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Your Social Media Holiday Survival Kit
Keep your cool while managing chaos and crushing it.
Kendall Dickieson
November 27, 2024
howdy all! happy wednesday and happy (almost) thanksgiving to you. writing this at 1:41AM (if there are typos, you know why) right now after wrapping up a social strategy deck, finishing some audits, blasting the new kendrick, and deciding to drink coffee at 9PM so i’m wired.
i’m quite tired after a very hectic week, but i can’t leave you guys hanging without an edition.
(btw timely quick note, but i’ve had a few folks ask about one-off consulting calls for social and influencer marketing whether it’s just chatting in general or about an upcoming launch or campaign as we head into the new year. if you need someone to run some things by, just holler at me right here on mentorpass.)
i think this week’s will finally be under 2,000 words - nice.
today, I’m sharing some practical, actionable tips to help you stay on top of your social game during this hectic holiday season. whether it’s customer service, community management, or content, I’ve got you covered. Your social media presence isn’t only just about deals right now—it’s your front-row seat to what your customers are going through.
And hey, if you’ve got questions along the way, you know I’m always just a reply away!
BUT, BEFORE WE GET INTO IT…
Today's newsletter is brought to you by a company I probably have not shut up about if you have spoken with me in the last six months. It's the company that has been a critical player in helping clients of mine, such as Graza, get into the hands of creators and produce over 130+ million organic (!!) views across TikTok, Instagram, and YouTube.
With that said, this newsletter is brought to you by my mastermind friends at AdFairy!
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The holidays can be pure chaos for online brands—shipping cutoffs, unexpected delays, an avalanche of social media inquiries, and a customer service inbox that’s bursting at the seams. But with a little prep and a lot of empathy, your social team can handle it like pros.
In 2024, social media is where customers go first to rave about their experience—or vent their frustrations. So, it’s not just about showcasing your holiday promos or creators hyping their faves from your site. Your social channels also double as your first line of customer service.
Here’s how to get ahead and make social your superpower this season:
When customers have questions about deals, shipping, or issues, they head to your DMs before they’ll even think about emailing. That means your social team needs to be on it.
Pro Tip: Assign a rotating team to respond quickly. Speedy, helpful replies show customers you value their time—and turn curiosity into conversions and conversations! I recommend hiring a few temporary CX agents or having folks from the broader marketing team kind of do a social shift to see what it’s like.
Also, patience is key. You’ll be answering the same questions a lot. Be cool, and remember: just because you know the answers doesn’t mean your audience does.
2. High Emotions, High Stakes
The holidays bring out the best and worst in people. Excitement over deals can turn into frustration over delays or checkout issues in seconds.
Stay calm, empathetic, and proactive. Use tools like Instagram’s saved replies or shortcuts on your phone for:
Shipping delays or timelines
Out-of-stock updates
Where you ship (and where you don’t)
Escalating tricky order issues with a clear email or CX agent
Having a customer service rep in your account who can handle order numbers directly? Game-changer. Your time is best spent tending to all the folks in your DM’s, not in Shopify trying to search e-mails, phone numbers, etc.
3. Public Responses Build (or Break) Trust
Every response you post is on display for everyone. Thoughtful, timely replies build credibility, while slow or dismissive ones can tank your brand’s reputation.
I get it—it’s exhausting to keep up during the holidays. But trust me, answering quickly and honestly is worth it. (I’ve lived through customers tagging influencers and review pages to complain about delayed products, and it’s a nightmare you don’t want.)
Pro Tip: Turn FAQs into content!
Seeing the same question 50 times? Post a Story sequence or Reel.
Have repeat issues with new orders? Make a “How-To” post if they don’t know how to set something up correctly or people are having the same issues.
This not only saves time but reassures customers they’re being heard.
I’ll always tell you social shouldn’t be your #1 sales channel, but during the holidays? It can pack a punch.
People are ready to shop: every scroll is gift guides and sale announcements. Be prepared to:
Answer questions about stock ASAP (and add urgency when needed).
Work with your team to speed up shipping if possible if we know it’s a one-off here and there.
Go the extra mile to make their holiday experience seamless.
Social is more than just your creative flex this season—it’s a direct line to boosting sales.
5. Turn Challenges Into Wins
Mistakes happen—sites crash, items sell out, shipments get delayed. While you can’t control everything, you can control how your brand responds.
Proactively addressing issues on social helps manage the narrative. Don’t wait for complaints to pile up—get ahead of them.
TL;DR: Crush It This Season
Prepare Early:
Hire extra hands for CX and social if you need them.
Create templates for common questions (but personalize when needed).
Be Proactive:
Use pinned posts, Stories, and Highlights to share FAQs.
Keep customers updated on shipping deadlines and any hiccups.
Stay Human:
Acknowledge frustrations and thank customers for their patience.
Leverage Tools:
Use saved replies, social listening, and sentiment tracking to work smarter, not harder.
Remember, holiday social isn’t just about driving sales—it’s about showing up for your audience, building trust, and turning stressful moments into opportunities to shine.
AHEAD OF THE TREND: A quick, snappy ode to the fun things I am seeing online across creators, social and brands. Sometimes, it’s a trend. Sometimes, it’s just a tip I want to share when it comes to marketing. TLDR; it’s just things that are cool.
Influencer/Account of the Week: @girlscarryingshit. Just a reminder that content doesn’t need to be fancy to work well. Just be relatable and a human being.
Product of the Week: Nelle Atelier! If you’re a short gal like me (5’3 ¾ on a good day), let me introduce you to your new fave jean. Nelle is denim specifically made for petite women and when I tell you they fit perfectly, i mean it. I picked up a pair of the Claire jeans over the summer at a pop-up and have lived in them and that’s coming from someone who really doesn’t like wearing jeans.
Post of the Week: I thought that Crown Affair crushed their sale creative this year. I am just a sucker for a continuous scroll tbh as seen here. BTW if you have curly hair, treat yourself to their mousse and thank me later.
THAT’S A WRAP
It’s currently 7:00am and I just woke up and rolled over to make sure this gets finished in time. I love writing these so I appreciate if you take the time to read all the way down here. While you’re here, let me know what your favorite thanksgiving side is. Mine is sweet potato casserole with marshmallows. Haters gunna hate.
As always, if you know anyone who wants to learn about social media/influencer marketing, or just wants to have a fun newsletter in their inbox, it would mean the absolute world to me if you shared the link below with them to join or forward this email ❤️
Until next week! Stay safe from all the “WE NEVER DO THIS!” sales emails. Talk to you soon.
-KD
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