Let’s get social!
Whether we like Christmas or not, it’s one of the most social times of the year.
It’s party time. Work parties, night’s out with friends, customer get-togethers, the obligatory catch up and egg nog with Grandma and Auntie Mabel…. Yes, come December, it’s time to get social with those we love, hate and merely tolerate.
Of course, this is 2017 and if you really want to get social, you don’t actually even need to leave the house!
Obviously, we don’t recommend that. Well, not unless you want to add therapy to your list of New Year’s Resolutions.
But if you want your business to flourish in 2018, you do need to spend time focusing on your behind the scenes social activity.
The question is, how can you deliver the user experience that your customers want on social media?
There’s an article doing the rounds online as to which Twitter posts got the most retweets during this year, so we thought we ought to share some insights as to the things people say that get others talking (and sharing!)
To be quite honest, the first one nearly made us ditch the thought that it would be an interesting topic to look into.
A request for free chicken nuggets?! Really?! Yes, that was our reaction too.
But it’s true. 3.6 million people in the UK retweeted an American football player’s post asking fast-food chain Wendy’s how many retweets he would need to get free chicken nuggets for the year.
He didn’t meet the extortionate goal they set (18 million) but he got his free nuggets all the same, and overtook TV host Ellen DeGeneres as the owner of the most retweeted tweet.
Personally, I don’t see the appeal. For starters, I wouldn’t know the name of any American football players and wouldn’t choose to follow any of them on Twitter even if I did.
Secondly, why does someone who earns a fortune throwing a funny shaped bag of wind around need fast-food freebies? In my opinion, it would have been far more poignant if he’d been asking for free nuggets for the homeless.
But, clearly, what do I know?!
Other tweets that made the top ten for their number of retweets made more sense to me and likely proved popular because of the emotive user experience they brought to tweeters.
Ariana Grande got over a million retweets in response to her expression of sorrow and grief over the Manchester terrorist attack at her concert.
Premier league football player Jermain Defoe hit the list at number three with nearly a quarter of a million retweets as he paid tribute to young footie fan Bradley Lowery who died after battling a rare form of cancer.
Barrack Obama, with a message of equality, former footballer Andy Johnson, with a post trying to end the stigma attached to mental health, PC Dave Wise’s effort to raise awareness for suicide prevention, Fiona J’s bid to raise awareness for breast cancer and Peter Crouch’s post about the importance of spending time with family all made the top ten too.
Ok, so all these tweeters – with the exception of Fiona J – are well-known, famous people. And let’s face it, the average small or medium sized business is unlikely to ever be able to compete with the big guns.
Tweet what matters
But that doesn’t matter. What does matter is that you make an impact in your circles so that you offer a positive user experience and get retweets, likes and upbeat customer comments from the people that matter to you: your consumers.
And if you look beyond the fame and fortune of those who are often retweeted, other than the couple of funnies that make the top ten, there is a common theme. All of the most retweeted social media posts have one thing in common: they show that the tweeter cares.
They express tenderness and empathy and no matter how famous the tweeter, it puts them on more of a level with the average tweeter and makes them seen more human.
And the same can work for businesses. Yes, of course it’s also important to remember to keep it short, use relevant hashtags and incorporate visuals.
But it’s also important to remember that you want your customers to have an emotive user experience when interacting with your company on social media, so it is important to ensure that you provoke either thought or a response.
Even though you’re a company, you need to be human. You need to engage with users, whether they have had a positive customer experience or not.
Your tweets should be accessible and coherent, with a purpose. Don’t just tweet for the sake of it You need to make sure you are true to your brand voice – in your own tweets and retweets – because you are reflecting your brand purpose and values in anything you say and do.
Show your organisation’s sensibility and character and think about how you want to be perceived.
Of course, before you go out there with sob stories and telling people that you are going to save the whales one ocean at a time, you need to make sure you know exactly what your audience wants.
That’s where we come in. As a user experience agency, at The Monachie Project we can carry out an in-depth analysis as to exactly what it is that makes your customers tick, so that we can help you deliver what they need to help secure their customer loyalty.
So, get in touch and who knows, next year you may be losing count of your retweets.