What is a Positive Social Mention?

A positive mention on social media is any comment from someone who expresses satisfaction or happiness with your products, services, or brand. Like negative or neutral mentions, you should always respond to positive mentions as they are opportunities to increase customer satisfaction even more and be seen positively by the network of people connected with that consumer. 

This comment is a positive mention in that the consumer is expressing their love of this beer. 

Positive mentions are great sources for understanding the health of your brand in the court of public opinion. As the stage of social media continues to grow, consider the various social channels as places for your customer service to publicly shine. 

Why is it Important to React to Positive Feedback? 

Just because a customer has posted their enjoyment with your products or services on social media doesn't mean your job is done. Every interaction concerning your brand is an opportunity that you should capitalize on. These opportunities include:

  • Increased brand awareness
  • Case studies or testimonials
  • Guest blogs
  • More brand reviews 

Furthermore, being actively present among positive mentions ensures that others who are networked with the consumer are witnessing your great brand in action. It helps reinforce an already positive review by illustrating your brands ability to react in a timely and positive manner. 

Any unusual spikes in positive mentions can also be from users that are circulating their great experience with your brand, in which case you should step in and say "thank you" as the exposure of their mention will be seen by large amounts of people. 

Also, tracking a competitors positive mentions can let you see what customers liked about their experiences with that brand and you can implement some strategies based on their positive feedback. 

How to Respond to Positive Mentions

There are more than a few ways you can respond to positive mentions that can do a variety of things for your business. 

Rule #1: Say "Thank You"

Even something as simple as a thank you and a short message expressing your gratitude can go a long way. People like to feel validated, whether their comment was positive or negative, so acknowledging your customers' experience with your business with a simple thank you is a great way to do that. 

Rule #2: Encourage Happy Customers and Others to Come Back

It's no secret that positive mentions can be good outlets to add a little bit of marketing to the mix. Stating your brand name and a few keywords in a review from places like Yelp or Tripadvisor can be great ways to add some SEO value to the post. Mentioning upcoming deals and discounts can also be a great way to convince people to return. 

Rule #3: Respond Immediately

Showing that you respond just as quickly to positive mentions as negative mentions casts your business in a positive light. Consumers can see that you stay up-to-date with every interaction and this can go a long way to showing them that you take all feedback, positive or negative, seriously. 

How to Monitor Positive Mentions

Using Unamo Social Media, you can monitor all of the positive mentions in real time. Time is a crucial component to maintaining a positive persona online, so reacting to all mentions as quickly as possible is a great way to show just how efficient your brand can be. You can do this by turning on "Alerts" in Unamo Social so that you get notified every time a mention is picked up in the application.

You can also "Compare" your topics or different dates for the same ones to see how the positive sentiment is different between the two and adjust your current strategy to fit one that was performing better in the past. Check the sentiment in the "Overview" section for each social channel and implement the strategies for the ones with more positive mentions on the channels with less.

Even though the brand is the one receiving praise, it is your responsibility to remember to put the customer first. Ensure that you are just as timely in responding to positive mentions as negative ones and treat each positive mention as a treasure that doesn't go unnoticed. 

On social media, you have to assume that everyone is watching; thus, you should treat eat social media channel as a platform to showcase your awesome customer service skills. 

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