The growth and popularity of the Internet have given businesses more opportunities to spread their brands across new markets. Customer engagement is now better than before as existing and potential clients can communicate with companies in the comfort of their homes. But, you might be thinking, “Why is social media the best platform for customer engagement?” Read on to know four answers to this question.
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Direct Engagement
It is inevitable that some customers will have concerns. For example, a client buys a skateboard from your sports shop recently. But, the board has shoddy wheels, which raises several concerns as the user is at a high risk of falling when using the product.
Before, that client would have needed to travel to your store before engaging with a customer service representative. The consumer wastes their valuable time, money, and effort to talk to one of your staff members, and those precious resources lost can cause annoyance and, perhaps, aggravation.
Now, social media in sports and other industries allow clients to communicate with customer service representatives without giving consumers additional stress. People can use the messaging tools provided by the social media platform to talk to one of your online staff members.
This direct form of engagement increases mind awareness for customers, which, in turn, becomes vital to winning the interests of targeted audiences.
Build Rapport
Businesses don’t exist to monopolize markets, although that thought is one of the primary objectives of different companies in various industries. Nonetheless, customers need to see organizations as entities run by real human beings and not robots.
For example, specific traditional advertising techniques entail advertisers attempting to capture the attention of potential customers by “pushing” products and services to the faces of prospects. These methods can be annoying, especially if the initial interest in purchasing goods doesn’t exist in the minds of these individuals.
Social medial marketing, on the other hand, allows marketers to build rapport with existing and potential consumers through proper engagement procedures. For instance, business pages in popular social media channels allow companies to post humorous content related to their products and services. Customers can get a chuckle or laugh out of those posts. But, that brief moment of enthusiasm can be enough to capture the curiosity of the individual reading that post.
Next, that person might click on the link on the post that directs them to your online shop. If the individual finds the products or services in your store interesting, your business might gain a sale at that moment, and all it took was a funny meme.
Increase Referral Rate
Your business’s social media followers should now be reading most of your posts while experiencing excellent customer service. Now, you have a chance to gain free advertising from your social media page.
Various social media portals have easy-to-use share buttons. One click and your followers’ followers can see your posts.
This procedure is akin to free advertising since you didn’t spend a cent for people to share your posts. In turn, you can attract more customers that may even be in regions located halfway around the globe.
Remember, you should get a notification each time someone shares one of your posts. Don’t forget to engage with the person who shared your post. You don’t need to say a lengthy paragraph of appreciation. A simple message like, “Thank you for sharing,” should suffice.
Generate Valuable Feedback
One of the elements of business growth is for firms to listen to consumer feedback. Failure to find solutions for insistent public demand can result in negative feedback.
For instance, one of your products has a faulty feature. Now, your consumer base is complaining about the defect. Then, those customers posted their rants on your social media page. Here, you can tell your market that your company is doing its best to fix the issue.
That one point of engagement can help develop and magnify the trust felt by your consumers. This gives your target audience the impression that you’re always listening to their feedback, regardless if their messages are positive or negative. So, the next product you build should solve the issues brought by your clientele.
Use Social Media Today
These four reasons should tell you that social media is an excellent, if not the best, platform for engaging with customers. It can help your business in building rapport, generating valuable feedback, increasing referral rate, and engaging directly with existing and potential customers. If you don’t have a social media page for your company yet, now is the best time to develop one.