In order to keep a business thriving through social media, all platforms should be used for more than posting content for the consumers to view. Social media should be used for a conversation.
A company’s trustworthiness and brand loyalty depend on the interactions it has with customers in person, yes, but online as well.
You can’t treat customers like a mass audience. Rather you should treat each customer as an individual and as if you have an established relationship with that individual. Be excited to provide customers with surprise gifts at times and solving their problems in ways they would never dream of.
For example, if a customer has a problem with a product every now and then, it’d be easy and sufficient to talk them through the problem and tell them what they can do next time they buy that product, but a solution that would leave a long-lasting impact would be perhaps offering the customer a replacement part or providing an extra service at no charge if you have the means to do that. It’s understood that this can’t be done with every customer. If so, the company would make no money, but every now and then, a nice surprise like this is what causes customers to tell their friends and family about the wonderful experience, thus driving more consumers to the product and the
Of course a company should answer questions in a timely manner as they are asked across social media platforms, but it should also respond to statements. Social media isn’t just a question and answer service for customers, it’s a conversation and we shouldn’t be afraid to start the conversation. Many comments on social media get overlooked because they say something along the lines of, “Outstanding service!” or “They spilled coffee on the driver’s seat!” Don’t be afraid to comment back and tell them you appreciate the comment, try to get the situation resolved if needed or even ask a follow-up question to get the ball rolling.
Make sure your account stays active. As business picks up, it’s easy to let your social media fall due to being too busy or even thinking you may not need it any more since your business is thriving. Regardless of the reason, social media should never be abandoned.
Customers look online all the time to determine what product or business to use, and when they see an abandoned page, it leaves a bad taste in their mouth. They will think the business no longer cares about the customer or that it may not even exist any longer.
Give back to the customer. As stated earlier, giveaways to customers can always help with referrals. This can be in the form of a contest business.
or even just a surprise gift to valued customers or consistent contributors. They will appreciate it, tell their friends about it and keep contributing with their online content and, most importantly, their money.
Social media is crucial for companies to thrive, but it is sometimes difficult to balance when business is booming. It’s important to keep the social media pages going and to keep interacting with customers to maintain a positive image and to keep business flowing.