Stay In Contact with Customers on Social Media
This article was published on September 12, 2015
Categorized in: Social Media
Customers are essential elements for the success of any business; therefore, it is critical to retain and build customer trust through social media marketing. Social media can help you connect with current customers when they’re ready to do business with you—as well as attract new ones.
Social media marketing is an integral part of many businesses’ overall internet marketing strategies because most consumers research products and services on the web before purchasing. By staying in touch with your clientele, you will not only advertise your new products and services but also learn about any complaints that may exist so that you can better serve others.
Through social media platforms, you will be able to offer immediate assistance if needed. Furthermore, this allows you to get to know the type of people visiting your website, which can help you tailor your services accordingly. You should use social channels to communicate the value you bring to clients and potential clients.
Ways Businesses Can Stay in Touch with Customers on Social Media
1. Post Content Regularly
A company that posts regularly on all social media sites will keep its audience updated on what’s going on in their world. When people see a post published by a brand, whether via Facebook, Twitter, Instagram, LinkedIn, etc., it shows them that the company takes time out of its day to communicate with them. This keeps fans interested in what’s happening within the organization and makes them more likely to support the brand’s initiatives.
The content can be a description of how the product works or other features that have been added to the item. Sometimes businesses create videos discussing these updates. If the business engages in e-mail conversations with its followers, make sure that those messages include links to where the follower can view the update. Also, if the company is offering flash sales or discounts on certain items, let fans know about these deals through a short announcement posted on social media.
2. Reply To Complains Promptly
If there is a complaint about a particular aspect of a product or service offered by the company, the best way to handle it is by replying directly to the person who has expressed concern. Not only does this show that you care about what potential clients think, it lets the consumer know that other people share the same opinion as they do about the firm’s practices.
If possible, try to follow up with this consumer later to thank them for bringing the issue to light. This personal touch increases the chances of future purchases from the consumer while boosting the brand’s credibility. Also, when a client gets immediate feedback, they feel valued, which further boosts the relationship between the two parties.
3. Go Live on Facebook or Instagram
Many companies choose to go live on Facebook or Instagram because these pages are already populated with customers. Having a presence on these sites means that consumers already trust the brand enough to give it their attention on social media. Go live whenever a major event occurs and announce it immediately. Be sure to provide details about the event, including its start and end times.
Another good idea would be to take questions from fans about what’s going on within the company. People enjoy reading responses to their inquiries, so don’t forget to return customer e-mails promptly when necessary. Finally, ask followers to like the company’s page to increase engagement rates and strengthen your connection with them.
4. Create Video Content for Your Company’s YouTube and TikTok Accounts
The online video craze continues to grow. More and more brands are creating their own videos to educate prospects and boost interest in their products. Creating videos yourself allows you to speak about issues about your industry without having to pay someone else to do it for you. Videos also allow you to showcase new features and functionality found on your product, which helps to improve customer satisfaction levels. You may need to hire an agency or production team to help you with this process, but once you’ve recorded the content, it’s not too difficult to upload it to these popular platforms.
5. Create an Online Community
One of the most effective ways to reach consumers on social media is by creating an online community. Many companies now have communities set up specifically for their products or services. These groups are beneficial as members feel connected to the brand since they’re part of something bigger than themselves.
There are many benefits to running a group, one of the most important being that it provides exposure for the firm’s website. It should be noted that there are still some rules regarding how much information fans can post within a given space. Take note if a member breaks any guidelines and act accordingly by deleting or reporting the inappropriate material.
Staying in touch with customers via social media is extremely valuable, especially in today’s business climate, where more people are turning to technology to obtain information. The more engaged your company appears on social media, the better chance there is of sales occurring. Make good use of these tips and watch your followers grow!
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About the Author: Brick Marketing President, Nick Stamoulis
Nick Stamoulis is a digital marketing expert and President of Brick Marketing. With 25+ years experience, he specializes in solving complex digital marketing challenges through SEO, content marketing, social media, PPC, email marketing, SEO for AI (GEO) and conversion optimization.
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