With the growth of social media, companies and brands have been exploring various options for interacting with potential customers, leads and customers in the best possible way. And thankfully, social media marketing seems to have provided the perfect platform for achieving this goal.
Social media plays a crucial role in assisting companies with their marketing objectives. Based on a poll that was carried out by HubSpot, over 60% of companies using social media marketing got more leads compared to when they were banking on traditional marketing methods. However, a company needs more than just setting up an account and posting updates if they want to maximize the use of such platforms.
You need to view your customers as part of a special community.
Think of interacting with customers as trying to help them solve their challenges. This could be in the form of merely proffering answers to their questions. There are a couple of benefits attached to offering a quick response to your customers on social media platforms.
Connecting you to your customers on a human level
You must understand that your customers or leads or prospects are all humans. You need to interact with them as such. As opposed to a one-sided conversation where a company is only fond of posting updates about their products without acknowledging people who are at the other end. In the case of a two-way conversation, the company speaks and equally listens to what its customers/followers have to say. That way, they can relate directly to the needs of their customers.
Social media posts
Marketing experts advise that 80% of every company’s post on social platforms should be focused on brand-building and adding value. In other words, most of your posts should be customer-focused and not on promoting your services or products.
You can spice up your efforts by sharing things that are not directly related to your products or services. Your goal should be to inform customers with whatever they need to know.
Engaging in conversations is a way to prove that you are not a cold-hearted organization that is disconnected from its customers. This shows that you have your consumers in mind. Moreover, that you are listening to their every need and making efforts to improve.
Gain Candid and Valuable Insights
Whatever products or services you specialize in, you will find out that when you monitor your social media account, gathering information about your customers becomes much easier.
People post a lot of stuff on social media. Sometimes these posts describe more than just their day-to-day experiences. They also talk about personalities, brands, products, and businesses.
Regardless of a negative or positive comment, engaging in a two-way conversation is the fastest way to get feedback. That is why companies are extending their customer service to social media. This can help them improve their products or services based on the information gathered from customers.
Social customer service
A recent survey that was carried out by CX Social, indicated that more than 67% of companies say that social customer service is the most effective short-term solution to a customer contact center. The report also stated that companies that engage in improving their customer services on social media platforms experience an increase of up to 35% in key metrics such as up-sell, product recommendation to others, and the likelihood of purchasing the product again.
Fast and nice responses to every comment that is made on social media regarding you product or service can be an intimidating task. Considering the benefits it offers, you could say it’s worth all the time. Whatever is worth doing is worth doing well!
Take out time to improve the way you interact with your customers on social media. After, you can sit back and watch your business grow.