Using Social Media to Create a Better Customer Experience
Everyone knows that customer experience is what can make or break a business. In a store front, you have to count on your employee’s to show the best side of your business – so why wouldn’t you want to do the same online?
Today, people have more access than ever to resources about companies and their experiences. Businesses need to ensure that their products and services actually do what they’re supposed to, and make sure that their customer support is helpful and easily available as well. Not only does the company need to watch their own blogs, but they need to know which streams and channels to listen and participate with. It’s not just about watching their own twitter feed, it’s about getting out there and wading through all of the data that might be relevant.
To successfully run a social media campaign, you need support that will listen and engage your clients. You need to be able to keep the knowledge available to everyone involved with your social media process. Aligning your team will help workflow and necessary information be passed along.
How Does Social Media Enhance Your Customers Experience?
1. Listen and Respond.
Listen for the needs of existing and potential clients. Could your clients benefit from an active social media account? Could you respond to them faster with an active Twitter account than an 800 number? If you have your support group in place, they can watch proactively causing your business to react faster to any needs or questions a client might have.
2. Cross Reference Data
Now that your social media system is in place, cross reference your data. Is the clients posting on your media stream the same clients that are in your store purchasing items? To successfully serve your customers it’s good to know their history with your company so that you can give them the best experience possible.
3. Understand the Relationship
You have a new level of customer intelligence, and the business side should be used to learn from. Consider your client interaction. How could it have went smoother, what was the response time like? A company should never appear like it’s using personal information, especially of someone who has no relationship with the company. Just because someone you have on file sent you a tweet, it doesn’t mean that you should send them an email to their personal account to respond.
If an existing customer is having a bad experience, your first priority should be fixing the experience. Communicating back and forth with the user, and ask the customer to voice feedback and opinions. This will help increase brand affinity and an experience worth sharing with others. Regardless if it’s a good or bad experience, it’s key to communicate and participate ideas and find a way that they can be voiced and captured. Communicate the progress back to the customer so that they can see you are proactive in finding a solution.
Share and Collaborate
While you’re doing everything mentioned above, make sure that your team are on the same page with you. Cross referencing social data and internal data and retaining references of conversation threads. Keeping everyone on the same page while delegating tasks to each other can help provide an excellent customer experience.
How Do “Total Business & Marketing Solutions” Fit in?
Social engagement can be outsourced, but be smart about who you’re using. You need a company that will keep all information open and shared on a regular basis. TBMS will communicate with you openly about all of the activity that comes along, while making sure, that we understand our client. We make sure to present ourselves in a demeanor that mirrors the representation expected from the company.
Our staff keeps up to date with all of the current social media trending, and do our best to make sure each blog is filled with the SEO keywords that you want to represent your company. Visit our social media solutions for more information.