Your social media

questions answered

social mediaHow to choose the right channels

Finding followers and engaging your audience

The small business guide to

The rise of social media has been so rapid that itrsquos easy to feel left behind And itrsquos not just a personal scene anymore - many businesses are using sites such as LinkedIn Twitter and Facebook to attract followers and fans

If you run your own business social media offers you the chance to spread the word about what you do It enables you to build a reputation forge new relationships and bring in new business

But if you havenrsquot taken the plunge yet yoursquore not alone According to research by specialist SME insurer Hiscox (2012) only 57 of small businesses currently use social media to support their marketing efforts

Just listen at first and then gradually start

responding and striking up conversations

Spreading the word with social mediaAnd research by The Neilsen Company has found that 53 of adults who engage in social networks are active followers of a brand

ldquoItrsquos never too late to start You definitely havenrsquot missed the boatrdquo says Alex Truby consultant at social media consultancy Fresh Networks ldquoThere are exciting opportunities for most businesses on social mediardquo

57of small businessesuse social media to supporttheir marketing efforts

Getting startedItrsquos often said that social media sites are like cocktail parties You wouldnrsquot just turn up and start talking at people says Alex ldquoYou have to absorb the atmosphere Just listen at first and then gradually start responding and striking up conversationsrdquo

On social media just like in real life therersquos some etiquette that yoursquoll need to learn ldquoEach platform has its own nuancesrdquo says Alex ldquoBut itrsquos important to be yourself mdash donrsquot try and be something yoursquore not it will backfire in the long runrdquo

Choosing your channelsldquoA good starting point is to write your own blogrdquo says Alex ldquoThink about a topic that you know well thatrsquos related to your business that you can write regularly about If you host it on your website and your blog posts are well read and shared it will drive more people to visit your siterdquo And once you get started on other sites you can add links to your blog and direct traffic back to your own website

Which social media sites should you chooseAccording to Hiscox 19 of small firms use Facebook 14 are on LinkedIn 4 use Twitter and 15 rely on other social media such as blogs

Itrsquos not necessary - or even advisable - to be on all the sites ldquoIf you spread yourself too thin you wonrsquot be effectiverdquo says Alex ldquoThe main thing is to find where your audiences are and be active thererdquo

Every site has its own merits Facebook allows businesses to engage with a fan base of local consumers For instance if you own a cafeacute or a shop sell products online or run exercise classes in your area you could do really well on Facebook

LinkedIn meanwhile is great for business-to-business firms and consultants that want to connect with clients and partners in their sector It can help you build contacts and talk to people with shared interests

And Twitter which has rapidly taken off allows anyone to post short messages of 140 characters that will be seen by their network of followers For businesses Twitter is all about showing the people behind the brands

Which social media sites do SMEs use most for business

1914 154

Facebook

Linkedinother social

media

Twitter

Mixing the personal with business

The best way to reach out is by sharing content mdash it

could be a blog post you have written or something yoursquove

read that you think would appeal to your followers

Getting the balance right can be tricky The point of social media is that it is friendly and personal even for business users But just how far should you combine personal with business on social media

Itrsquos probably not a good idea to have a Facebook presence that combines your private social life (complete with photos) with your business

However Twitter is a different story Some people follow businesses on Twitter precisely because they want to get to know the real people behind the brand And many entrepreneurs are living and breathing their own brand 247

Itrsquos a judgment call that only you can make But if you opt for a single combined Twitter account remember to make sure that every tweet fits with the reputation of your brand mdash even if you are only tweeting about what you did at the weekend

Finding your followersAll the social media sites offer a variety of ways to find people you know mdash or want to get to know

You can search for names or use your email contact list to find out who is on which site and then reach out to them There are also groups you can join on sites like LinkedIn that will help you find your target audience On Facebook you can search for fan pages relevant to your sector

The beauty of social media is that each contact often leads to another so that you can attract more followers fans or business connections every day

Where is your audience

59

Twitter

Twitter

Linkedin

Linkedin

Facebook

Facebook

0-24 yrs 25-34 yrs 35-44 yrs 45+ yrs

50 5741 50 43

19

23

25

33

14

18

22

464

15

32

49

Reaching out to your customersIf your customers are very active on social media sites you may find that they use them to contact you with queries and complaints In this case itrsquos vital to check in regularly and make sure you deal with any problems promptly

The best way to reach out is by sharing content mdash it could be a blog post you have written or something yoursquove read that you think would appeal

to your followers If you are on Twitter itrsquos worth retweeting posts that you think your audience would enjoy

And finally think about your tone of voice mdash a site like LinkedIn is more serious than Facebook for example And while none of the social media sites require over-formality it pays to be polite mdash always thanks people for kind words mentions feedback and recommendations

Why do small businesses use social media

27 to increase brand awareness 15 to

boost sales11 to improve their customer service

Your social media questions answered

to find out more go to

sagecoukdiscover

WhobullYou can build relationships with customers

potential customers people your customers know journalists movers and shakers in your sector partners and suppliers

bullIf yoursquove established a good rapport with a key contact you can suggest direct contact by phone email or face-to-face

WhybullIt helps you demonstrate your expertise in a non-

salesy way

bullItrsquos interactive without being intrusive

bullItrsquos good for growing your audience and helping your firm to improve its search results

WhatbullShare content pass on tips and respond to

enquiries

bullDeal with any negative comments promptly

bullAsk questions

WhenbullLittle and often is the key

bullDo post regularly but donrsquot let it take up more time than you can afford

HowbullDonrsquot just broadcast messages mdash listen

respond interact

bullDonrsquot sell mdash be helpful itrsquos much more effective

bullSay thanks when people respond

bullMake sure your profile is fresh and relevant use good quality images and include links back to your website

81 of small businesses see the value of using social media as a business tool

The rise of social media has been so rapid that itrsquos easy to feel left behind And itrsquos not just a personal scene anymore - many businesses are using sites such as LinkedIn Twitter and Facebook to attract followers and fans

If you run your own business social media offers you the chance to spread the word about what you do It enables you to build a reputation forge new relationships and bring in new business

But if you havenrsquot taken the plunge yet yoursquore not alone According to research by specialist SME insurer Hiscox (2012) only 57 of small businesses currently use social media to support their marketing efforts

Just listen at first and then gradually start

responding and striking up conversations

Spreading the word with social mediaAnd research by The Neilsen Company has found that 53 of adults who engage in social networks are active followers of a brand

ldquoItrsquos never too late to start You definitely havenrsquot missed the boatrdquo says Alex Truby consultant at social media consultancy Fresh Networks ldquoThere are exciting opportunities for most businesses on social mediardquo

57of small businessesuse social media to supporttheir marketing efforts

Getting startedItrsquos often said that social media sites are like cocktail parties You wouldnrsquot just turn up and start talking at people says Alex ldquoYou have to absorb the atmosphere Just listen at first and then gradually start responding and striking up conversationsrdquo

On social media just like in real life therersquos some etiquette that yoursquoll need to learn ldquoEach platform has its own nuancesrdquo says Alex ldquoBut itrsquos important to be yourself mdash donrsquot try and be something yoursquore not it will backfire in the long runrdquo

Choosing your channelsldquoA good starting point is to write your own blogrdquo says Alex ldquoThink about a topic that you know well thatrsquos related to your business that you can write regularly about If you host it on your website and your blog posts are well read and shared it will drive more people to visit your siterdquo And once you get started on other sites you can add links to your blog and direct traffic back to your own website

Which social media sites should you chooseAccording to Hiscox 19 of small firms use Facebook 14 are on LinkedIn 4 use Twitter and 15 rely on other social media such as blogs

Itrsquos not necessary - or even advisable - to be on all the sites ldquoIf you spread yourself too thin you wonrsquot be effectiverdquo says Alex ldquoThe main thing is to find where your audiences are and be active thererdquo

Every site has its own merits Facebook allows businesses to engage with a fan base of local consumers For instance if you own a cafeacute or a shop sell products online or run exercise classes in your area you could do really well on Facebook

LinkedIn meanwhile is great for business-to-business firms and consultants that want to connect with clients and partners in their sector It can help you build contacts and talk to people with shared interests

And Twitter which has rapidly taken off allows anyone to post short messages of 140 characters that will be seen by their network of followers For businesses Twitter is all about showing the people behind the brands

Which social media sites do SMEs use most for business

1914 154

Facebook

Linkedinother social

media

Twitter

Mixing the personal with business

The best way to reach out is by sharing content mdash it

could be a blog post you have written or something yoursquove

read that you think would appeal to your followers

Getting the balance right can be tricky The point of social media is that it is friendly and personal even for business users But just how far should you combine personal with business on social media

Itrsquos probably not a good idea to have a Facebook presence that combines your private social life (complete with photos) with your business

However Twitter is a different story Some people follow businesses on Twitter precisely because they want to get to know the real people behind the brand And many entrepreneurs are living and breathing their own brand 247

Itrsquos a judgment call that only you can make But if you opt for a single combined Twitter account remember to make sure that every tweet fits with the reputation of your brand mdash even if you are only tweeting about what you did at the weekend

Finding your followersAll the social media sites offer a variety of ways to find people you know mdash or want to get to know

You can search for names or use your email contact list to find out who is on which site and then reach out to them There are also groups you can join on sites like LinkedIn that will help you find your target audience On Facebook you can search for fan pages relevant to your sector

The beauty of social media is that each contact often leads to another so that you can attract more followers fans or business connections every day

Where is your audience

59

Twitter

Twitter

Linkedin

Linkedin

Facebook

Facebook

0-24 yrs 25-34 yrs 35-44 yrs 45+ yrs

50 5741 50 43

19

23

25

33

14

18

22

464

15

32

49

Reaching out to your customersIf your customers are very active on social media sites you may find that they use them to contact you with queries and complaints In this case itrsquos vital to check in regularly and make sure you deal with any problems promptly

The best way to reach out is by sharing content mdash it could be a blog post you have written or something yoursquove read that you think would appeal

to your followers If you are on Twitter itrsquos worth retweeting posts that you think your audience would enjoy

And finally think about your tone of voice mdash a site like LinkedIn is more serious than Facebook for example And while none of the social media sites require over-formality it pays to be polite mdash always thanks people for kind words mentions feedback and recommendations

Why do small businesses use social media

27 to increase brand awareness 15 to

boost sales11 to improve their customer service

Your social media questions answered

to find out more go to

sagecoukdiscover

WhobullYou can build relationships with customers

potential customers people your customers know journalists movers and shakers in your sector partners and suppliers

bullIf yoursquove established a good rapport with a key contact you can suggest direct contact by phone email or face-to-face

WhybullIt helps you demonstrate your expertise in a non-

salesy way

bullItrsquos interactive without being intrusive

bullItrsquos good for growing your audience and helping your firm to improve its search results

WhatbullShare content pass on tips and respond to

enquiries

bullDeal with any negative comments promptly

bullAsk questions

WhenbullLittle and often is the key

bullDo post regularly but donrsquot let it take up more time than you can afford

HowbullDonrsquot just broadcast messages mdash listen

respond interact

bullDonrsquot sell mdash be helpful itrsquos much more effective

bullSay thanks when people respond

bullMake sure your profile is fresh and relevant use good quality images and include links back to your website

81 of small businesses see the value of using social media as a business tool

Getting startedItrsquos often said that social media sites are like cocktail parties You wouldnrsquot just turn up and start talking at people says Alex ldquoYou have to absorb the atmosphere Just listen at first and then gradually start responding and striking up conversationsrdquo

On social media just like in real life therersquos some etiquette that yoursquoll need to learn ldquoEach platform has its own nuancesrdquo says Alex ldquoBut itrsquos important to be yourself mdash donrsquot try and be something yoursquore not it will backfire in the long runrdquo

Choosing your channelsldquoA good starting point is to write your own blogrdquo says Alex ldquoThink about a topic that you know well thatrsquos related to your business that you can write regularly about If you host it on your website and your blog posts are well read and shared it will drive more people to visit your siterdquo And once you get started on other sites you can add links to your blog and direct traffic back to your own website

Which social media sites should you chooseAccording to Hiscox 19 of small firms use Facebook 14 are on LinkedIn 4 use Twitter and 15 rely on other social media such as blogs

Itrsquos not necessary - or even advisable - to be on all the sites ldquoIf you spread yourself too thin you wonrsquot be effectiverdquo says Alex ldquoThe main thing is to find where your audiences are and be active thererdquo

Every site has its own merits Facebook allows businesses to engage with a fan base of local consumers For instance if you own a cafeacute or a shop sell products online or run exercise classes in your area you could do really well on Facebook

LinkedIn meanwhile is great for business-to-business firms and consultants that want to connect with clients and partners in their sector It can help you build contacts and talk to people with shared interests

And Twitter which has rapidly taken off allows anyone to post short messages of 140 characters that will be seen by their network of followers For businesses Twitter is all about showing the people behind the brands

Which social media sites do SMEs use most for business

1914 154

Facebook

Linkedinother social

media

Twitter

Mixing the personal with business

The best way to reach out is by sharing content mdash it

could be a blog post you have written or something yoursquove

read that you think would appeal to your followers

Getting the balance right can be tricky The point of social media is that it is friendly and personal even for business users But just how far should you combine personal with business on social media

Itrsquos probably not a good idea to have a Facebook presence that combines your private social life (complete with photos) with your business

However Twitter is a different story Some people follow businesses on Twitter precisely because they want to get to know the real people behind the brand And many entrepreneurs are living and breathing their own brand 247

Itrsquos a judgment call that only you can make But if you opt for a single combined Twitter account remember to make sure that every tweet fits with the reputation of your brand mdash even if you are only tweeting about what you did at the weekend

Finding your followersAll the social media sites offer a variety of ways to find people you know mdash or want to get to know

You can search for names or use your email contact list to find out who is on which site and then reach out to them There are also groups you can join on sites like LinkedIn that will help you find your target audience On Facebook you can search for fan pages relevant to your sector

The beauty of social media is that each contact often leads to another so that you can attract more followers fans or business connections every day

Where is your audience

59

Twitter

Twitter

Linkedin

Linkedin

Facebook

Facebook

0-24 yrs 25-34 yrs 35-44 yrs 45+ yrs

50 5741 50 43

19

23

25

33

14

18

22

464

15

32

49

Reaching out to your customersIf your customers are very active on social media sites you may find that they use them to contact you with queries and complaints In this case itrsquos vital to check in regularly and make sure you deal with any problems promptly

The best way to reach out is by sharing content mdash it could be a blog post you have written or something yoursquove read that you think would appeal

to your followers If you are on Twitter itrsquos worth retweeting posts that you think your audience would enjoy

And finally think about your tone of voice mdash a site like LinkedIn is more serious than Facebook for example And while none of the social media sites require over-formality it pays to be polite mdash always thanks people for kind words mentions feedback and recommendations

Why do small businesses use social media

27 to increase brand awareness 15 to

boost sales11 to improve their customer service

Your social media questions answered

to find out more go to

sagecoukdiscover

WhobullYou can build relationships with customers

potential customers people your customers know journalists movers and shakers in your sector partners and suppliers

bullIf yoursquove established a good rapport with a key contact you can suggest direct contact by phone email or face-to-face

WhybullIt helps you demonstrate your expertise in a non-

salesy way

bullItrsquos interactive without being intrusive

bullItrsquos good for growing your audience and helping your firm to improve its search results

WhatbullShare content pass on tips and respond to

enquiries

bullDeal with any negative comments promptly

bullAsk questions

WhenbullLittle and often is the key

bullDo post regularly but donrsquot let it take up more time than you can afford

HowbullDonrsquot just broadcast messages mdash listen

respond interact

bullDonrsquot sell mdash be helpful itrsquos much more effective

bullSay thanks when people respond

bullMake sure your profile is fresh and relevant use good quality images and include links back to your website

81 of small businesses see the value of using social media as a business tool

Choosing your channelsldquoA good starting point is to write your own blogrdquo says Alex ldquoThink about a topic that you know well thatrsquos related to your business that you can write regularly about If you host it on your website and your blog posts are well read and shared it will drive more people to visit your siterdquo And once you get started on other sites you can add links to your blog and direct traffic back to your own website

Which social media sites should you chooseAccording to Hiscox 19 of small firms use Facebook 14 are on LinkedIn 4 use Twitter and 15 rely on other social media such as blogs

Itrsquos not necessary - or even advisable - to be on all the sites ldquoIf you spread yourself too thin you wonrsquot be effectiverdquo says Alex ldquoThe main thing is to find where your audiences are and be active thererdquo

Every site has its own merits Facebook allows businesses to engage with a fan base of local consumers For instance if you own a cafeacute or a shop sell products online or run exercise classes in your area you could do really well on Facebook

LinkedIn meanwhile is great for business-to-business firms and consultants that want to connect with clients and partners in their sector It can help you build contacts and talk to people with shared interests

And Twitter which has rapidly taken off allows anyone to post short messages of 140 characters that will be seen by their network of followers For businesses Twitter is all about showing the people behind the brands

Which social media sites do SMEs use most for business

1914 154

Facebook

Linkedinother social

media

Twitter

Mixing the personal with business

The best way to reach out is by sharing content mdash it

could be a blog post you have written or something yoursquove

read that you think would appeal to your followers

Getting the balance right can be tricky The point of social media is that it is friendly and personal even for business users But just how far should you combine personal with business on social media

Itrsquos probably not a good idea to have a Facebook presence that combines your private social life (complete with photos) with your business

However Twitter is a different story Some people follow businesses on Twitter precisely because they want to get to know the real people behind the brand And many entrepreneurs are living and breathing their own brand 247

Itrsquos a judgment call that only you can make But if you opt for a single combined Twitter account remember to make sure that every tweet fits with the reputation of your brand mdash even if you are only tweeting about what you did at the weekend

Finding your followersAll the social media sites offer a variety of ways to find people you know mdash or want to get to know

You can search for names or use your email contact list to find out who is on which site and then reach out to them There are also groups you can join on sites like LinkedIn that will help you find your target audience On Facebook you can search for fan pages relevant to your sector

The beauty of social media is that each contact often leads to another so that you can attract more followers fans or business connections every day

Where is your audience

59

Twitter

Twitter

Linkedin

Linkedin

Facebook

Facebook

0-24 yrs 25-34 yrs 35-44 yrs 45+ yrs

50 5741 50 43

19

23

25

33

14

18

22

464

15

32

49

Reaching out to your customersIf your customers are very active on social media sites you may find that they use them to contact you with queries and complaints In this case itrsquos vital to check in regularly and make sure you deal with any problems promptly

The best way to reach out is by sharing content mdash it could be a blog post you have written or something yoursquove read that you think would appeal

to your followers If you are on Twitter itrsquos worth retweeting posts that you think your audience would enjoy

And finally think about your tone of voice mdash a site like LinkedIn is more serious than Facebook for example And while none of the social media sites require over-formality it pays to be polite mdash always thanks people for kind words mentions feedback and recommendations

Why do small businesses use social media

27 to increase brand awareness 15 to

boost sales11 to improve their customer service

Your social media questions answered

to find out more go to

sagecoukdiscover

WhobullYou can build relationships with customers

potential customers people your customers know journalists movers and shakers in your sector partners and suppliers

bullIf yoursquove established a good rapport with a key contact you can suggest direct contact by phone email or face-to-face

WhybullIt helps you demonstrate your expertise in a non-

salesy way

bullItrsquos interactive without being intrusive

bullItrsquos good for growing your audience and helping your firm to improve its search results

WhatbullShare content pass on tips and respond to

enquiries

bullDeal with any negative comments promptly

bullAsk questions

WhenbullLittle and often is the key

bullDo post regularly but donrsquot let it take up more time than you can afford

HowbullDonrsquot just broadcast messages mdash listen

respond interact

bullDonrsquot sell mdash be helpful itrsquos much more effective

bullSay thanks when people respond

bullMake sure your profile is fresh and relevant use good quality images and include links back to your website

81 of small businesses see the value of using social media as a business tool

Mixing the personal with business

The best way to reach out is by sharing content mdash it

could be a blog post you have written or something yoursquove

read that you think would appeal to your followers

Getting the balance right can be tricky The point of social media is that it is friendly and personal even for business users But just how far should you combine personal with business on social media

Itrsquos probably not a good idea to have a Facebook presence that combines your private social life (complete with photos) with your business

However Twitter is a different story Some people follow businesses on Twitter precisely because they want to get to know the real people behind the brand And many entrepreneurs are living and breathing their own brand 247

Itrsquos a judgment call that only you can make But if you opt for a single combined Twitter account remember to make sure that every tweet fits with the reputation of your brand mdash even if you are only tweeting about what you did at the weekend

Finding your followersAll the social media sites offer a variety of ways to find people you know mdash or want to get to know

You can search for names or use your email contact list to find out who is on which site and then reach out to them There are also groups you can join on sites like LinkedIn that will help you find your target audience On Facebook you can search for fan pages relevant to your sector

The beauty of social media is that each contact often leads to another so that you can attract more followers fans or business connections every day

Where is your audience

59

Twitter

Twitter

Linkedin

Linkedin

Facebook

Facebook

0-24 yrs 25-34 yrs 35-44 yrs 45+ yrs

50 5741 50 43

19

23

25

33

14

18

22

464

15

32

49

Reaching out to your customersIf your customers are very active on social media sites you may find that they use them to contact you with queries and complaints In this case itrsquos vital to check in regularly and make sure you deal with any problems promptly

The best way to reach out is by sharing content mdash it could be a blog post you have written or something yoursquove read that you think would appeal

to your followers If you are on Twitter itrsquos worth retweeting posts that you think your audience would enjoy

And finally think about your tone of voice mdash a site like LinkedIn is more serious than Facebook for example And while none of the social media sites require over-formality it pays to be polite mdash always thanks people for kind words mentions feedback and recommendations

Why do small businesses use social media

27 to increase brand awareness 15 to

boost sales11 to improve their customer service

Your social media questions answered

to find out more go to

sagecoukdiscover

WhobullYou can build relationships with customers

potential customers people your customers know journalists movers and shakers in your sector partners and suppliers

bullIf yoursquove established a good rapport with a key contact you can suggest direct contact by phone email or face-to-face

WhybullIt helps you demonstrate your expertise in a non-

salesy way

bullItrsquos interactive without being intrusive

bullItrsquos good for growing your audience and helping your firm to improve its search results

WhatbullShare content pass on tips and respond to

enquiries

bullDeal with any negative comments promptly

bullAsk questions

WhenbullLittle and often is the key

bullDo post regularly but donrsquot let it take up more time than you can afford

HowbullDonrsquot just broadcast messages mdash listen

respond interact

bullDonrsquot sell mdash be helpful itrsquos much more effective

bullSay thanks when people respond

bullMake sure your profile is fresh and relevant use good quality images and include links back to your website

81 of small businesses see the value of using social media as a business tool

Finding your followersAll the social media sites offer a variety of ways to find people you know mdash or want to get to know

You can search for names or use your email contact list to find out who is on which site and then reach out to them There are also groups you can join on sites like LinkedIn that will help you find your target audience On Facebook you can search for fan pages relevant to your sector

The beauty of social media is that each contact often leads to another so that you can attract more followers fans or business connections every day

Where is your audience

59

Twitter

Twitter

Linkedin

Linkedin

Facebook

Facebook

0-24 yrs 25-34 yrs 35-44 yrs 45+ yrs

50 5741 50 43

19

23

25

33

14

18

22

464

15

32

49

Reaching out to your customersIf your customers are very active on social media sites you may find that they use them to contact you with queries and complaints In this case itrsquos vital to check in regularly and make sure you deal with any problems promptly

The best way to reach out is by sharing content mdash it could be a blog post you have written or something yoursquove read that you think would appeal

to your followers If you are on Twitter itrsquos worth retweeting posts that you think your audience would enjoy

And finally think about your tone of voice mdash a site like LinkedIn is more serious than Facebook for example And while none of the social media sites require over-formality it pays to be polite mdash always thanks people for kind words mentions feedback and recommendations

Why do small businesses use social media

27 to increase brand awareness 15 to

boost sales11 to improve their customer service

Your social media questions answered

to find out more go to

sagecoukdiscover

WhobullYou can build relationships with customers

potential customers people your customers know journalists movers and shakers in your sector partners and suppliers

bullIf yoursquove established a good rapport with a key contact you can suggest direct contact by phone email or face-to-face

WhybullIt helps you demonstrate your expertise in a non-

salesy way

bullItrsquos interactive without being intrusive

bullItrsquos good for growing your audience and helping your firm to improve its search results

WhatbullShare content pass on tips and respond to

enquiries

bullDeal with any negative comments promptly

bullAsk questions

WhenbullLittle and often is the key

bullDo post regularly but donrsquot let it take up more time than you can afford

HowbullDonrsquot just broadcast messages mdash listen

respond interact

bullDonrsquot sell mdash be helpful itrsquos much more effective

bullSay thanks when people respond

bullMake sure your profile is fresh and relevant use good quality images and include links back to your website

81 of small businesses see the value of using social media as a business tool

Reaching out to your customersIf your customers are very active on social media sites you may find that they use them to contact you with queries and complaints In this case itrsquos vital to check in regularly and make sure you deal with any problems promptly

The best way to reach out is by sharing content mdash it could be a blog post you have written or something yoursquove read that you think would appeal

to your followers If you are on Twitter itrsquos worth retweeting posts that you think your audience would enjoy

And finally think about your tone of voice mdash a site like LinkedIn is more serious than Facebook for example And while none of the social media sites require over-formality it pays to be polite mdash always thanks people for kind words mentions feedback and recommendations

Why do small businesses use social media

27 to increase brand awareness 15 to

boost sales11 to improve their customer service

Your social media questions answered

to find out more go to

sagecoukdiscover

WhobullYou can build relationships with customers

potential customers people your customers know journalists movers and shakers in your sector partners and suppliers

bullIf yoursquove established a good rapport with a key contact you can suggest direct contact by phone email or face-to-face

WhybullIt helps you demonstrate your expertise in a non-

salesy way

bullItrsquos interactive without being intrusive

bullItrsquos good for growing your audience and helping your firm to improve its search results

WhatbullShare content pass on tips and respond to

enquiries

bullDeal with any negative comments promptly

bullAsk questions

WhenbullLittle and often is the key

bullDo post regularly but donrsquot let it take up more time than you can afford

HowbullDonrsquot just broadcast messages mdash listen

respond interact

bullDonrsquot sell mdash be helpful itrsquos much more effective

bullSay thanks when people respond

bullMake sure your profile is fresh and relevant use good quality images and include links back to your website

81 of small businesses see the value of using social media as a business tool

Your social media questions answered

to find out more go to

sagecoukdiscover

WhobullYou can build relationships with customers

potential customers people your customers know journalists movers and shakers in your sector partners and suppliers

bullIf yoursquove established a good rapport with a key contact you can suggest direct contact by phone email or face-to-face

WhybullIt helps you demonstrate your expertise in a non-

salesy way

bullItrsquos interactive without being intrusive

bullItrsquos good for growing your audience and helping your firm to improve its search results

WhatbullShare content pass on tips and respond to

enquiries

bullDeal with any negative comments promptly

bullAsk questions

WhenbullLittle and often is the key

bullDo post regularly but donrsquot let it take up more time than you can afford

HowbullDonrsquot just broadcast messages mdash listen

respond interact

bullDonrsquot sell mdash be helpful itrsquos much more effective

bullSay thanks when people respond

bullMake sure your profile is fresh and relevant use good quality images and include links back to your website

81 of small businesses see the value of using social media as a business tool