Every time we, as consumers, log onto our favorite social media networks, we’re likely to see advertisements or promotions centered around business. However, it’s simply not enough to just launch a Twitter account or Facebook page anymore. Businesses need to consistently engage with customers, both current and potential, in order to effectively separate themselves from their competition.
Far too often we see various brands with thousands of followers, yet they only use their social media accounts to announce news or events, promote their products and services or post offers. While keeping customers informed of what your business does is important, consumers aren’t using social media solely to shop. They’re using social media to research and learn about a product, service or brand they may intend to purchase in the future.
Successful businesses realize the opportunity that engaging with followers presents, in that they have a direct line of communication with their potential customers. If a company is only pushing updates promoting themselves, customers will quickly lose interest and stop listening all together.
How To Use Social Media Marketing For Customer Engagement
Instead of posting the same generic status updates related to various products or services, open the communication channels to make consumers feel involved. Ask which service or product is their favorite, what they would like to see produced, or how their experience with an already purchased product is.
Communication is a two-way street. Savvy businesses know that gearing the conversation to be about the consumer, rather than themselves, is a sure-fire method to increase shares, likes, and essentially, sales.
In this day and age where technology is readily available to the masses, being transparent is essential to building a quality reputation in your industry. Consumers will always pose questions or complaints to a business via social media, but a ridiculous 80% of questions to these brands go unanswered.
Answering a potential customer’s question takes little effort or time and could ultimately be the difference in your business making a sale, or your competitor making a sale. According to The Guardian, 70% of consumers reported that they were more likely to spend money with a business due to quality customer service.
Involve The Customer!
Did a customer thank your business for outstanding service or a quality product? When appropriate, share that comment with your followers! Engaging and sharing with your consumers makes the customer feel more personally involved with your business. Ultimately, a good experience with a brand can mean more than the quality of the service or product that was purchased in the first place.
Tailor the discussion to your customers. After all, they’re the ones who are going to share their experience with their friends and family! Building relationships and establishing your brand as an authority in a particular industry is the sole purpose of a business having a presence on social media.
Today, businesses need to realize that making customers feel good about an experience is just as important as making a sale. While it’s okay to promote your business’ latest offer or news in order to keep consumers informed, long-term value and growth comes from nurturing relationships.
Social media networks are a great platform that can boost the credibility of a brand if utilized in the proper manner. Customers are always listening to their friends on these networks and making sure that each and every customer you engage with is satisfied will ultimately benefit your business and increase your sales.