Social Care for the Customer
October 2nd, 2017
We’ve heard it before – listening and hearing are two very different things. If you are one of the growing numbers of businesses that are utilizing the advantages of social media, you should appreciate that it is vital to listen to your customers, actively hear what they are saying and then act upon it.
Without any one of these three steps, the benefits that come from social media engagement might be squandered.
Monitoring and information gathering is useful but it does not help you understand your customer.
And that’s a key advantage of social media engagement.
Social care, or the practice of utilizing social media for customer care purposes, is how many of your customers look to interact with businesses.
How do you prove that you are listening? Speed – It’s that simple. The faster the response time, the more valuable the client feels and the more likely they are to remain a customer, refer your business or provide positive feedback.
Ready to start providing social care?
- Identify your target market – this is tied directly to your ability to understand your clients and the ones that are best for your business.
- Identify your influencers – pay close attention to the type of person who is interacting with your page, not the number of people who “like” or “follow” you. They are just meaningless numbers. It’s another case where quality rules over quantity.
- Determine important key words, trends and SEO strategies that are relevant to your business.
- Develop a social business strategy that stands on its own – managing your reputation and staying relevant are two key goals.
Social media has the power to increase or reduce your chances of success. When ignored, social care has the ability to transfer control of your business to a few vocal customers. Having a strategy in place can pay huge dividends.