Your customers and your future customers are watching you on social media.What you say and do–and how you react to customer needs–can make or break the way people talk about your business online and offline. So put on your Sunday best and make a heck of a good impression.
Here are our top tips for impressing, retaining and gaining customers on social media:
Determine Your Tone and Voice
Are you playful, informational, sarcastic? Develop a tone and be consistent. This tone, of course, might need to be altered when responding to customer complaints or during times of national events of importance. Your tone should be authentic and engaging. Your best bet is to hire a community manager who not only has the necessary qualifications to make your online presence soar but also has a natural offline tone that fits the tone and voice you would like to cultivate on social media.
Always Be Prepared
Make sure your social media team has a list of common questions and responses that customers pose. If you do not have an immediate answer to a question, make sure your team member knows how to properly convey that an answer will be determined as soon as possible. Do you have a dedicated response time? Do you (and, hint, you should) have a way to let customers know that you’re working on the problem at hand but you don’t have an answer yet? Also make sure you have an escalation plan in place – if the conversation becomes too intense or private for social media, make sure you know how to encourage the customer to converse in a more private manner (via email or phone) to address their issue.
Put a Twist on Customer Testimonials
Linking to a testimonials via social media is not only boring for most of your audience, it’s so blatantly self-promotional that it may not get the kind of engagement you’re hoping for. Instead, craft the client testamonials into a blog post that shares some helpful strategies that your team employed to elevate your customer’s campaign. Show your audience why your services or product made your customer happy. And, this is important, don’t forgot to give your customer a huge shout out: talk about why you love working with them, share information about their business and make sure to link to their social profiles when sharing your post. This way, your customer not only feels appreciated, but they’re more likely to share this information with their audience, thus spreading the word about your business for you!
Get to know your clients and customers online. This can be difficult as social media moves quickly, but if you’re organized, it’s completely doable. Consider creating a Google spreadsheet that includes information about customers with whom you interact online (as well as potential customers) and include their name, organization, social media handle and when you last contacted them/they contacted you. It also helps to include a column for ‘Next steps’ to make sure you’re keeping up with them. You can also employ a CRM tool like Pipedrive, which we also use, to do this for you.
Learn More About This Topic
We discussed this topic during our #OrganikChat on April 23. The discussion featured insight from digital marketing pros, consultants, students and more! Read the transcript here and join us every week for #OrganikChat, Thursdays at 1:30 p.m. PT. Tweet to the hashtag #OrganikChat and follow @SamHosenkamp, @Nicole_Barbato and @OrganikSEO for questions.
And visit our #OrganikChat Facebook group to keep the discussion going.
If you found this information helpful, be sure to check out our post “Self-promotion: How to Turn it On Without Turning Everyone Off.” Organik SEO is passionate about helping businesses grow by tapping into the power of social media and SEO. To discuss how we can help you grow your business, contact us today.