Look...I know how company/brand/organization social media works. There’s usually some extremely-junior staff member whose job it is to go onto the brand page every day or two and like, comment and share on the page’s posts and comments. We, as an agency do this ALL. DAY. LONG.
But it’s rare that I’m surprised (and delighted) when a brand comments on one of my personal posts.
STORY: My son recently visited Montreal for the weekend and visited our favorite (and arguably the most famous) bagel shop in the city. Montreal bagels are a big deal (Google it...) and St-Viateur’s Bagels are the best of the best. He grabbed a couple of bags and brought them home to the family, after which I promptly announced on Facebook and Instagram that we had some in our possession. Two days later, in response to me tagging them, St-Viateur responded with a simple message. It made me smile from ear-to-ear that this “celebrity bagel place” would reach out to me.
Engaging with your audience on social media is the biggest part of being on social media. It’s not just about the content, the reach, and the audience segments. Sometimes it’s just about the warm fuzzy that a customer gets when you acknowledge them. There’s a reason it’s called “social” media. Be social...have fun...interact...make your customers feel special.
Like I said, I’m generally pretty jaded when it comes to being marketed to and if a simple “like and comment” by the kid who has to sweep up the sesame seeds at the end of the night can make me pause and think about my brand affinity towards a bagel shop 315 miles away, think about how engaging with your audience in simple ways can impact the way they think about your brand.
We’re also here to help in case you don’t have time for all that.