Social media scheduling tools are great.
You can plan a whole campaign in one day, and make adjustments when needed. It's like you never need to check the actual accounts. Then, you noticed you're losing a few followers, even though you're posts are getting shared, liked, and commented on. These few lost followers might not seem like much, but maybe you need to think about checking your notifications on the accounts. In fact, Microsoft reported that 74% of millennials perception improves for a company when they get a response through social media.
As a one-person marketing team, I understand being pressed for time. Certain things take priority. Especially in a service industry, social media needs to start being one of them. Although I've used Hootsuite and currently use Buffer, I still make it appoint to check each channel individually. I look for comments, private messages, sharing, and even likes. It never takes long, so I check 2-3 times a day. Giving the time to say "thanks for sharing!" or replying to a comment helps continue to build on your high-quality customer service. Although I never directly work with the customers, I want to make sure that they know they can reach the company whether it's in a phone call or private message.
One pet peeve I have as a consumer, who is also a marketing professional, is when a company asks you to tag them or use a special hashtag for a promotion or campaign then does nothing with it. If you ask your followers to do something specific and they take time to do it, please acknowledge them for it! A quick like or comment could mean the difference between brand loyalty or changing their perspective of your company.
Keep the engagement going - after all, it is called "social" media so be social! Think of it as one more outlet for customer service, positively advancing your customers' experience with your company and building a great reputation.
Don't have time to schedule and monitor your business social media accounts? Let's chat!