Social media is a crucial touch-point in building customer relationships these days. Customer experience has become the topmost priority now. It has been observed that consumers expect brands to respond to their queries on social media in the quickest possible time.
Most people believe in social power to connect communities and they are most likely to buy from a brand which they feel connected to on social media. These observations have helped businesses to improve their bottom-linSe no end.
How to Build Better Customer Relations using Social Media
It is time that businesses/brands begin to unlock & tap the full potential of social media. Social media platforms such as Instagram, Facebook, and Twitter aren’t just promotional tools; they can also be a way to connect with your customers.
Let us run through a few pointers to understand how we may capitalize on the benefits of social media to better customer relationships.
- Assess Audience Requirements
Gather information about what your followers want to know, or what they discuss online. From there, you can collect keywords, ideas, and inspiration to generate meaningful content on social media. Building customer relationships is all about delivering value to your followers. If you can provide helpful, informative, or even entertaining content, people will want to connect with you.
Content created that responds to your audience is a way of showing how much you value their thoughts and feelings.
2. Prompt Response
Simple listening will not suffice, you need to respond to what you hear too. Most customers expect a prompt response online. However, if you fail to address their concerns fast enough, you could see your customers’ anger spread across social media. Prompt responses not only delights the customers but also builds your brand as one that customers can trust and rely on when there’s an issue. These are benefits that customers are looking at and are willing to pay for.
Respond quickly to these pain points that your customers have, and you could transform even the most unhappy customers into brand advocates.
3. Make the Conversations Personal
Do you think a standard automated message would be enough? Well! certainly not. You may use Bots to let your customer know that you care about their problem. But do that only if you can follow up with human correspondence soon after. People expect their discussions with brands to be just as comfortable as a message to a friend.
In case you need to talk directly to customers, you must use their first name when possible (it is generally present on their profile), be friendly, and sign off on comments with your team name or company name. Post your conversation and query resolution make sure you let your customer know you’re not going anywhere and leave them feeling happy that they talked with you.
4. Befriend the Customer
Adopt a fun and friendly tone in your messages and take part in trends and discussions that your customers are interested in.
You may run various interesting campaigns & contests; this will not only generate buzz around your brand but will also expand your brand reach.
6. Work on the Feedback
Work on the feedback received from your customers, good or bad. Rather than trying to sweep these negative issues under the rug, try to fix the issues. They’re great for building customer relationships on social media.
All said and done, social media interactions are not everyone’s cup of tea. To have a professional approach and guidance about building a social media strategy for better customer relations, the job must be done through experienced hands.
There are various digital marketing agencies that you may hire to work on your behalf. If you are looking for a marketing agency in Pune, you may check out Digital Tokri. This Pune based agency offers a host of business improvement solutions. Such agencies help you build a robust social media strategy thereby building lasting connections with customers.