how to deal with different users on social networks – WAU
There is an eternal debate about how much technology brings people together or moves them away. In the end, the internet only enhances behaviors that already existed, and brands need to deal with it. In social networks, which are among the environments in which freedom of expression dominates the web, this is even more […]
There is an eternal debate about how much technology brings people together or moves them away. In the end, the internet only enhances behaviors that already existed, and brands need to deal with it.
In social networks, which are among the environments in which freedom of expression dominates the web, this is even more evident.
There are dozens of different personalities, each with characteristics that make it easier or harder for brands that want to cultivate an engaged audience.
Now you will see everything you need to know about connecting with different users, from the most caring to the most feared haters, and be successful with all of them!
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The best and worst of social media – how to deal with people
Brazilians love social networks, so much so that we are among the countries with the strongest presence in these environments. For brands, this can be a true dream, or a terrible nightmare.
For example, anyone who accesses the Nubank profile on Twitter only sees love in the form of posts. On the other hand, who does not remember Tyler James Williams, protagonist of the famous series “Everybody Hates Chris”?
London fans made comments with references to the series for EVERY POST that the guy posted on social networks. Nobody can handle such a thing.
The secret of social networks is not to create good profile and cover images, to create videos, or anything like that. The secret is how to deal with people.
This sometimes requires qualities like:
- patience: soooo much patience;
- clarity: to explain things without giving rise to misinterpretations;
- authenticity: to draw public attention in the midst of so many distractions.
Meet the 12 types of social media users – and how to deal with each one
According to a survey by First Direct, there are 12 types of users of social networks. See how each of them behaves, and how to act to gain their trust:
These are reportedly addicted to social media, and are proud of it. Follow updates several times a day. The best way to attract Ultras is to always offer relevant content in different formats.
Just as a diver stays a long time away from the surface, this type of user stays days or even weeks away from social networks. To reach divers, the ideal is to republish the same content with moderate frequency.
In a state of permanent denial, this group is made up of people who do not admit to being controlled by social networks, but are anxious if they cannot access them as often as they are used to.
There is not much secrecy with deniers. Just follow the same line used with the Ultras (just don’t tell them that they are in the same boat as the first group, hehe).
They are the people who start conversations on social networks. They use status updates, Stories and even polls to socialize. They are a precious audience for any brand to cultivate a friendship.
Interact with questioners naturally, and create interesting discussions that they can contribute to.
They are the ones who are arriving now, taking their first steps using social networks. If your audience includes many people with this profile, reduce jargon and be didactic in publications.
Lurkers observe everything that others do, but rarely (in some cases, never) participate in discussions or make their own publications.
Dealing with lurkers involves taking care of what you post and respond, as they may not say anything on the net, but they form their own opinions and share them offline.
They are too afraid to give confidential information to strangers, so they create anonymous profiles. With that in mind, focus more on targeting interests and actions than demographics when investing in ads.
Like good peacocks, some users like to show off and be recognized. They have a high number of followers, likes and likes to be popular. Use all the influence and disposition of the peacocks by investing in user-generated content.
They adopt different personalities so that no one recognizes their real identity. This type of user may be involved in illegal activities, so watch out for warning signs if a potential replacement approaches your brand.
They want to be the first to share news, to gain credibility in their networks. So hope to have a lot of informants in your follower base and encourage the public to share your posts with others.
Personally, a love. Virtually a terror. This is how complainers can be described, haters who take advantage of the protection of the internet to release all their anger.
Don’t give them too much space, nothing is good and getting involved in discussions will only damage your brand.
12. Approval pursuers
They are restless until someone interacts with their publications, and they even update the page waiting for it.
Respond to all comments on your timeline and posts. If you have an approval tracker among them, you will feel valued and always interact with your content.
Master touch – how to turn a crisis into a success
Yes, it is possible to turn a potentially bad situation into a success. Many companies have already done this and the results of this reflect positively on the brand for a long time.
The opposite is also true. Several companies, when faced with a potential crisis, worsen the situation by shifting the focus, doing little to change the problem or not even responding to complaints.
How to turn the fury of a dissatisfied customer into a successful case? Follow the process below, and your chances of reversing difficult situations will greatly increase.
Listen to the problem and identify the intention
“Haters gonna hate, hate, hate, hate hate” – Taylor Swift
The phrase above, which translates to “Hatees will hate, hate, hate, hate, hate”, shows an indisputable truth: if the user’s goal is just to speak ill and cause turmoil, there is no point in spending a lot of time and energy formulating a response.
So-called internet trolls feed on attention. The best way to get them to leave your company alone is to ignore them and even delete your comments.
Therefore, the first thing you should do is listen carefully to the problem pointed out and identify the intention.
Whenever it is not a hater, but someone who is indignant with a certain reason (even if minimal), proceed to the next step.
Try to solve the problem, do not delegate the blame
Instead of pointing the blame at the customer or elsewhere, focus on solving the problem. The person is already frustrated, he doesn’t want to know whose fault it is, he just wants everything to be resolved.
If necessary, talk to professionals from other sectors and do your best to 1) solve the problem definitively and 2) not direct the person to another department, but close the case in your care.
If it is not possible to deliver the solution that the person expects, do not leave it empty-handed. Explain clearly the reasons for this, offer the second best option and reinforce a sincere apology.
If so, even consider some form of compensation, such as a partial or full refund of the amount she paid.
Think carefully about the response and approach
It is not uncommon to reverse a case of a dissatisfied customer just by the willingness, agility and friendly approach of the attendant.
So don’t just focus on delivering the right answers to the person, but also carefully consider how you’re going to do it.
Tact and empathy count a lot for the client to understand his position, and even recognize his limitations in dealing with the situation.
If he doesn’t think about how to speak, the attendant is at risk of doing everything he was asked to do and still receiving negative evaluations, both from the client who asked and from the people who followed the case in real time.
Be sincere, not political
This point is essential for those who want to do well in difficult situations on social networks.
Just as a shark smells blood in the water, users perceive indifference or politicking from miles away.
Can’t solve the problem? Do not lie or offer a solution that is only good for your company.
For example, offering discount coupons may convey the following message: “We made a mistake and we will not solve your problem. But buy it again with us, this can make up for some of your loss ”.
The best way is always to be sincere, polite and offer an alternative that is really good for the customer.
Learning how to deal with different users goes beyond discovering which personalities use social media. You will need empathy, patience and relevant content to gain your audience’s trust. Finally, put together a plan to deal with crises, and it will turn even haters into fans.
Dealing with different users is essential, but it is not everything you need to succeed in your strategy. it is essential to create a good customer experience towards your success! Understand how in our Customer Success material: