In the Digital Era, it’s imperative that your company get on board with signing up for social media websites to stay in touch with customers. However, just signing up isn’t enough; there’s an art to reaching out to customers in the right way. Posting relevant information and posting often enough without customers feeling that there’s too much or too little information coming from your company via social media websites isn’t easy, but knowing how and why your company needs to use social media websites is important to its continued success. Some of the greatest social media pages have been on vague topics such as car insurance, fitness, and energy drinks!
Utilizing social media to keep your company’s public image positive is the best way that you can take advantage of this technology. Customers like to be kept in the know regarding business decisions, new products, or information about current products or events. Many websites, such as insurance comparison websites, will use social media to broadcast on how one can save money on a particle plan. If regular companies use social media websites, then every type of business should!
One complaint that customers have time and time again is that companies keep them in the dark about updates, especially when something goes wrong. Take the recent hack of the PlayStation Network, for example. Despite Sony’s presence on a myriad of different social networking websites, plus their own blog on their company website, customers grew hostile towards the brand when it failed to disclose information regarding the safety of their personal information.
Whether things are going right or wrong, one thing customers appreciate is information. Hearing it straight from your company is going to quell nasty rumors and keep customers loyal. The brief updates allowed by Twitter are perfect for letting customers know what’s going on in the company.
Personalized Customer Service
If you have a relatively small company, you can use social media websites as a way to allow customers to give you feedback and to respond to said feedback. For example, you can use Facebook to allow customers to post comments or complaints, and have an employee respond to those complaints individually.
This gives customers a voice, and lets them know that you are listening more than receiving a canned response via email would. Additionally, it answers questions that other customers are probably curious about, and lets you know if you need to make changes to your product or service.
Driving Traffic to Your Website
Having a strong presence in all types of social media will allow you to drive more traffic to your company website. Every profile you make on a social networking website will have a link to your company website, meaning every outlet you use drives traffic to your website. To put it simply, more social media means more traffic, which means more business.
Some companies believe that simply signing up for social media websites is enough to get their name out there. However, keeping the profile current and interacting with customers is what makes social media so valuable to companies. Some of the best social media websites are from companies in the areas of car insurance and credit cards. If you’re going to sign up for social media websites, make sure that you take the time to include relevant information about the company in the company profile, and intend to update the profile regularly.
Depending on the size of your company, it may be beneficial to hire a person that is dedicated to interacting with customers through the use of social media. If you have a very small company, this task can probably be delegated to a current employee in addition to their current responsibilities.
Employees that interact with customers via social media should either be marketing professionals, or at least skilled in interpersonal relations, with some experience in customer service.
Grow Your Customer Base
Social media gets your brand name out there, but you can gain more customers by offering their first try of your product or service free or at a significant discount. Devise a plan to allow customers that “follow” your company on social media websites to have access to special coupons that are only available to social media users. That way, you get customers in the door to try your product, and you now have them keeping up with what your company is doing, in addition to new offers or products that may be available.
The use of social media is a great way to grow your business and keep in touch with your customer base. Knowing how to use social media in a way that will benefit your company is important, and keeping one employee dedicated to keeping your company’s social media presence up to date will help your company move along the road to success.