7 Social Media Strategies to Improve Customer Experience
In this digital age, social media has transformed from a mere networking platform for family and friends to an explosive enabler of connectivity, interaction, and engagement on a global scale. It has not only redefined the ability to network and connect with people beyond our reach, but also the way businesses operate and adapt to changes within their community online.
Given that the internet acts as a prime source of connecting with your target audience, several businesses today have launched their e-commerce stores via the internet to speak the language of the market they approach.
According to Temkin, brands that emphasize on strengthening their ties with the consumers are likely to attract at least four times more customers via referral programs and seven times more for trying out new samples. For most brands, pre-existing customers are liable to shop again from that brand if the customer experience is up to the mark and meets their standards.
According to Zendesk, bad customer experiences garner the attention of at least 95 percent of consumers via social media, whereas the good ones only account for only 87 percent.
According to Bain and Company, businesses can increase their brand's ROI and overall revenue, at least 75 percent more with every 5 percent increase in customer retention rates by leveraging social media for the improvement of customer experience.
Look at our seven tips to learn how you can improve your customer retention and acquisition, by strategically leveraging social media.
1. Respond to Queries with Solutions
Responding to customers queries with the most prominent of solutions via social media is perhaps the fastest way to engage with your target audience.
It allows you to keep a check and balance on your customers' shopping experience and enables you to build a knowledge base at the foreground with the most frequently asked queries for future expedited responses.
There is also a potential for success in improving customer experience by leveraging responses via Twitter, Facebook and Instagram -- three of the most prominent social media channels -- to update consumers with seemingly similar queries.
For instance, engaging with customers while always being on-the-go has helped SpotHero propel its way past the competition. The brand makes use of Twitter to thoroughly scrutinize past queries so that it can respond to customers as soon as they receive a discerning tweet regarding their operations.
Pro Tip: Hire a social media customer service team that actively contributes to your brand's awareness and conversion rates through ‘listening' and ‘responding' to your consumer market.
2. Ensure Prompt Alerts
According to Davina Kristi Brewer of 3Hats Communications, your brand must learn how to cooperate with its consumer market to seem approachable and highly compassionate for better customer experience.
For instance, when Facebook, WhatsApp or Instagram are down with their networks, the world on social media practically shuts down. An outrage follows on social media and people turn up to customer representatives to ask them about the revival about the stalled networking channels.
Social media is an incredible source of employment, so troubleshooting affects every small or big enterprise.
During such times, the following steps can help improve customer experience:
- Stay active on every social media channel in case your site's server becomes unreachable due to maintenance or networking issues.
- Answer every customer query.
- For better client care, inform your customers of glitches and update them once services are restored.
Pro Tip: Hire separate social media teams for handling your accounts on social media. Make sure to delegate responsibilities of handling, understanding, and responding to queries on each domain to every team for prompt deliveries and replies on social media.
3. Leverage Promotional Offers and Discounts
Claudia Montez of Isabelle Grace Jewellery advocates the use of social media for leveraging exclusive promotional offers, discounts, and coupons. The brand promotes a discount code JUST4ME on social media for select availability by subscribers of its newsletter and social media followers.
Montez states that this social media strategy has helped the brand generate more social media followers and an ever-increasing rate in newsletter subscriptions; all of which led to higher brand visibility with better conversions and greater customer retention rates.
You can use social media to leverage promotional gimmicks via the following strategies:
- Offer exclusive discounts to your e-mail list
- Leverage contests or fan exclusives on social media
- Use social media listening tools to analyze results
Pro Tip: E-mail marketing is a prominent way to alert and keep your consumers interested in your brand. Ask for your social media fan following's contact details via different channels so that you can update them with alerts and gimmicks, content updates such as eBooks, and your brand's newsletter via email.
4. Garner Constructive Criticism
It is highly essential for a brand to take notice of its negative feedback constructively. If a customer has gone through a negative customer experience at your e-store, the least you can do is acknowledge it publicly on social media, even if you disagree with it. Continue by following up with them via direct or personal message.
Every adversity, even negative customer feedback is a window of opportunity for the promotion of a brand. If your consumer has had a negative experience, then it's better to ask them for feedback so that you can improve and provide better solutions.
Prove that you're interested in learning how you can improve your customer experience and strengthen your relationship in exchange for their loyalty towards your brand.
Pro Tip: Engage with your customers by prompting them with a survey regarding their customer experience on your website. Ask for suggestions for improvement if they have had a customer experience.
5. Add a Touch of Personalization
According to Accenture, approximately 81 percent of consumers demand personalization tactics on behalf of the brand to understand, approach, and perceive the depth of their customer experiences. By incorporating AI-rendered solutions, companies can learn how to target consumers with specific promotional offers, automated generation of ads, tailored content, and predictive product recommendations. It helps to garner the optimal consumer at any given time.
As an entrepreneur, proceed with AI-rendered software to learn more than your consumers' contact details via social media. For instance, you can leverage AI for learning about your consumers' demographics and psychographics to bring data that corresponds to their shopping preferences for better customer experience.
Click here to read more about how you can personalize content to meet your customers' needs.
For instance, Debenhams has not only tailored its product recommendations for users but also enriched its content selection for minimal hassle.
Pro Tip: Use AI software to better know about your consumers' buyer personas for better optimization and personalization of your social media channels and website and improved customer experience.
6. Engage with Micro-Influencers via Social Media
To keep up with your consumers' shopping preferences, make use of influencer marketing via social media. Influencer marketing has served as an essential social media strategy for observing customers and consequently growth, primarily because of the correlation with a more human voice regardless of a brand's official ambassador.
To leverage your brand, look for niche specific B2B brands where perusal of a strategic partnership is possible. Look for micro-influencers such as bloggers and vloggers that share a similar target audience with your brand for promotion.
Pro Tip: Leverage your brand and improve your customer experience by making use of influencer marketing, primarily on Instagram. Collaborate with micro-influencers by offering them recognition and exposure through testimonials, product offers, and discount coupons so that they can promote your brand and engage with their target audience for better customer experience.
7. Shed Light on Customers
Use your social media platforms for highlighting your customers' experience after a contest, giveaway, or a single purchase. According to Rani Mani of Adobe, it is important to humanize your customers' shopping experience by leveraging their take on it through live stories and compelling positive feedback.
Pro Tip: Make use of specific hashtags or dedicate exclusive days or separate fan following accounts for posting glimpses regarding your buyers' experiences on social media.
Being an entrepreneur, your primary goal is to attract customers for the livelihood, promotion, and progress of your brand. While social media can serve as a prime tool for driving traffic towards your brand, it can also help you to strengthen your relationship with your existing and new customers.
Leveraging social media for maintaining and improving customer experience might seem complicated to handle.
With the help of a social media marketing team and social listening tools, your brand can emerge as one akin to improve its customer experience regardless of the complexities and intricacies involved.