Influencer Marketing Mistakes Great Brands Don't Make
Influencer marketing is all the rage, but it’s also VERY EASY to botch the job. Based on our many B2B and B2C influencer campaigns, this tight eBook will save you from sadness.
Lindsey Hancock, Owner of Brand Vixen, joins the Social Pros Podcast to discuss her time at Big Ass Fans, turning customer complaints into positive support.
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Customer service is an often-discussed side of social media, but when it comes to customer complaints, the strategy is often to move them out of the social spotlight to deal with them privately.
During her time with Big Ass Fans, however, Lindsey Hancock decided to flip the script and put some of their customer complaints front and center, giving supporters a chance to show their love! It was a gutsy move that paid off. Lindsey says her “hate mail” campaign brought massive engagement and flooded Big Ass Fans’ social feeds with support from happy customers.
This certainly isn’t a good strategy for every kind of customer complaint, but depending on the nature of the concern and the tone of the conversation, it may just benefit your business to keep your customer service in the spotlight!
“I had to have a social presence because I’m not going to trust someone to do my social if they can’t do their own.” — @thebrandvixen
If you have a fun, playful brand and you're posting interesting content, no one with actual customer service concerns wants to hear a canned response. Click To Tweet“Develop a rapport with your clients on the executive level. You don’t want to end up being just a pair of hands that’s typing. That’s a waste of your time and theirs.” — @thebrandvixen
See you next week!
Influencer marketing is all the rage, but it’s also VERY EASY to botch the job. Based on our many B2B and B2C influencer campaigns, this tight eBook will save you from sadness.