Theft or Opportunism? The Do’s and Don’ts of Social Poaching
Protecting Your Customers
- The best way to avoid having your customers poached is to cultivate and maintain brand loyalty. Remember that your customers can’t be taken; they can only willingly leave. Happy customers won’t be swayed by a competitor if you’re truly meeting their needs, living up to your promises, and exceeding their expectations.
- Create a great customer experience each and every time, whether your customer has 1.13 million followers or just 13. Integrating your marketing department with your customer service reps is one way to ensure you’re delivering a quality product from start to finish.
- Monitor your channels 24/7 for mentions, and respond quickly to any complaints in a professional, personal way—privately, if possible. This process should take minutes, not hours. Time is money, and every minute you wait is a minute a competitor could jump in!
- You should recognize your competitors and take active steps to keep them from freely participating in your social feeds. You can remove them from your Facebook page, ban them from interacting with you, or block them on Twitter.
- If you’re going to attempt social poaching, do it well and ensure that you can deliver on your promises. Otherwise, you run the risk of having your new customer take to the Internet once again, opening you up to being poached from yourself. Hey, every brand for itself, right?