Your customers want to hear from you, but at the same time they don’t want to be bombarded by marketing and sales messages. So how can you strike the perfect balance and connect with your customers on a deeper level?
We’re wired to connect and be social, and as much as this sounds like fun, it must be implemented strategically so you can achieve your business outcomes.
According to the 2016 Sensis Social Media Report, 52 percent of consumers are more likely to trust a brand if they interact with their customers in a positive way on social media.
If you’d like to build trust and increase customer engagement on social media, here are four ways to get started:
It doesn’t matter if a customer buys from you once, or you work with them for a year; get to know them, start conversations and do what you can to support them. We all like to communicate in different ways. Some of us favour email, others prefer phone calls, SMS or Facebook Messenger. Whatever your customers' preference, be where they are, and make it easy for them to engage and communicate with you. Don’t focus on the transactions, instead focus on building relationships.
To boost engagement, get to know your customers on a personal level. Now I’m not advising you to dive into every detail of their lives. What I mean is to ask them how they are, ask them about their family, about their weekend. Your customers are people, they’re not numbers on a spreadsheet. Get to know and understand what drives them, and take the time to invest in them.
Kindness and generosity go a long way in business and life. Invest time in your customers and build relationships with them; this will build trust, credibility and you’ll be top of mind when your customers are ready to buy. Emotionally connected customers will be more satisfied with your customer experience, and more likely to do business with you over a longer period of time.
It doesn’t matter if a customer walks into your business, calls you on the phone or interacts with you on Facebook, LinkedIn, Twitter or Instagram, they expect the same experience at every touch point. Your brand and your customer experience must be seamless and consistent across all areas of your business. Adopting an extraordinary customer experience will allow you to deeply connect with your customers.
Above all, social media is a communication and customer service tool. Using it to build solid relationships with those that matter most will enrich your life and grow your business.
If you’d like to learn how to build a social media community for your business, download your FREE eBook.
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