building customer loyalty with social mediaCustomer loyalty is a holy grail for companies of all sizes. It’s what drives customers to purchase the same products and services from the same brands and firms despite numerous comparable alternatives, and is integral to a business’s sustainability and growth. It’s also why so many advertising dollars and marketing efforts are focused on earning and keeping customer loyalty.

Perhaps even more so than traditional marketing methods, social media is an indispensable tool in building customer loyalty. Here are some proven techniques for increasing loyalty through SM platforms:

  1. Maintain a regular posting schedule. The average brand should aim to post 3-5 times per week on social media accounts. This number keeps the feed fresh and active without overwhelming subscribers with too many unwanted updates. If you do not have time to maintain this level of activity, consider hiring our team of social media experts to manage your accounts.
  2. Share content that is useful and interesting. There’s little point in posting content that your customers will simply scroll right past, so make sure you supply information that is both useful and interesting. Tips on how to use or care for your products, previews of new products or upcoming sales, and behind-the-scenes looks at your company are the types of posts that build loyalty.
  3. Take the initiative to engage with customers and support their social media efforts when possible. Everyone enjoys being acknowledged on social media, so the occasional retweet, comment, favorite, or like of a customer’s post can help foster a positive and lasting relationship. This is especially effective when you take the initiative to engage instead of simply responding to a compliment or complaint.
  4. Address complaints after careful consideration. Speaking of complaints, you’re bound to get your share if you maintain active social media accounts. While you should never ignore any complaints, take your time in drafting a thoughtful response rather than firing off a defensive retort in the heat of the moment.
  5. Run contests, promotions, and giveaways. One of the most effective ways to build a loyal social media following is by periodically offering opportunities to win free stuff. Use contests, promotions, and giveaways to generate buzz and excitement about your brand, as well as build your subscriber list and expand your customer base.

The above techniques for building customer loyalty through social media are only the starting point. If you need help implementing these and other online marketing methods, contact Triangle Direct Media today.

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Social Media In Review: The 5 biggest changes in 2016

by Ashley Stafford on December 28, 2016

Just like your ever-changing Twitter feed, social media platforms are constantly rolling out new updates, both big and small. While every change matters, some make a bigger difference for your social media marketing strategy than others.

Here are our picks for the 5 biggest social media updates this year:

  • Facebook launches Reactions
    • You may have already forgotten that Facebook’s Reactions were only launched this February, but it’s true! In a response to the age-old request for a “dislike” button, Facebook introduced the alternate emotional responses for those posts you want to acknowledge but don’t quite “like.”
  • Twitter character limit changes
    • Finally responding to the outcry for longer Tweets, Twitter introduced an update to exclude images, videos, and other multimedia from counting towards the 140 character limit. (Previously they each took up a precious 23 characters.)
  • Instagram switches to a timeline algorithm
    • In June, Instagram ditched their chronological timeline in order to imitate the algorithm-based newsfeed of fellow social platform, Facebook.
  • Facebook page redesign
    • Facebook pages got an overhaul in November, introducing new sections at the top of the central timeline. We reported seeing a test version of this layout change at the end of August.
  • Facebook commits to reducing spread of fake news

Keeping up with social media platform updates is a time consuming and never-ending task, but it’s a task that can seriously affect your business’ online strategy. One of the benefits of having Triangle Direct Media manage your business’ social media presence is not having to worry about keeping up with each and every change to know how your social strategy needs to be adjusted. Our social media experts are already staying on top of each update and will always adjust your campaign strategy accordingly.

If you’d like to get started with our social media management services, contact us today!

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What NOT to do on Social Media for Businesses

by Ashley Stafford on October 18, 2016

business' social mediaWe’ve all seen the cases where a marketer’s a huge mistake on a brand’s social media account goes viral. However, not all social media marketing mistakes are so obvious. Here are some invaluable tips to help manage the more subtle mistakes you could be making on your business’ social media channels:

  1. Your page is too personal (or too impersonal)

There’s a fine line between humanizing your business’ social channels and using them as your personal account. Posting the occasional behind-the-scenes update about what your company is doing can be a great way to connect with your followers, but if you’re sharing your personal opinions about the latest controversy, then you risk looking unprofessional.

On the other hand, no one wants to feel ignored, or like they’re being talked at by a robot. Canned responses are more obvious than you might think, and customers hate being treated like just a number. In a recent study by SproutSocial, “not having any personality” was ranked as the third most annoying thing brands can do on social media. This is why it’s important to engage with your followers naturally and frequently, whether it’s by asking questions or liking and replying to their comments with care.

  1. You post boring content

We understand – you want to post content that is relevant to your brand and fits your online voice. Or maybe you just don’t have time to comb the internet looking for the best curated content to share. However, that’s no excuse for posting dull, dreary content to your social channels. No matter where your business falls on the seriousness spectrum, there is sure to be a way to liven your page up – whether that’s by posting funny images, inspirational quotes, or trending news stories. Just make sure to strike the right balance between boring and random.

  1. You post too often (or not often enough)

Social media can be a great tool to represent your brand online. However, if your last post is months or years old, you’re sending the message that you either aren’t up to date or that you don’t care enough to keep up with your accounts – both of which are red flags to potential customers.

On the other hand, the number one reason social media users unfollow a brand is because they post too often. In SproutSocial’s study, 57.5% of users chose “posting too many promotions” as the number one most annoying action brands take on social media, and 46% of people said they would unfollow a brand because of it.

  1. You focus too much on yourself/your brand

Social media can help build your brand reputation and boost customer relationships, but only if you create an engaging conversation instead of a one-way marketing funnel. Your page represents your company, but it should be about the customer. The traditional rule of thumb for social media posts is “the 80/20 rule” – 80% of the social content you share should be interesting curated content, and only 20% should be self-promotional.

 

If your business struggles with any of these social media mistakes, contact Triangle Direct Media to learn how our social media managers can help.

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Exclusive! Facebook Testing a New Page Layout!

September 2, 2016

After a week of seeing a new Facebook Page look, Triangle Direct Media has been able to confirm with a Facebook representative that they are in the process of testing and rolling out a new page layout design: “It does seem that this page display is a new roll-out feature. This is not available to […]


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New Facebook Page Update: What Changed?

July 21, 2016

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 […]


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Dealing with Customer Criticism on Social Media

July 19, 2016

When 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 […]


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Which Social Media Platforms Should My Business Use?

July 14, 2016

Whether 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 […]


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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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