Social media has evolved from a tool for showcasing your products and services, to a way to connect you to your customers and improve their experience. By focusing not only on the content you put out, but also the feedback, messages, and engagement you receive will not only help you grow your brand but also improve the overall customer experience. Here are some simple tips you can implement to make sure your social media improves customer experience:
Consider What Your Followers Want to See
Your social media is an extension of your brand and will be associated with what people think of when they consider doing business with your company. Over posting or reposting the same thing won’t add anything to your customer experience or be a great reflection of your brand. Posting info and pictures that will be useful to your followers by adding value to their lives while also informing them about your brand is the way to go. When potential customers follow your social media accounts they should feel like they are getting a peek into why you are passionate about your business and how you can help them make their lives better. Post sneak peaks of new products, tips for how to use them, testimonial videos from other happy customers, photos from fun events and special promotions that are meant for your loyal followers. Be sure to spark conversation by asking questions in the caption so that you can grow your engagement and also learn more about your audience so you can keep posting what they want to see from your brand.
Promptly Respond to Comments and DMs
Messages and comments on social media are now a trusted and easy way for customers to converse with businesses. You should be checking and responding to messages and comments several times a day to offer info that might lead potential customers into your store. Having a private conversation with someone via direct messages offers a personal environment and answers timely questions in a way that is convenient for both you and the customer.
Use Feedback for Growth
Social media gives customers an instant voice where they can share their experiences. While this instant feedback can seem overwhelming, it is actually a great way to keep your employees accountable and make sure your business is always evolving. Make changes based on the feedback you receive and let your customers know that their voices are being heard. Respond to feedback - even the negative, and let your followers know what you're doing to work towards bettering your business.
Create a Touch Point
Research shows that following up is the number one way to create customer loyalty. Social media provides a touch point that makes following-up easier than ever before because it is a simple way to make a customer feel valued. Try referring to customers by first name when you can see it in their username, check back in a week later to see how a product worked for them if they had previously asked questions about it and provide a space where your customers overall feel valued.