3 Ways to Use Social Media to Build Customer Relationships
Social media is an excellent tool for marketing your company. But you can take it a step further by building relationships with your customers. Here’s how.
Let Them Know You’re Listening
A lot of times, many brands are interested in using social media to get something out of their customers. And it can be frustrating for people to feel like their voice isn’t being heard. If you listen to what people are asking on social media, then you can actually use their suggestions to improve your company and deliver a product or service that better suits the needs of your customers. And through social media listening, you can collect important information such as keywords that will help you generate social media content that directly responds to your followers. Sometimes, letting people know that your company cares about what they have to say is more effective than the best advertising campaign.
Stay on Top of Responding
A speedy response goes hand in hand with listening to your audience. The internet is a place of instant gratification, and people become easily frustrated if they have to wait long for a response. Even if you go thirty minutes without replying to a tweet or direct message, you could risk losing a customer or getting bad comments. On the topic of negative feedback, the best way to handle it is to let the person know that you hear their concern. While a lot of negative comments may seem unnecessarily harsh, there are also people who want to point out issues in a way that will show how you can help. By responding to all types of comments and questions, you’ll let your audience know that you embrace their opinion and are willing to have an open dialogue.
Remember to Be Human
Most people are naturally more suspicious and skeptical on the internet; they’re not convinced by bots and auto-replies. It’s so important to let your social media audience know that they’re dealing with real people when they interact with your company online. One way to do this is by personalizing your social media conversations. Address the person by their name, on their profile, and use a friendly, informal tone. To be fair, it’s not always possible to respond to every single tweet. Bots aren’t terrible because they can take care of the response time, but make sure that you’re ready to follow up later. It’s important to let your customer know that you’re always available, even after the problem is resolved.
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