This week, we took one last look at 2013 — specifically, what brands taught us about using social media for customer service. Find out how big businesses used their social channels to build closer relationships with their customers, and apply those tips to your own social strategies in the new year.
Speaking of 2014, you might have already made your resolutions, but what about your company? In the new year, brands are encouraged to focus on customer retention in addition to customer acquisition. Why? Well, you’ll just have to read on to find out. Spoiler: Apart from it being difficult to consistently attract a new batch of customers, it’s much easier to convert an existing customer.
In other news, we also examined how nonprofits have used Facebook’s tools to engage supporters and some of the best social platforms for building an international audience.
Over the years, Facebook has become a valuable platform a wide range of businesses, including nonprofits. A recent survey found that nearly half of the largest foundations across the U.S. use social media, and among those, 65 percent are using Facebook. But unlike most companies, nonprofits face the unique challenge of asking consumers for money without a product to give in return. With that in mind, Facebook has released specific tools to help nonprofit organizations be just as successful as other businesses using the social network. [Read More…]
The concept of using social media as a communication channel for your brand isn’t new. However, as we’ve learned, listening is only one piece of the puzzle. Your customers want to be heard, yes, but they also expect you to respond — and quickly. In a 2012 report, information technology research firm Gartner predicted that “engaging with customer inquiries via social channels will be as important as phone and email” by 2014. The new year is here, but that doesn’t mean organizations are waiting until midnight to start helping customers; they’ve been doing it all year long. [Read More…]
2014 is new in a lot of ways for social media marketers. Right now there are new platforms to explore, new features to experiment with, and fresh crop of customers to be entice. But while it’s necessary to bring in new prospects, that shouldn’t happen at the expense of your current fan base. [Read More…]
Today, thanks to the global reach of social media, consumers around the world can access your content, interact with other customers, and take part in the conversation around your brand. The number of social network users around the world has risen from 1.47 billion in 2012 to 1.73 billion in 2013. It’s been predicted that by 2017, the global social network audience will total 2.55 billion. [Read More…]
[Image credit: Tanja Scherm]
Jennifer Beese: Jennifer Beese has worked as a community manager and social media strategist. When she’s not writing, you can find her studying anatomy and physiology—she literally has a skeleton in her closet—or under the stars with her telescope.