products or services you offer

Each social platform is better suited to market different types of products and services.

If you offer visually appealing products or create a lot of graphics, consider showcasing your items on one of the more image-based platforms, such as Instagram or Pinterest.

Pinterest is also of particular relevance to the ‘planning’ industries (child rearing, weddings, cooking, etc.), fashion, beauty, and home decor businesses, and products that are used in crafts or other DIY initiatives.

Alternatively, if your products or services are more focused on B2B, skip those platforms and check out LinkedIn, where you can market directly to more business-minded peers in a more professional environment.

Consider the amount of time and effort you can dedicate to maintaining your social channels

Some social media platforms take more work or time than others. For instance, you wouldn’t want to be on Pinterest if you don’t have time to regularly upload your products to your account and repin curated content. Fast-moving Twitter requires constant engagement in order to stay relevant – just checking in every other week will potentially lose you fans and customers.

Likewise, highly visual platforms like Instagram require frequent real-world photography, video, and other graphics to be successful. You can’t simply ‘gram that stock photo from your website and expect anyone to be interested – after all, if they wanted to see that they’d just look at your website! You need to be able to dedicate the resources to taking new and engaging pictures regularly.

 

If you’re still not sure about which social media platform is the best fit for your business, or if you would like assistance in managing your social profiles, get in touch with us at Triangle Direct Media to see how our social media team can help!

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Social Shoppers Love Pinterest

April 18, 2016

Pinterest is the go-to social media platform for all kinds of social shoppers. Many people use Pinterest to find specific items they plan to purchase, while others use it to browse and organize ideas that will influence their future purchases. Either way, if your company sells to the demographic on Pinterest, then your content needs […]


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Launching a New Website is a Very Exciting and Nerve-Wracking Process

April 15, 2016

Launching a new site is a very exciting and nerve-wracking process. The old website that looks like it was made in the Atari era is almost gone, soon to be replaced by a sleek new up-to-date design. The old ways of uploading products where you had as much creativity as a Soviet journalist will be […]


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Why Curated Content is Vital to Your Social Media Strategy

March 9, 2016

“We need to stop interrupting what people are interested in and be what people are interested in” -Craig Davis When brands take on the world of social media marketing, one of the biggest temptations is to use it as just another marketing platform, like your website or a tv commercial. Time and time again, we […]


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Facebook Quietly Tests Professional Services Feature

December 21, 2015

“Find local businesses with the best Facebook reviews and ratings” As we all know, Facebook is constantly testing and releasing new features – some with small test groups, some rolled out publicly, and some simply slipping under the radar. Recently, Facebook has taken the latter route with a new unannounced feature called “Professional Services.” This […]


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Top Three Reasons Your Business Should Be Using Facebook Ads

November 18, 2015

Despite their prevalence and success, the power of Facebook ads is still not being fully harnessed by a surprising number of businesses. Whether they don’t understand them, had bad results in the past due to flawed campaigns, or just don’t have the time, many businesses are simply missing out. If your business is not yet […]


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Accurate Sizing Guide for Your Social Media Graphics

September 23, 2015

When a potential customer visits your business’ social media profiles, the first things that will greet them are your profile graphics. Crisp and appropriately sized images on your social media pages will promote a professional appearance online, and foster trust in your brand. Therefore it is important that you pay attention the specific sizing requirements […]


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How To Handle Facebook Reviews for Businesses

September 15, 2015

You might be aware that some Facebook business pages display a 5-star rating system where users can publicly review their experiences with that company. A few of the obvious benefits of enabling your ratings include valuable word-of-mouth endorsements, increased trustworthiness, and established credibility. However, did you know that the star rating also affects the organic […]


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