While social media can be a great platform to attract new customers and grow your audience, it’s also the perfect avenue to keep in touch with your current customers. In fact, consumers have shifted away from traditional customer service channels like phone and email support, and are utilizing Twitter and Facebook instead. In order to adapt, your brand has to master the art of social customer care. Check out the articles below to learn how to improve your customer care on social media, as well as use social as a reputation management tool.
Review and Reputation Management
According to a survey published on Adweek, 49% of people rely on recommendations from influencers on Twitter to make purchasing decisions. If people talk poorly about your brand on social media, it’s likely resulting in lost customers. The best way to protect your business is to make reputation management a priority.
Protect Your Name
The first line of defense is to monitor your company name and any other brand keywords people would likely use when talking about your brand on social media. This way, you can quickly look into any complaints and respond. The last thing you want is for a bunch of complaints to go unanswered simply because you didn’t see them.
Don't Overlook Review Sites
Facebook and Twitter aren’t the only places online people can talk about your brand. Review sites like TripAdvisor and Google My Business also have a social aspect to them. Monitor your reviews on these sites and use them to boost your brands reputation.
Go Beyond Brand Mentions
In addition to monitoring mentions of your brand on Twitter, you can use social media monitoring or listening to measure the overall sentiment about your company, how your competitors handle customer service and more. Learn about the difference between social media listening and monitoring to find what fits your strategy, and how to implement it.
Social media monitoring and social media listening are terms that have been used interchangeably, but there is a difference. Social… Read More
Engaging With Customers
Engaging with your customers is one of the best ways to foster positive relationships and get ahead of issues before they become problems. You don’t have to wait for a customer to complain to interact with them. Read through these articles to learn how to use engagement to improve social customer service.
Build Relationships With Your Audience
If you look at the top brands on social media, you’ll notice they tend to have a strong relationship with their customers. Their followers advocate for them, share UGC and there’s tons of positive conversations going on between them. Wondering how your brand can achieve similar results? Follow these eight tips.
Customer experience has become a top priority for companies in 2019. Today’s consumers base their perception of a brand on… Read More
Engagement, authenticity and forging connection
Poor interactions on social, including social customer service, can be very damaging to your brand. Check out some tips for creating authentic, human connections with your customers that will help drive great brand experiences.
Joining the social team here at Sprout has given me a crash course in brand authenticity on social media. A… Read More