Are you really ready for the social customer? Now more than ever, it is extremely important to realize that your customers have power over your brand. There are so many channels for them to post comments and reviews about your company. The good, bad and ugly are all important to you. Are you listening to what they are saying about your company? Not only is it important to listen to what they are saying, but you must respond in an open and honest way. It is preferable to allow others to see your responses, however in some cases you need to take it off line to resolve.
The general rules to follow are:
- Listen: What has been posted about your company? Who is saying it? What are they really saying?
- Engage: Let people know you care. Resolve issues, ask questions, say thank you.
- Respond: As quickly as you can. These days everyone expects an instant response.
- Record: Keep information provided for future use.
The benefit of social media is it allows companies a greater insight into customers. Your customers themselves will tell you what they like and don’t like. You must keep track of this valuable information to use in your marketing later. You must also make sure to respond to both the good and the bad comments or else the bad will turn into the ugly. A speedy resolution not only helps the person upset, but shows others how you care about customers. Customers demand instant information and quick responses. The good old-fashioned “I’m sorry” goes a long way.
Happy customers share and tell others which gets you more customers for your company. You want the good information about you passed on. You have to be responsible for what is out there as well as responsive to it. Have open conversations on the social platforms with your customers as well as your prospects. Engage not just about your company, but with information they will find interesting. Remember to say thank you and be appreciative when people say good or bad comments.
If you have any questions call us in San Diego at 619-448-6111 or email us firstname.lastname@example.org. We are always glad to help!