Imagine yourself as a small business owner who is dedicating all of your energy to developing a service or product that you firmly believe in. You’ve finally launched, and the initial buzz is exciting. Then, you see it—a negative comment on your latest Instagram post. Your stomach sinks. This isn’t the positive feedback you were hoping for. But instead of panicking, you remember that your social media presence serves as both a marketing platform and your new customer service hotline. You take a deep breath and respond professionally, addressing the criticism with grace and gratitude.
This interaction shows your customers and other followers that you value their feedback. Additionally, it enables you to turn a potentially negative situation into a positive one. Engaging with your customers on social media offers you the chance to cultivate relationships, gain valuable insights, and show your commitment to customer satisfaction.
These days, the phone is no longer the only way your customers are talking—social media has become a powerful tool for businesses to connect with their audience and enhance their brand reputation. So, embrace the conversation and assure your customers that their voices are heard and valued.
The Rise of Social Customer Service
Today, social media isn’t just a place to share cute cat videos and vacation photos. It’s become a primary channel for customers to connect with businesses. They’re engaging by asking questions, voicing concerns, and offering praise on your social media pages.
Think of it this way: every comment, direct message, and even mention (whether positive or negative) is a potential customer interaction. Ignoring these interactions can result in significant consequences. A recent survey found that 90% of customers feel that an “immediate” response from customer service is either crucial or very important. About 60% of customers say that an immediate response comes within 10 minutes of the initial contact. (Source: HubSpot)
How Brands Engage Users with Authentic Content
Beyond responding to inquiries, social media engagement can significantly enhance your brand image. According to one survey, customers were 2.4x more likely to rate a brand as authentic when they published user-generated content (UGC) as opposed to brand-created content. User-generated content, like customer photos and reviews, enhances trust and authenticity, resonating deeply with your audience. For many customers, UGC is what will bring them back to a brand again and again.
Using Social Media to Boost Customer Service
Wondering how you can use social media for customer service? Here are a few suggestions:
Be Responsive: Acknowledge all messages promptly. Aim for a response time of under 12 hours and address urgent or negative comments as soon as possible.
Be Proactive: Regularly monitor your brand mentions and proactively engage with customers who are discussing your products or services.
Be Personal: Treat each interaction as a conversation with a real person. Use a friendly and approachable tone and personalize your responses whenever possible.
Be Transparent: If you can’t immediately resolve an issue, be upfront with the customer and provide an estimated timeframe for resolution.
Be Helpful: Go the extra mile to assist customers. Offer helpful tips, answer their questions thoroughly, and provide any necessary support.
Making good use of social media for customer service can help you build more enduring relationships with your audience, increase brand loyalty, and propel your business forward.
Remember, Your Followers are Watching
When responding to comments, criticisms and praise, remember that more than just the person you’re responding to will see it. Your other followers and members of the general public will be able to see how you respond to a variety of situations. Your conduct may influence their decision to work with you in the future as well!
Over to You!
Are you ready to take your social media engagement to the next level? Consider partnering with a social media management agency such as MYOB, which specializes in monitoring and engagement. We can help you develop a robust social media strategy that prioritizes customer service and maximizes your online presence.
With our expertise and resources, you can feel confident that your customers receive prompt and professional assistance whenever they reach out on social media. By partnering with MYOB, you can focus on running your business while we handle all aspects of social media management. Contact us today to learn more about how we can elevate your social media presence and drive business success.
Imagine waking up one morning and finding your favourite news sources—the ones you’ve always relied on for daily updates—suddenly vanished from your Facebook and Instagram feeds. That’s exactly what happened to millions of Canadians when Meta, the parent company of these popular social media platforms, chose to block news content from its platforms, making it no longer viewable, in response to Canada’s Online News Act.
This decision has left many of us wondering, “Where do I go now for my news?” As small business owners, staying informed about current events is crucial for understanding your customers, adapting to market trends, and making informed decisions. So, how are Canadians adjusting to this new reality? Here are a few alternatives we’ve found.
The Rise of Direct Subscriptions and Newsletters
One of the most significant trends we’ve seen is a surge in subscriptions to traditional news outlets. Many Canadians are now opting to pay for direct access to news content, either through digital subscriptions or even physical newspapers. This shift has been a welcome change for established news organizations as they’ve experienced a renewed interest in their offerings.
This increase in direct subscriptions has also led to a rise in the popularity of e-newsletters as a way to receive curated news content. Many Canadians are finding value in receiving a daily or weekly newsletter that compiles the most important stories in one convenient format.
The Expanding Reach of Other Social Media Platforms
Beyond Facebook and Instagram, other social media platforms are also gaining popularity as news sources. Twitter, now rebranded as X, has long been a go-to platform for breaking news and real-time discussions. LinkedIn, while primarily focused on professional networking, is also emerging as a source of industry-specific news and insights. YouTube, with its vast array of content creators and channels, has also become a popular source of news and information for many people.
These platforms offer users the ability to curate their feeds and follow reputable sources, making it easier to filter out misinformation and stay up to date on current events. With the rise of algorithmic content curation, users can customize their news consumption like never before, tailoring their feeds to reflect their interests and priorities. As social media continues to evolve, it will be interesting to see how these platforms adapt to meet the changing needs and preferences of their users.
Sharing Screenshots
While Canadians are unable to share links to news outlets, many Canadians and news platforms have opted to share screenshots of headlines either outlining the bulk of the storyline or encouraging readers to find the article themselves. Some areas have even made Facebook groups with the sole purpose of distributing news in this format.
MYOB Helps Small Businesses Navigate the Changing Media Landscape
As a small business owner, navigating the ever-evolving landscape of social media can be challenging. That’s where MYOB comes in. We can help you create engaging content, curate and manage newsletters, optimize your social media presence, and connect with your target audience. Understanding how your customers consume news is essential for tailoring your messaging to effectively reach and engage with them.
From creating engaging videos to sharing informative blog posts, we can help you stay ahead in the digital landscape and distinguish your brand in a competitive online environment. With our expertise and tools, you can navigate the changing media landscape with confidence and see real results in your business growth.
Over to You
The decision by Meta to block news content in Canada has undoubtedly had a significant impact on how Canadians find and view their news. While the initial shock may have subsided, the long-term consequences of this move remain to be seen. As small business owners, it’s essential to stay informed and adapt to these changes. By exploring alternative news sources, you can continue to thrive in the digital age.
So, the question is, how are you getting your news now? Are you relying on traditional news outlets and e-newsletters, or exploring other social media platforms? We’d love to hear from you.
As small-business owners operating in the fast-paced world of social media, our platforms serve as an essential avenue for connecting with our target audience, sharing our stories, and promoting our products or services. With so much information out there on the internet, it’s necessary to be cautious and discerning about what we post online. Being mindful of our online presence can help protect our reputation and ensure we are presenting ourselves in the best possible light.
Maintaining a positive and professional online presence is key to building trust and credibility with your audience. It’s important to remember that once something is out there on the internet, it’s pretty much impossible to erase completely. Remember to think twice before hitting that “share” button, and always consider the potential consequences of your online actions.
So, how can you actively prevent the unintentional spread of false information? Let’s explore a few suggestions.
Verify Your Sources
Misinformation runs rampant online, making fact-checking an absolute priority. Before sharing any content on your company’s social media platforms, it’s necessary to verify the accuracy of the information. While we all crave engagement and shares, authenticity should always be a top priority. A useful tool for fact-checking is Snopes, which helps verify the accuracy of stories, especially those concerning politics, news, or celebrities. When it comes to statistics, Statista is a reliable source of information.
The Perils of Unverified Posts
Apart from spreading misinformation, there is a risk of posts being altered after publication. Imagine this scenario: scammers creating posts about missing pets or children, only to alter the content at a later stage, perhaps to sell or promote a product that you had no intention of endorsing. This leaves you oblivious to the changes. This highlights how important it is to pay close attention to the original sources of the content we share, especially when talking about sensitive or urgent issues.
This kind of precaution is not only a sign of accountability but also a defense against unintentionally spreading false information. It helps in halting the spread of falsehoods, gossip, and myths that could be detrimental to you or your brand.
Balancing Professional and Personal Use
In contrast to posting and sharing on social media platforms as a casual user, using social media as a business requires a different type of focus. As small business owners, we must recognize the weight of our digital footprint and the impact it has on our brand’s credibility.
Fortunately, a variety of online and offline resources exist to help in crafting high-quality social media content that is accurate, engaging, and informative. By using these resources effectively, you can ensure that your online presence accurately reflects the values and professionalism of your business.
Using MYOB for Social Media Success
When it comes to navigating the intricacies of sharing compelling and accurate content, a business like MYOB can be an invaluable ally. Our team of experienced social media managers and writers works together with small business owners to craft and share content that captivates and informs. From empowering you to curate engaging posts to providing insights into your audience’s preferences, our team will equip you with the means to foster an authentic and trustworthy online presence.
Over to You!
In today’s ever-changing social media world, it is especially important to be cautious about what you post. Remember that every post you create and share represents your brand.
What strategies do you use to ensure your social media content is both authentic and reliable?
You have a fantastic product or service, an eye-catching website, and now you’re ready to tackle social media. But let’s be honest, building a following from scratch takes time and effort. Enter the tempting world of buying followers. Thousands of “fans” with a single click—sounds like a shortcut to social media success, right? Wrong. Here’s why purchasing followers for Facebook and Instagram can harm your ability to connect with authentic customers.
Why Artificial Followers Are Not Good for Businesses
The main issue with bot followers is that these artificial accounts do not engage with your content, meaning your posts may not reach real and potential customers. Additionally, social media platforms are cracking down on fake followers, which could result in penalties for your business, such as decreased visibility or account suspension. Sure, your follower count might skyrocket, but these fake accounts aren’t real people scrolling through their feeds. They won’t like, comment on, or share your posts.
Remember, social media algorithms prioritize engagement—the more interaction your content gets, the more people see it. When there’s low engagement despite a large number of followers, it signals a problem to the algorithm, effectively burying your content and limiting its exposure to real customers. For example, if your business buys fake followers to boost your numbers, you may find that your posts are no longer showing up in your followers’ feeds or search results. This could lead to a decrease in website traffic, resulting in lower sales and a negative impact on your overall brand reputation.
How Fake Followers Hurt Your Advertising Efforts
Imagine you’re running a targeted ad campaign on Facebook. When you pay to reach a specific audience, you want to make sure your ad reaches real people who might be interested in your product. Having numerous fake followers makes it challenging for Facebook to identify your ideal customer, turning your targeted ads into a guessing game. This can result in wasted advertising dollars and a lower return on investment.
In order to effectively reach your target audience and maximize the effectiveness of your advertising efforts, it is crucial to regularly audit and clean up your social media following to ensure that you are reaching real, engaged users who are likely to convert. By focusing on quality over quantity, you can improve the performance of your ads and ultimately drive better results for your business.
The Benefits of Building a Real Community
Here’s the not-so-secret secret: building a loyal following takes work, but the rewards are immeasurable. Focus on creating high-quality content that resonates with your target audience. Consider running contests and giveaways to encourage interaction. And, most importantly, be authentic and engage with your followers directly. Although it may require more time, these authentic connections will be valuable and drive actual growth. It is better to have a smaller, engaged audience than a large, disengaged one.
By building a real community, you are creating a group of loyal customers who are genuinely interested in your brand. These followers are more likely to make repeat purchases, refer their friends and family, and become brand advocates. Additionally, a strong community can provide valuable feedback and insights that can help improve your products or services. So, put in the effort to nurture and grow your community, and you will see the benefits in the long run.
Over to You
Abandon the tempting trap of buying followers and instead focus on creating a vibrant online community where sincere relationships foster long-term success.
Here at MYOB, we understand the challenges of social media management for small businesses. This includes customized content strategies, targeted audience engagement techniques, and ongoing support to enhance your online visibility and engagement. Our experienced team of social media managers, with years of industry knowledge, can collaborate with you to create a content strategy that not only reflects your brand values but also captivates your intended audience.
What aspect of building a loyal following do you find most challenging? Please share your thoughts with us in the comments!
Have you ever scrolled through your inbox, excited about a potential customer inquiry, only to find a generic message from an unfamiliar company asking for a follow? We’ve all been there. It’s annoying, feels impersonal, and, frankly, reflects poorly on the sender. However, for many small businesses struggling to gain visibility and engagement, unsolicited messages may appear as a tempting shortcut to boost their follower counts.
Here’s the truth: it’s a recipe for disaster. Let’s explore the reasons why spammy tactics can harm your brand image, lead to legal issues, and discover alternative strategies to cultivate an authentic social media following.
The Impact of Bots: Understanding Their Detrimental Effects
Imagine this: you own a bakery and have spent hours crafting engaging content for your bakery’s Instagram. You post a mouth-watering picture of your latest creation—a decadent chocolate cake. Suddenly, your comments section explodes with generic messages like “OMG, love this cake! Follow for more deliciousness!” When you start seeing dozens of comments like these out of the blue, they are likely from “bots,” which are automated accounts used to inflate follower counts. However, this poses a significant issue: bots lack the ability to become genuine customers and actually detract from authentic interactions. They won’t buy your products, engage with your content, or join valuable conversations.
A recent study found that up to 71% of US and UK consumers will unfollow influencers if they find out they have bought fake followers. Having fake followers can damage your credibility and authenticity as an influencer or brand.
Quality over quantity is key for building your audience. Engage with genuine followers instead of prioritizing high numbers for a loyal and valuable audience in the long term. This will create a dedicated community that will help your brand overall. Keep in mind, authenticity is crucial in marketing.
Laws of the Land: CASL and CAN-SPAM
Canada has strict regulations regarding unsolicited electronic communications, known as CASL (Canada’s Anti-Spam Legislation), which went into effect July 1, 2014. Essentially, you can’t just blast out emails or messages to anyone with a pulse. Recipients need to explicitly opt-in to receive communications from your business. Violating CASL can result in hefty fines, up to $10M per violation for companies and up to $1M per violation for individuals. It is essential for your business (and wallet!) to ensure that all electronic communications follow the guidelines established by CASL.
In addition to obtaining consent from recipients, businesses must also include a clear and easy way for individuals to unsubscribe from their communications. This ensures recipients have control over the messages they receive and helps businesses maintain compliance with CASL regulations. Regularly staying informed about the latest updates and changes to CASL is crucial to avoiding potential fines and penalties. The Canadian Radio-television and Telecommunications Commission (CRTC) website provides valuable resources and guidelines to help businesses navigate the CASL maze and ensure their electronic communications are in compliance with Canadian law.
The U.S. has similar regulations under the Federal Communications Commission’s CAN-SPAM Act. The CAN-SPAM Act requires the Federal Communications Commission (FCC) to issue rules with regard to commercial e-mail and some text messages sent to wireless devices such as cell phones—not just email in general. The Federal Trade Commission (FTC) enforces the CAN-SPAM Act.
You or your business may be subject to fines and penalties totalling up to $51,744 for each email sent if found to be in violation. Moreover, ignoring CAN-SPAM compliance undermines the reputation and image of your brand overall and leaves it unprotected.
Following these guidelines and staying informed about regulations can protect businesses from costly fines and maintain a positive image with customers. It is crucial for organizations to have a clear understanding of the rules and regulations surrounding electronic communications in order to avoid potential legal issues. Additionally, implementing strong internal policies and procedures for email marketing can help businesses ensure compliance with both CASL and CAN-SPAM regulations. Taking proactive steps to stay informed and compliant with these laws will ultimately help your business.
Instagram Guidelines: Adhering to the Platform’s Rules
Similar to CASL, Instagram has clear guidelines on acceptable messaging practices. Remember that frustrating “action blocked” message you may have received after mass-tagging irrelevant accounts? That’s Instagram flexing its muscles. Repeated offenses could lead to account suspension or even termination. So, ditch the automated follow requests and generic DMs.
Instead, focus on creating engaging and personalized content that will resonate with your followers. Building a strong and authentic presence on Instagram takes time and effort, but it will ultimately lead to better results than spamming tactics. Take the time to understand the platform’s rules and regulations, and make sure your messaging aligns with them. For instance, avoiding mass-tagging irrelevant accounts can help you adhere to Instagram’s guidelines and prevent potential penalties. By following these guidelines, you can steer clear of potential penalties and uphold a positive reputation on Instagram.
Newsletters and Eblasts: Building Trust, Not Spam Folders
Newsletters and e-blasts are valuable tools for interacting with customers and promoting your business. But here’s the key: focus on permission-based marketing, which involves obtaining consent from subscribers before sending them marketing communications. This approach ensures that your messages are well-received and compliant with privacy regulations. Encourage visitors to your website to subscribe to your mailing list by offering valuable content, like exclusive discounts or early access to new products. Make sure your sign-up form clearly outlines the types of messages subscribers will receive and how often they will receive them.
While there’s no hard-and-fast rule on when to segment your e-blasts, industry standards suggest sending them in batches based on subscriber behaviour or demographics. This way, your messages stay relevant and personalized, standing out from the clutter in their inbox.
Beyond Spam: Building a Thriving Social Media Presence
So, what steps can you take to build a genuine social media following and foster authentic connections with your audience? Here are a few suggestions:
Prioritize creating high-quality content. Share photos, videos, and stories that reflect your brand and resonate with your audience.
Be authentic. Let your brand voice shine through!
Engage with your followers. Respond to comments and messages, provide answers to inquiries, and organize interactive challenges to boost engagement.
Run targeted ads: Paid advertising can be a great way to reach a wider audience while ensuring your message gets in front of the right people.
Over to You!
Building a thriving social media presence takes time and effort. But by prioritizing authentic connections and valuable content over spam tactics, you’ll attract a loyal following of genuine customers. Keep in mind that genuine followers hold more value than a large number of inactive accounts. Avoid spammy messages and concentrate on creating social media experiences that truly resonate with your audience.
What strategies have you found most effective for increasing engagement on social media platforms?
Our CEO, Karen Try, recently had the opportunity to meet and talk with Mike Randall with Nour Insurance Services. Mike and Karen’s conversation centered around one of his products, Key Partner Insurance for business owners (sometimes referred to as “Key Man” Insurance).
Getting to Know Mike Randall
Since 2003, Mike has been a trusted advisor, offering solutions to individuals, business owners, professionals, and their families. With over 20 years of experience in insurance, investments, and business financing with reputable institutions such as London Life, Scotiabank, BMO Bank of Montreal, and IG Wealth Management, Mike brings a wealth of knowledge. Rooted in his entrepreneurial background, Mike, a former Financial Consultant and Relationship Manager, understands the entrepreneur mindset, allowing him to serve his clients effectively. His business principles revolve around building strong relationships and delivering exceptional client service, focusing on life insurance, business insurance, cashflow management, and investment tax and estate planning strategies.
Mike applies an integrated approach to create personalized and successful programs aligned with each client’s goals. He values client relationships as true partnerships, ensuring integrity and care at the core of his services. Beyond his professional life, Mike, a London, Ontario native, enjoys golf and actively volunteers as a parent head coach for the local high school varsity baseball team, where his son attends school.
We would like to note that while Mike has been gracious to share his expertise with us, he encourages you to discuss any tax related matters specific to your business with your Accountant.
Q&A with Mike Randall
Q: Mike, could you tell us about the insurance solutions you offer for businesses, families, and individuals? Mike Randall: Certainly! As an Insurance Agent at Nour Insurance Services, I provide a range of insurance solutions, including term, whole life, universal life, critical illness, and disability insurances. For businesses, we offer protection plans such as disability, key partner, and other business insurances. Additionally, we specialize in tax-efficient corporate wealth transfer plans and provide Group Benefits for employers.
Q: One interesting aspect you mentioned is key person life insurance for business owners. Can you explain how this type of insurance works? Mike Randall: Absolutely. Key person insurance is designed to financially support a business in the event of the death of a crucial individual, whether it is a company owner, partner, or indispensable employee. The policy is owned by the business, and the company pays the premiums. The benefit is triggered upon the death or disability of the key person, providing funds to ensure business continuity.
Q: When should a business consider a key person insurance policy? Mike Randall: Businesses often consider key person insurance when applying for a loan or financing, as it may be required by lenders. Other situations include businesses named after key individuals, where the loss could jeopardize the company. Partnerships may use it as part of a buy-sell agreement, and sole proprietors may utilize it to provide heirs with an insurance payout to close the business and pay off debts.
Q: Determining the coverage amount seems crucial. How can a business decide on the right coverage for key person insurance? Mike Randall: It’s essential to consider a range of factors, such as the cost of finding and recruiting a replacement, operational disruption, lost sales, and the impact on the company’s finances. While there is no magic formula, a starting point is adding the person’s salary to their direct financial contribution to the company’s bottom line, then multiplying the result by at least 5.
Q: You also mentioned the type of policy matters. Could you elaborate on whether a term or permanent life policy is more suitable? Mike Randall: Certainly. Term life insurance is more affordable but temporary, while permanent life insurance has higher premiums but provides additional benefits. Whole life insurance offers a guaranteed premium with accumulating cash value, while universal life insurance provides flexibility and potential market investments. The choice depends on factors like ownership and long-term goals.
Q: What are the tax implications of key person insurance? Mike Randall: Premiums are generally not tax-deductible, but the cash value in a permanent policy is tax-deferred. Small businesses can borrow against the policy without causing a taxable event. Depending on policy details, the death benefit may not be taxable either.
Q: Finally, how does key person insurance fit into the broader picture of protecting and strengthening a business? Mike Randall: Key person insurance is just one way life insurance can safeguard a business. Collaborating with financial professionals helps assess complex needs and tailor solutions for immediate requirements and long-term goals.
Thank you, Mike, for shedding light on key person insurance and its importance for business owners!
