Social media as a customer service experience
Use your social media as an extension of your customer service experience by keeping up to date on comments and engagement.
This post from Aldi was a brilliant opportunity for fun engagement with the brand, and their customers lapped it up. With an enormous audience though, Aldi have come to expect the rough with the smooth, and customer complaints, issues and queries can fill up the comments section just as quickly.
Never ones to shirk their social (media) responsibilities, Aldi’s social team rolled up their sleeves and got stuck in. This lets their customers know that they have a voice, and are being seen and heard by the brand.
If you've got a product you know people will love and be desperate to get their paws on; make sure your social media content is just as appealing. Keep an eye on your comments and be proactive with your responses.