Why Communication Is So Important on Social Media
The Role of Social Media in Building Brand Awareness and Customer Loyalty
The importance of customer-centric businesses has been increasing, with consumers valuing genuine and attentive service.
Social media platforms play a significant role in shaping the perception of a business, particularly through consistent updates, tone, and responsiveness to customer queries.
According to Salesforce, 75% of consumers expect a consistent experience across all engagement channels, including websites, social media, mobile, and in-person interactions.
As mobile usage continues to rise, social media platforms have become one of the most popular ways for customers to engage with brands.
Regularly updating and monitoring social media channels is crucial for businesses, as customers may assume indifference if their queries go unanswered. By prioritising customer service on social media, businesses can create a positive and lasting impression on their audience.
Communication & Social Media
One of the benefits of social media for businesses is the ability to set up multiple lines of communication. Most social platforms now have chatbots to provide your customers with answers to simple questions.
Autoresponders are useful for informing customers of your opening times, and the length of time they should expect to wait before receiving a response to their query, to manage their expectations.
According to Aberdeen, companies with the best omnichannel customer engagement strategies retain an average of 89% of their customers, compared to 33% for companies with weak omnichannel strategies.
Whether your customers contact you directly via email, telephone, and instant messaging services, or leave comments or inquiries on your website and social networking sites, you need to have a system in place to detect these and respond in a timely fashion. This procedure is not only important for reputation management but should be an integral part of your social media marketing strategy.
Answering quickly is important, but accuracy is equally important. Your audience needs to be given correct information; otherwise, their opinion of your brand will decline, and your reputation and sales may suffer as a result.
The Importance of a Customer-Centric Social Media Strategy
“The term ‘customer experience’ won’t exist in the organization of the future. It will be so deeply entrenched in a company’s product, process, and culture that it will be synonymous with the brand and represent the only way to do business” — Ann Lewnes, SVP and CMO, Adobe
With technology evolving and enhancing the customer experience, factors such as price are becoming less important in the decision-making process for purchases, so your business needs to look for new and innovative ways of standing out ahead of your competitors.
By knowing who your customers are, and what their expectations are, you can put in place strategies that directly appeal to their interests and values. How you approach and interact with your guests will make a huge impact not only on your reputation but also on your visibility and word-of-mouth exposure.
Social media platforms give you almost real-time access to your audience, and your communication strategy has to be more than just answering questions. It involves creating an engaged community of interested followers who turn to you before any other in your market. It means taking part in discussions, asking questions, addressing compliments or complaints, and being seen to actively care for your guests.
Maximise Your Success with an Optimised Strategy
If you want to stay ahead of the game, it's essential to have a comprehensive and flexible strategy that caters to your customers' needs. Don't miss out on the importance of social media and online engagement in today's world.
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