Are you monitoring your social messages? According to Sprout Social, 89% of social media messages to brands go ignored. We don’t think this makes very good business sense.
By definition, “social” media is supposed to involve two-way conversations between you and your customers. If you aren’t responding to your customers, you’re not only wasting your social media efforts, but you could also be harming your brand reputation at the same time. If you don’t have time for it, then you may need to hire someone else to do it.
Sprout Social claims that “the average response time for a brand to reply on social media to a user is 10 hours.” But guess what? “The average user will only wait 4 hours.”
Social media is not a “set it and forget it” activity. It requires a modicum of effort on your part to prove there are humans behind your brand. If you’re not paying attention to the people trying engage with your brand, you’re simply not doing it right.