Great customer experience is the outcome of a robust interactivity between the organization and customers over a period of time.
According to a report, 78% of the US population is on social media, maybe as an active user, active listener or a passer-by.
With social media marketing, many smart businesses have been able to directly knock on the doors of their customers and totally engage them in a discourse which, most of the time, turn out to be very profitable for both of the organization and the clients.
Unfortunately, not everyone is getting this right.
However, these 5 awesome techniques will help you better your social media customer experience.
Start with data
Do you know your clients’ persona? A client’s persona is an imaginary model of your client. A typical example of a client’s persona could be an uneducated single mom who resides in the suburbs and earns less than $7k per month.
You can collect related and useful data around them, which might include their wants, needs and where they can be found in their leisure. Even before collecting social media related data, you could sense the way your clients think. Here, LinkedIn is most definitely not the best avenue to explore. Knowing your client’s persona will definitely help you understand your clients better and how to cater for their needs.
Relate with your clients
You should not only engage with your clients on social media, you must also put a real face to every voice you hear. Place your clients into groups ranging from all time buyers to non-buyers.
Then you should schedule a call with them to get further details about them. Most times, this discussion isn’t always easy. You should start by being calm and unofficial so that you can put your clients at ease.
A hands-free device will allow you to talk freely and for a lengthy period too. So you can talk to your clients on the phone like you’re with friends at a dinner. Don’t forget to show profound gratitude at the end of your meeting.
Just as you should know the time to tweet, post and like, so should you let your clients absorb your available time online.
Many a time, clients would ask questions on your page or tweet what absolutely concerns their needs. But not being able to comment, re-tweet, or like at the desired time may create a glitch. Do ensure that you have a social media timetable for customer feedback, comments, suggestions, and complaints.
Create a customer experience culture
Ensure that you have employees who represent your brand on social media. All you need to do is make your employees your brand ambassadors. They understand your brand values and objectives better than any other set of people. Therefore you should put them at the frontline and make them interact with your customers to create a perfect experience with them.
Give priceless value
Through your interaction with buyers, you can deduce the type of value to pitch them at any given time. In addition, the solutions you’re proffering to your clients’ needs must be timely. Once you always show up with clues that make life easier for your clients, they’d rely on you and become fans for life.