Regardless of how well you plan your social media strategy, you’re bound to make some missteps along the way. Erin Lynch, of Multichannel Merchant, points out the recent JC Penny uproar over a tea kettle resembling a certain German dictator. JC Penny couldn’t be expected to foresee that outcome, but they handled it impeccably. The tea pot was pulled from the store’s website and they used their social media profiles to apologize, with some good natured humor included.

The worst possible move in this type of situation is to ignore it. Had JC Penny’s social media team remained silent while the internet made the photo of their tea pot viral, they may not have escaped unscathed. Remember that in your own social media policies. When unhappy customers come calling, respond politely and apologetically. If it all possible, remedy the problem and report back so they, and others, can see how well you handled the issue. If ignoring problems is the worst move, then debating or challenging customers is a close second. The customer is always right, especially when your conversation is on a public, social media forum.

There’s Facebook, Twitter, Google+, LinkedIn and Pinterest. All offer something unique and a unique demographic to those that create a presence for their business there. So which one is best suited for the needs of your company?

Jen Wilson, of Business Journal, recently published an in-depth look at who exactly is using each site and what type of company will flourish there. Here’s a quick rundown of the findings.

Facebook: Best suited for established brands with a dedicated following that will share success stories. Ages 18-55.

Twitter: Great for developing relationships with customers and for PR. Younger demographic than Facebook with an added bonus of well-known personalities among the users.

LinkedIn: B2B sales is perfect here, but it can also be used to establish yourself as an expert in a given field. Wide age range, but users are college educated and often advanced in their careers.

Google+: Tech companies, internet services and gaming works great considering there’s a high concentration of young, tech savvy males here. Also, get a boost in search as your picture appears with your articles or web site.

Pinterest: Any image driven company, specifically fashion or design but could even be adapted for certain types of sales. The best place to market to women under 50.

One of the advantages of your business’s social media profile that almost no one is talking about is that it can reveal the flaws in your business. Whether it’s through negative feedback or a general lack of participation, the problems that arise on social media usually point to problems that need to be fixed at your physical location.

Carrie Kerpen, of Inc., calls social media “a mirror. A reflection of your company and how you’re doing today.” Basically, this means that if you see an abundance of negative comments, it’s because you’re doing something wrong. This is a pretty simple idea. After all, if you were getting an abundance of phone calls from customers complaining about your service, wouldn’t you assume something was wrong with your service? This is simply an example of how some business owners are not translating social media activity correctly, or perhaps simply undervaluing its importance.

After you’ve come up with solutions to your business’s shortcomings, be sure to let those naysayers on social media know about it. Negative comments that are left unanswered are far more damning than those that receive an apologetic, professional response detailing how your business is adapting and dealing with the problem. Sometimes, it can even be a simple reassurance that changes in your business won’t affect the quality product your customer is used to. Or, maybe you can apologize for a perceived shortcoming that can’t be changed while pointing out some advantages your customer has yet to notice.

When used correctly, social media is a way to make your business better and enhance the relationship you have with your customers.

 

Facebook ads INFOGRAPHIC

Simply because they are the relative new ad on the block, there seems to be some confusion about how to implement and get the best ROI for Facebook ads. When it comes to Page Post Ads, you’re essentially getting the opportunity to put your message into users’ news feeds, whether they’ve liked your page or not.

To get a better idea of what is possible and how to use Facebook ads, check out the included infographic from Ampush, which comes via Marketing Land.

As Facebook establishes itself as an option to gain a piece of your advertising budget, you may find yourself wondering if can actually give you a solid ROI. Because it is a fairly new platform, some are still a bit skeptical about the realistic expectations they should have when they dump money into a Facebook ad.

iMediaConnection set out to investigate this matter and returned with an interesting case study about how Facebook advertising has worked for one specific company. Follow the link and watch the included video interviews with a car dealership’s marketing manager to hear about how they found success through Facebook advertising and parlay that into success with your own campaigns.

If your company has a Facebook app, and considering the increasing benefits you should strongly consider having one, it can now help to target your audience.

Brittany Darwell reports for Inside Facebook that the way users interact with your app can be used as a part of ‘Custom Audiences’, called App User IDs, to make a group to target. Users don’t even need to register through Facebook, or with an email or phone number.

Currently, App User IDs are only available for iOS developers, but the expansion to Android is expected soon.

Facebook reportedly began gauging the interest of advertisers in video ad units about 6-months ago and now, as Ginny Marvin reports for Marketing Land, they appear ready to roll out video ads to newsfeeds by July.

The video ads are expected to be available for all platforms, desktop, tablet and smartphones, and at a lower CPM for broadcast television ads. However, detractors have already started wondering aloud how users will react to more ads in their newsfeed. Especially a concern about how autoplay videos will effect the site’s load times, especially for smartphone users.

Advertisers will certainly be clamoring for the ad space in the early going, but we’ll wait and see if it becomes a proven commodity.

If you haven’t launched a social media presence for your business or you’re getting frustrated trying to get your social media page off the ground, Miriam McNabb, a “social marketing professional” has some advice for you, as reported by Anne O’Connor at Nashoba Publishing.

First and foremost, there is very little sunk cost for social media marketing. So, you don’t need to worry that much about how to get started. It’s much more important that you simply start. Make a page on Facebook or Twitter and set aside some time to put out content. All you’ll be losing is some of your own time and effort.

Also, don’t feel guilty for bragging about your company’s achievements. Users like or follow you because they’re interested in your products or services, so tell them what you can do. If you donated something to a cause, be sure to let everyone know. If you have a special, sale or contest, get the word out and encourage your users to share with their friends.

Finally, establish yourself as an expert. I’ve talked about this particular bit of advice quite a bit and I understand it can be a little daunting. You may need to interact with users on more than just your own page, but finding questions pertaining to your business and answering them has a huge impact on how consumers view you. Twitter is an ideal forum for this, but you can accomplish it on Facebook too. So forget about your lack of expertise on social media and showcase your expertise in your field.

Running a competitions through your Facebook page can be an effective way to build your audience and enhance brand recognition. But that’s only if you do it correctly. Neville Luff posted a list of concerns at Business2Community that you need to be aware of to make sure you get the most benefit out of your Facebook contest.

Have you read through Facebook’s terms and policies and page guidelines? Probably not, but not doing so could lead to Facebook shutting down your contest. For example, requiring a like or share to win is frowned upon. And you must use an app for your promotion.

Now, if you follow Facebook’s rules, your contest won’t be embarrassingly shut down, but will you get the most out of it. Be sure you promote it properly. Too many times, a business assumes simply having a contest will attract attention, but if you’re going to go to the effort of a giveaway, go the extra mile to make sure as many people know about it as possible. You need to have a plan in place to promote your contest, as well as on to actually execute it.

Finally, give away something relevant to your company. We all love Microsoft products, but are you really getting more customers because you gave away an Iphone? If your prize gives the winner access to your services, you are building your customer base and those who register will actually be users interested in what you do.