Excellent customer service is the foundation of your customers’ happiness, and let’s face it, it’s the key to your success. We all want to do business with a company who cares about us, who we can relate to, and we trust.
This is especially true in today’s world because social media has made doing business completely transparent.
How do you entice new customers and how do you keep your existing customers happy? And how can social media help improve your overall customer service?
Here are some keys to building happy customers with social media:
- Take advantage of every moment of engagement – when a customer, potential client, or community member reaches out to your business on Facebook or Twitter, take advantage of that opportunity and use it to your full potential. Always answer their requests or reply to their comments as soon as possible, even if it’s negative. Touch base with them often on your social media sites. Ask how they are doing, how their business and families are doing.
- Work on your customer service daily – you can’t just engage with customers on social media once in a while, you have to do it every day. Go the extra mile or two for your customers or potential new customers. Post every day, reply to comments and answer questions each day, read and share their posts on a daily basis. They expect to hear from you, they expect to read your posts each day and your blogs each week, so give them what they want. The key ingredient is to be consistent.
- Encourage engagement in your community – use social media to educate and inform your customers and community, but you also need to encourage them to engage as well. Take an active role of empowering your customers and others in your community to succeed. Showcase how they are growing and becoming more successful. Also discuss how your services or products have provided solutions to your customers’ problems and how they’ve helped your community.
It’s about engagement, communication, and showing you care. We like to describe it as having a daily conversation with your customers and community. It builds trust and brand awareness.
If you have any questions or need more details about customer service and social media marketing, contact ITVibes today!
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