Melissa Fach's Strategy to avoid Social Tragedy

If you’re going to run social media for a brand, what’s the most critical thing for you to know? According to Melissa Fach, it’s absolutely essential to find out the brand’s core values first!

In this blast from the past episode of the Social PR Secrets Podcast, Lisa Buyer sits down with social media expert Melissa Fach to get her advice on how to navigate public interaction as the face of a company via social platforms. If you’re looking to improve a brand’s image, or simply avoid tanking it, Melissa is the person you turn to. Melissa is a social savat. She handled the community for Moz, Pubcon and AuthorityLabs for years. She is now the US blog editor of SEMrush and the founder of SEO Aware, a consulting agency.

In this episode, Melissa and Lisa discuss the importance of promptness when interacting with your customers via social media, why customer service online is even more delicate than face-to-face interactions, why a brand’s values are so imperative to their social media success and tips to avoid making viral mishaps. Melissa reveals her tips for dealing with angry customers. How should you deal with trolls? How can you help the people lobbing criticism via furious tweets? Listen to this episode to learn Melissa’s guide to ensuring every customer walks away from an interaction feeling positive about your brand!

 “The big thing is if you answer the wrong way or offend the wrong person you can actually take down a company ” - Melissa Fach

Some topics discussed in this episode include:

Why answering customers immediately is essential
Melissa’s position at Moz
The importance of a brand’s core values
TAGFEE
Why there’s no longer room for excuses in customer service
How Melissa’s education in psychology helps her work
How to avoid Twitter catastrophes
Melissa’s tips for dealing with angry customers
Advice for those entering the social media field

Contact Melissa Fach:

http://melissafach.com
Melissa’s Twitter
Melissa’s Instagram
Melissa’s LinkedIn
Melissa’s Facebook
Melissa’s personality Pinterest

More from Melissa:

Melissa’s company - SEO Aware
Melissa’s consulting services
Corporate training
Melissa’s blog

References and links mentioned:

Moz
Twitter
Wordpress
Google Hangouts

Subscribe to & Review Social PR Secrets Podcast

Thanks for tuning into this week’s episode of the Social PR Secrets podcast by Lisa Buyer.  If the information in this show’s interview inspired you in your business or life journey, feel free to head over to iTunes, subsc

If you’re going to run social media for a brand, what’s the most critical thing for you to know? According to Melissa Fach, it’s absolutely essential to find out the brand’s core values first!

In this blast from the past episode of the Social PR Secrets Podcast, Lisa Buyer sits down with social media expert Melissa Fach to get her advice on how to navigate public interaction as the face of a company via social platforms. If you’re looking to improve a brand’s image, or simply avoid tanking it, Melissa is the person you turn to. Melissa is a social savat. She handled the community for Moz, Pubcon and AuthorityLabs for years. She is now the US blog editor of SEMrush and the founder of SEO Aware, a consulting agency.

In this episode, Melissa and Lisa discuss the importance of promptness when interacting with your customers via social media, why customer service online is even more delicate than face-to-face interactions, why a brand’s values are so imperative to their social media success and tips to avoid making viral mishaps. Melissa reveals her tips for dealing with angry customers. How should you deal with trolls? How can you help the people lobbing criticism via furious tweets? Listen to this episode to learn Melissa’s guide to ensuring every customer walks away from an interaction feeling positive about your brand!

 “The big thing is if you answer the wrong way or offend the wrong person you can actually take down a company ” - Melissa Fach

Some topics discussed in this episode include:

Why answering customers immediately is essential
Melissa’s position at Moz
The importance of a brand’s core values
TAGFEE
Why there’s no longer room for excuses in customer service
How Melissa’s education in psychology helps her work
How to avoid Twitter catastrophes
Melissa’s tips for dealing with angry customers
Advice for those entering the social media field

Contact Melissa Fach:

http://melissafach.com
Melissa’s Twitter
Melissa’s Instagram
Melissa’s LinkedIn
Melissa’s Facebook
Melissa’s personality Pinterest

More from Melissa:

Melissa’s company - SEO Aware
Melissa’s consulting services
Corporate training
Melissa’s blog

References and links mentioned:

Moz
Twitter
Wordpress
Google Hangouts

Subscribe to & Review Social PR Secrets Podcast

Thanks for tuning into this week’s episode of the Social PR Secrets podcast by Lisa Buyer.  If the information in this show’s interview inspired you in your business or life journey, feel free to head over to iTunes, subscribe to the show, and leave us an honest review. Your feedback helps us continue to not only deliver actionable, relevant, helpful content, it will also help us reach even more amazing entrepreneurs, disruptors, and rockstars just like you!