Social media is the best way to reach customers and advertise for (almost) free. Social media marketing, for example, is an essential component of any modern advertising campaign. However, only a few companies consider social media beyond its marketing value. Not many pay attention to the fact that social media is an excellent platform for building relationships with customers and creating brand loyalty. On the long term, loyalty and customer relations are what matters for steady business. Keeping that in mind, here’s how to use your company social media profiles to hold on to your customers:
1. Respond to customer posts in real time
Customers are less likely to call a service hotline than to post questions and comments on social media platforms like Facebook and Twitter. Some of these will praise your products, others will be frustrated rants. Either way, a sales rep should respond to these posts in a timely manner, ideally between 8 to 24 hours. The faster the response, the better the outcome. Engaging with your customers in real time will allow you to reach them in a social context and retain them for years to come.
2. Hire brand ambassadors
Engaging with customers on platforms like Facebook, and learning about their interests and hobbies will create a sense of online friendship between your product and the customer. For this, hire an ace team of brand ambassadors to connect with customers on social media. Aim to create a warm, personal relationship with your customers, rather than a dismissible, professional one.
3. Emulate the tone of your audience
The particular audience for your product will have a certain type of voice they prefer when engaging online. The usual sales jargon will not work with modern customers who are extremely familiar with these. Learn to adopt a tone for your search engine optimization and social media profiles that can reach out to these customers as a peer, rather than an overeager marketer.
4. Schedule to post on time
Sometimes it’s not possible to post in real time, such as on weekends and business holidays. To avoid neglecting posting on these days, when customers can be more engaged than other times, automatically schedule posts using online tools like Buffer, which can publish your pre-written social media posts on a given time and date.
5. Use alerts to know what your customers are interested in
The best way to engage with customers is to know what interests them at the moment. You can use services like Google Alerts, Topsy and Hootsuite to learn what topics are trending relating to your product and location. You can then join in the conversation in a relevant manner. You can use the same tools to monitor your brand name.
6. Get a unique username
The social media username for your company should make you easy to find across all platforms. It should also be unique enough so customers don’t confuse you with other products. You can use name checking websites like Namechk to see in advance if the profile name you choose is awfully similar to others in use.
7. Tailor posts to suit different social media sites
The same post will not work similarly on Facebook and Instagram. A user on Twitter expects different kind of content than a user on Tumblr. Therefore, it’s counterproductive to post the exact same material on all your social media profiles. Understand what users on different social media sites want, and accordingly create platform-specific content.