Do you have a social network account? then you are already involving a business…
You’ve created a top notch Facebook page, a happening Twitter feed, and an engaging blog. But your customers just aren’t interacting with you the way you hoped they would. How can you improve customer engagement with social media while not wasting marketing dollars or expending more time and effort than you can afford to? Start by changing these four things.
When customers point out genuine problems with a product or service, focus on fixing it rather than denying it. You won’t lose a customer over one faulty interaction, but you will lose that customer and all his friends by blaming the problem on him or by downplaying his needs. It’s also important that your followers see you as a real person and not just a business. Include personal touches in your blogs and Facebook posts and respond with a genuine thank you and personal comments to any feedback you receive.
Create a Cohesive Marketing Strategy
Don’t think of social media as its own separate marketing niche. Instead, view it as a part of your larger marketing efforts. Help your target market engage with your brand by maintaining a consistent message across all of your marketing venues so that they come to expect the same quality, ideas, and images whether they encounter you on Facebook, on television, or on a billboard. By remaining consistent, you’ll improve customer engagement with social media as viewers take action online based on marketing messages they encounter elsewhere.
No matter what kind of feedback or communication you receive from your audience, know the appropriate response. Various circumstances call for various response strategies including explanations, supplying context, building on current successes, working to change failures, and even ignoring deliberate attempts to bait you into an argument. Know the appropriate response in order to keep your customer engagement with social media operating on all cylinders and to prevent marketing debacles from ruining your online image.
No matter what business you’re in, customer engagement with social media must become part of your overall marketing strategy. As you seek to build a stronger online presence, be aware of how your target market interacts with one another and how they view your brand in order to determine what areas you should improve on.