How To Use Social Media to Grow Customer Relationships
“Do the one thing you think you cannot do. Fail at it. Try again. Do better the second time. The only people who never tumble are those who never mount the high wire. This is your moment. Own it.” - Oprah Winfrey
Build Your Brand Reputation
How your brand is perceived online will influence the behaviour of visitors to your website.
Studies have shown that positive interaction with a company via social media significantly impacts purchase decisions. A genuine two way communication between company and consumer enhances conversion and serves to build long term loyalty.
In our age of the internet, people still place high value on personal service and one to one attention.
Social media is the ideal channel to broaden your reach and strengthen the delivery of your customer service.
Here are 4 top ways to build customer relationships with social media.
1. Engage Your Customers
Interaction with your social media followers needs to be more impactful and personal than generic responses to inquires or feedback.
If a customer is taking the time to post on your business profile, take the time to reply. Even a small reply of thanks will have a genuine impact and establishes a connection. Remember also that you are not just affecting that one consumer. Anyone who is viewing your social profile is taking notes about how you interact with people.
Aim to provide world class communication - and convert your visitors into buyers.
2. Respond to Feedback
Don't just post replies to positive feedback - jump in and take a proactive approach if occasional poor feedback shows up. These types of feedback might sting, but if you can reply professionally and offer the consumer the opportunity to either talk directly with you, or to follow up with them and resolve the issue, it shows you are taking immediate interest in their problem and doing everything possible to fix it. If a consumer retweets one of your messages, take the time to thank them for doing that. It will encourage them to continue this in the future.
3. Encourage Interaction
If followers on your social media profile are posting helpful content for other users, be sure to thank them. Take the time to repost their messages across your other social platforms. If you receive comments, immediately follow up with a reply or like the post. If there is a conversation taking place, jump right in and offer some advice, tips, or helpful techniques to assist.
Keep your finger on the pulse of your social pages. Your active involvement ensures visitors will view you as a trusted expert who is there when they need you.
4. Just Have Fun
Social media is all about people being social and having fun.
Take time each week to post images, personal updates or even humorous information related to your niche. Let your audience know more about you. Many of your consumers are not used to interacting with the owner of a company, so let them know you are approachable and understanding.
Taking the time to just brighten someone’s day can have far reaching effects - in the future, when they are ready to buy.
ARE YOUR SOCIAL CHANNELS WORKING FOR YOU?
At Roundhouse, we understand the importance of connecting with your audience via social media. We have a complete range of social media services and management to assist your customer service and outreach campaigns. Our talented team of experts works closely with you to create precisely what you need.
Get started now. Contact us here.
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