When it comes to customer relationship, social media is the ideal place brand can connect with customers and prove that the brand’s value are aligned with the customer. Companies that harness the potentials of social media tends to do better in terms of customer relationship to companies that doesn’t.
Despite the odds of better customer relationship if your brand is using social media, chances are you are not using it the right way. As a matter of fact, according to HelpScout, some amazing stats was uncovered; 80% of companies believe they deliver superior customer services But Only 8% of Customers Think these same Companies deliver superior customer services.
As a brand, customers want and expect a lot from you and if you live up to their expectations, they are prepared to reward you.
Here are a few ways brands can use social media to better connect with customers and clients..
If you really want customers to put you in their good book, a fast response is all it takes. Studies has shown that, customers tends to recommend a brand that provide a quick response even if it is ineffective than would recommend a brand who provides slow but effective responsive.
A study was carried out with the view that 42% of consumers expect a response on social media within one hour. To make this interesting it went further saying; 32% think it should be within 30 minutes.
As a brand while you look at giving quick response to customers questions/complains, make sure the response is sensible and can give the customer at least a satisfactory experience.
Provide Real Time Support
Are Companies Really Listening to Customers on Social Media? If we look at the past years, customers could tolerate tireless waiting for a response from a customer service email. But that is not the case now. We are living in a world were everything is changing fast, were people want answers to their question or complain right away.
So it is no longer good enough to only offer support via email or phone call. Customers are now comfortable with just tweeting out complains and questions, and If your brand is not in these social media sites to respond, then you need to rethink your strategy.
To leverage these social media sites, it is recommended you setup designated social media customer support channel, giving your customers an avenue to reach you.
If your customers are having wonderful experience with your brand, chances are your customers will reward you; saying how great your brand is.
Get Personal, Show Care and Honesty
Making it personal can help a lot in customer relationship. As a brand, add a personal touch by making sure to add customer’s first names to their replies or comments. By doing this, your customers have not only feel that they are talking to an actual person, they also feel more connected with you. It is important to nurture your customers with their own stories, rather than anonymously.
Another way your brand can get close to customers is by showing care and honesty. Making them know how important their issue is to you as it is to them. According to Buffer, Simple Phrase like “I hear you” or “I’m sorry” can quickly transform a conversation and begin to build a real relationship.
So the next time a customer lay complain to your brand via social media, make them feel special by addressing their issue appropriately.
Take Control of a Bad Situation
According to an article I read; “If left unchecked, social media complaints can quickly spiral out of control and gain even more momentum, making them harder to handle.”
When it comes to dealing with customers, be prepared for all situations that may arise. Customers are like bomb waiting to detonate for every bad experience they have with your brand. If you have already been having a lot of good experience with other customers and overlook that there is one customer that doesn’t feel same, you better bring the customer problem to notice and fix it immediately. A single negative customer experience posted in public can wipe out the effect of up to 5 positive messages. You don’t want a bad comment about your brand sitting there for days with no response. Show your customers you care by addressing their problems. When your customers are happy with how you handle their problem, they will comment how good your brand is and might decide to delete the bad comment. Take control of a bad situation by responding in a timely manner.
A survey was carried out and 569 customers were asked what social media presence they expect of any brand. A second survey went further by saying customers report they expect brands to be active on at least three to four social channels.
Be everywhere your customers want you to be. According to social media examiner; “Social channels are a sign of a company’s dedication to transparency, accountability and even customer service!” While you can’t be on every social media out there, it is recommended you be on Facebook, Twitter, Google+, Pinterest, LinkedIn, Instagram and YouTube. In fact studies show even if you are the lazy type and can’t manage multiple social media accounts; Facebook is a must, as 95% of Customers expect brands to have a Facebook presence.
When customers are really engaged with your brand, they see no one else than you. They are prepared to buy whatever you recommend. You customers are prepared to go the extra mile to endorse your company to tens of thousands of people instantly. And yes they are happy doing so and have become loyal and advocate of your brand.
A good history of services will make customers to stick with you even if your competitors are trying to offer better. That is why to achieve the ultimate reward which is advocates of your brand; you must go the very length and depth and provide customers with quick response, real-time support, be honest, show care and get personal with them. Take control of a bad situation by turning critics into champions and finally be everywhere your customers wants you to be.
In conclusion, most companies view social media only as medium for marketing which is so wrong. Customers expect much more. Increase your customer satisfaction using social media and you will be surprise the length and depth your customers are willing to go to reward you too.
What do you think after reading this article? I did love to have your comments below on how you use social media to better connect with customers and clients.