Your customers are less and less likely to pick up the phone to get in touch with you. That can be a hard concept for business owners to wrap their heads around, but it's true.
Customers are reaching out to businesses via email, Twitter, and Facebook posts and/or messages more and more. Are you responding to them?
Here are 4 ways to improve your customers’ experience with social media.
#1: Show Your Gratitude
Don't automatically assume every time your company/product gets mentioned on Twitter or tagged on Facebook that it's a bad thing. Many times it's just a happy customer showcasing your product. Take the time to respond by thanking them for their support.
#2: Ask for Your Fans’ Opinions
A colleague of mine recently did this with a restaurant client. Facebook fans voted on one component of a sandwich every day for a week and built the special sandwich of a month. PS - It sounded amazing. Crowdsourcing FTW!
#3: Integrate Feedback
As you're listening to your customers, take note of how they're using your product. You can change your marketing strategy to fit.
#4: Solve Issues Promptly
Grease that squeaky wheel. Through your listening campaigns, respond quickly and professionally to complaints on social media. This doesn't mean that then entirety of the solution needs to play out in public online. Redirect that unhappy customer to an alternate communication channel (phone or email) publicly so it's seen that you're taking care of it, but leave the nuts and bolts of the problem in private communication between your representative and the customer.
If all of this overwhelms you, The Social Smith is here to help. Get in touch via email at firstname.lastname@example.org for more information.