Two-Way Social Media Conversations

EMS CRM social media communications

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Social media: the very name itself implies a two-way conversation. For the last decade or more, social media has been an important component of nearly every successful business’s communication strategy. It may seem simple on the surface; just talk about your brand or product and answer questions from your audience, right? Sure, you could do that, but if that’s the depth of your social media strategy, you’re squandering the incredible opportunity that social media presents.

Two-Way Social Media Conversations

Conversations over sales pitches

Of course, the main reason for establishing social media for your brand is to support your bottom line- for most companies, that means increasing sales. The problem is that today’s consumers are savvy; they can smell a sales pitch from a mile away, and many of us aren’t on social media to be sold to (although there is data that reflects an increase in social shopping). Your followers don’t want to be bombarded by promotions or product pushes. They’re there to have a conversation and learn more about your brand. A good rule of thumb is the 80/20% rule: at least 80% of your content should be about adding value for your customers in some way. Having a conversation, answering frequently asked questions, sharing relevant articles, or even posting entertaining (yet relevant) material.

People enjoy doing businesses with brands they know, like, and trust. Your social media platforms should support that effort.

Humanize your brand

Your social media platforms are another appendage of your brand, and should be treated as such- even down to the way you “speak.” Your social media is your chance to bring your brand to life- how does your brand look? Does your brand have a sense of humor? What is your brand’s style? If you were to picture your brand as a person, what do you see?

Nobody wants to do business with a robot. Social media gives you the chance to show the human side of your brand. Is there a charity or cause that is close to your brand’s heart? Perhaps you’ve built incredible morale among your workers by instating Tacky Tie Tuesday or break room BINGO- whatever it is that sets your brand apart and makes it human, your followers want to see it.

Receive unfiltered feedback

Social media is one of the easiest ways to get feedback from your audience. If you’ve already built a solid foundation for 2-way conversations on your social media platforms, it’s incredibly easy to ask your audience a question and receive their feedback.

Of course, you can find more candid feedback too. We love talking about the brands we interact with- whether it means sharing positive experiences or negative. There’s a good chance your customers are talking about your brand online already- wouldn’t you like to be part of the conversation?

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