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.
Consider the following situation… You are a small business owner eagerly awaiting customers after a long weekend. You’ve stocked up on supplies, your team is ready, and you’re eager to start the week. But as the morning progresses, you notice that very few customers are coming in.
What could be the problem? The surprising answer could be related to outdated online information. Perhaps your business hours or address haven’t been updated on popular search engines or review sites, which could be leading potential customers astray.
Regularly reviewing and refreshing your online information is a must to make sure your customers always have the most accurate details. By keeping these details current, you can potentially avoid embarrassing situations like this from affecting your business in the future.
Why You Should Maintain an Up-to-Date Online Presence
Think of your online presence as your virtual storefront. It’s the first impression customers get of your business. And if that impression is outdated or inaccurate, it can have a significant negative impact.
Many people rely heavily on the internet to research businesses and make purchasing decisions. If your online information is outdated or incorrect, it can lead to confusion and mistrust among potential customers. To stay competitive, it is essential to assess and refresh your online profiles, website, and social media channels on a regular basis.
Key Impacts of Outdated Online Information
Lost Customers: Customers who find inaccurate information on your website and social media, including incorrect or missing business hours, may decide to go somewhere else. This can result in lost revenue and a negative reputation for your business.
Damaged Reputation: Inconsistent information can damage your business’s reputation. For example, if a potential customer sees conflicting information about your product pricing on different platforms, they may question the credibility of your business. This could lead to a loss of trust and decreased customer loyalty. Additionally, outdated online information can affect your search engine rankings, making it harder for customers to find your business online.
Decreased Foot Traffic: Outdated online information can lead to fewer customers visiting your physical location. For instance, if your business hours are listed incorrectly on Google, customers may arrive when you are closed, leaving them frustrated or confused. This can result in decreased foot traffic and lost opportunities overall.
How to Keep Your Online Information Up to Date
Follow this guide to keep your online information accurate at all times:
Update Your Google Business Profile
Hours of Operation: Ensure your business hours are correct, especially for holidays and seasonal changes.
Closed Dates: If you’re planning to close for a specific period, use the “Closed” feature.
Local Posts: Use local posts to announce special offers, events, or temporary closures.
Update Your Website
Homepage: Consider adding a prominent notice or banner if you have temporary hours or closures.
Contact Page: Double-check your phone number, email address, and physical address.
Pop-up Notifications: Use pop-up notifications to alert visitors to any changes in your hours of operation.
Update Your Social Media
Bio: Keep your bio up to date with your current hours of operation.
Regular Posts: Use regular posts to announce any changes, such as holiday hours or temporary closures.
Story Highlights: Create a Story Highlight dedicated to your hours of operation, especially for temporary changes.
Send an eNewsletter
Inform Your Subscribers: Send a newsletter to inform your subscribers of any changes in your hours of operation.
Holiday Hours: Use your newsletter to announce your holiday hours well in advance.
Over to You
Maintaining up-to-date online information is vital for the success of your small business. By following these steps, you can ensure your current and potential customers always receive the most accurate details.
The experienced professionals at MYOB can help you manage your website, email marketing, and social media efficiently. We can also provide valuable insights and guidance on how to keep your online presence optimized for maximum visibility and engagement. Contact us today to learn more and get started.
Remember when Black Friday used to be just a distant American shopping frenzy? We’d see the ads, drool over the deals, and then head south of the border to snag those elusive bargains. But times have changed, and so has the Canadian shopping landscape. Now, Black Friday is a major event in Canada, with Canadian retailers across the country offering their own discounts and promotions to keep shoppers north of the border.
The Origins and Evolution of Black Friday: A Brief History
Black Friday began as a major shopping event held the day after Thanksgiving in the United States. In the past, retailers used black ink to mark down sale items, hence the term “Black Friday.” Shoppers often wait in long lines outside stores, sometimes for days, to take full advantage of these once-a-year deals.
On Black Friday, stores open early and customers rush in to buy popular holiday gifts and other must-have items before they are sold out or the prices return to normal. More recently, Black Friday traditions have expanded globally as well as online, with retailers offering significant discounts on a wide variety of products, including clothing, electronics, and even services.
A Canadian Take on Black Friday
Canadian retailers have also begun to recognize the potential for increased sales and have embraced Black Friday with open arms. We’ve adapted the American tradition to suit the Canadian market, offering enticing deals and promotions to keep Canadian shoppers’ dollars within our borders.
In Canada, Black Friday started gaining popularity in the early 2000s, as Canadian retailers began to adopt the American tradition of offering deep discounts and doorbuster deals. It has quickly become one of the biggest shopping days of the year, with Canadians flocking to stores and online retailers to take advantage of the savings.
With the rise of e-commerce, many Canadians now choose to shop online on Black Friday, taking advantage of the convenience and accessibility of online shopping. Despite the changing shopping landscape, one thing remains constant: the thrill of finding a great deal and snagging that must-have item at a discounted price.
Leveraging Social Media for Black Friday Success
Social media is a powerful tool to connect with your target audience and drive sales during Black Friday. In 2023, over a third of shoppers relied on social media platforms such as Instagram and TikTok to discover the best Black Friday deals. This trend highlights the growing importance of social media as a key tool for holiday shopping. Consumers are not only using these platforms to browse sales but also to seek product recommendations, reviews, and influencer endorsements.
By sharing posts about their sales and offerings on platforms like Instagram, Facebook, and TikTok, businesses can create anticipation and excitement around their Black Friday promotions. Engaging with customers through interactive posts, exclusive deals, and behind-the-scenes sneak peeks can help build buzz and drive traffic to your online store. Additionally, incorporating testimonials into your social media strategy can help reach a wider audience and increase brand visibility during the busy shopping season.
Here are a few tips to maximize your social media efforts:
Consistent Posting: Ensuring that you are consistently posting on your social media channels in the days leading up to Black Friday will keep your audience engaged and informed. This could include countdowns to your special promotions, teasers of what will be on sale, and reminders of when the sales will start. With a regular posting schedule, you can stay top of mind for customers and keep them excited for what’s to come.
Platform Selection: Choose platforms that align with your target demographic. For example, Instagram and TikTok are great for visually appealing products targeting younger audiences, while LinkedIn is ideal for professional services and B2B products.
Engaging Content: Create compelling content that resonates with your audience. Use eye-catching visuals, persuasive copy, and interactive elements like polls and quizzes.
Targeted Advertising: Use social media advertising to reach specific demographics and interests by using features like custom audiences and lookalike audiences. By targeting your ads based on demographics, interests, and online behaviours, you can increase the likelihood of conversions.
Over to You!
At MYOB, we can help you create and execute a comprehensive social media strategy, including content creation, ad management, and analytics tracking. From crafting engaging content to running targeted ad campaigns, we’ve got you covered. With our expertise and experience in social media marketing, we can help you drive traffic to your website, increase brand visibility, and ultimately boost your revenue. Let us handle the heavy lifting so you can focus on other aspects of your business during the busy holiday season and beyond. Contact us today!
Imagine this: It’s the beginning of November, and you’re getting in the mood for Christmas. The air is crisp, the decorations are appearing in the stores, and everyone is getting in a festive mood. You’re sitting at home, cozy and warm, scrolling through your Instagram feed. And there it is: a post from your favourite local bakery that catches your eye. It’s a mouthwatering image of a freshly baked Christmas cake, accompanied by a heartwarming message about the joy of holiday traditions. You can almost taste the sweetness. And you want that cake! So, you pick up the phone to call, or you visit the bakery’s website and place your order.
This is the power of holiday social media marketing. When done right, it can create a lasting impression on your audience and drive sales. But with so much competition, how can you make your posts stand out?
The Holiday Hustle: Timing is Everything
Most people start the transition to Christmas after Remembrance Day. This means that you should start planning your content well in advance.
Think about creating engaging posts that highlight your holiday offerings, such as special flavours, discounts or festive decorations. Include holiday-themed images or videos to catch the attention of your audience. Consider running promotions or discounts, in addition to incorporating holiday-themed images or videos, to catch the attention of your audience. Careful planning and timing of your holiday social media marketing efforts can significantly impact your business during the holiday season.
Unlock Holiday Social Media Success with These Tips:
One important aspect of holiday social media success is staying consistent with your brand’s voice and aesthetic, as this helps to maintain a cohesive image for your business.
Engaging with your audience through social media activities like asking questions, running polls, and encouraging comments fosters a sense of community around your brand during the bustling holiday season.
Using popular holiday hashtags in your posts can boost visibility, reach a wider audience, and drive more traffic to your business.
Offering exclusive deals or discounts on social media during the holidays can create a sense of urgency among consumers and motivate them to make purchases from your business.
Sharing behind-the-scenes content on social media gives followers a unique look into how you prepare for the holidays, helping to humanize your brand and build trust with customers. Remember that quality content is key—don’t sacrifice quality for quantity when posting on social media platforms.
Is it Worth It? The Numbers Speak for Themselves
According to a survey conducted by Sprout Social Pulse in Q4 2024, 89% of shoppers believe that social media content from brands influences their holiday purchase decisions. 42% of consumers intend to use social media more this year than last year to find gifts, highlighting the importance of social media marketing in your holiday revenue strategy.
It’s clear that social media plays a crucial role in influencing consumer behaviour during the holiday season. With nearly 9 out of 10 shoppers admitting that brand content on social media affects their purchasing decisions, it’s more important than ever to have a strong presence on these platforms. Crafting high-quality content that resonates with your target audience allows you to connect effectively with customers and boost sales. Never underestimate the power of social media in boosting your holiday revenue—the numbers speak for themselves.
Need Help with Your Holiday Social Media Strategy?
At MYOB, we can help small business owners create engaging and effective social media content. From crafting compelling captions to designing eye-catching visuals, our experienced team can help make your holiday marketing a success. Our team can also share your engaging social media post any day and any time—even on a holiday!
Are you ready to deck the halls of your social media feed? Let’s chat! We’re ready to help you start planning your holiday social media campaign today!
Every year, Canadians come together to celebrate the backbone of our economy: small businesses. Small Business Week—a dedicated time to recognize the countless entrepreneurs who drive our communities—is a testament to the resilience, ingenuity, and hard work of these unsung heroes.
In Canada, the small business sector is significant, with over 1.2 million small and medium-sized businesses and 749,000 entrepreneurs.
A Brief History of Small Business Week
For 45 years, the Business Development Bank of Canada (BDC) has arranged an annual entrepreneurship event called BDC Small Business Week. Over 10,000 entrepreneurs come together annually to network, learn, and celebrate Canada’s doers and visionaries.
This event serves as a platform for small business owners to share their experiences, learn from industry experts, and gain valuable insights to help grow their businesses. Small Business Week also highlights the importance of supporting local businesses and the positive impact they have on our economy. It is a time to celebrate the hard work and dedication of small business owners who play a vital role in driving innovation and creating jobs in communities across the country.
Why Small Business Week Matters
Small businesses play a vital role in Canada’s economic landscape. They create jobs, stimulate local economies, and foster innovation. From mom-and-pop shops to tech startups, small businesses are the engines that drive our communities forward.
Small Business Week is an opportunity to recognize and appreciate the contributions of these businesses to our economy. It is a time to shine a spotlight on the hard work and dedication of small business owners who often face unique challenges and obstacles in their journey to success. By supporting small businesses, we are not only investing in our local communities but also in the future of our country’s economy. It is important to show our appreciation for the innovation, creativity, and resilience that small businesses contribute, and Small Business Week provides the perfect platform to do so.
How Can We Support Each Other This Week?
Small Business Week is an excellent opportunity for us to come together and show our support for local businesses. Here are a few ways you can get involved:
Share posts on social media: Engage with other small business owners by liking, commenting, and sharing their content.
Shop local: We can put small businesses at the forefront of our minds as the holiday season approaches by buying gifts and/or gift certificates for family, employees, and friends.
Give referrals: Recommend local businesses to your friends, family, and colleagues. Online, we can give referrals by tagging small business owners in Facebook groups or connecting through email.
Leave reviews: Take time to share positive experiences about local small businesses online with a Google review or a review on Facebook.
These simple actions will help us support local entrepreneurs and increase awareness of small businesses in our community.
How MYOB Supports Small Businesses
As a small business ourselves, we understand the challenges and rewards of entrepreneurship. We’re committed to supporting our fellow business owners by offering bookkeeping, social media management, and website maintenance and design services. We believe that by building strong relationships with our clients, we can help them achieve their goals and grow their businesses.
Over to You
Small Business Week is a celebration of the incredible contributions that small businesses make to our communities. As we continue to navigate the challenges and opportunities of the modern business landscape, it’s more important than ever to support and encourage these vital enterprises.
So, let’s come together to celebrate and show our appreciation for the entrepreneurs who are making a difference in our lives. How will you be supporting small businesses this week?
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.
