Whether or not your customers are angry, it's important to engage with them on social media. This helps present a positive brand image. In this video you'll develop tactics for creating positive, helpful interactions with customers via social media. Tactics include being helpful, being the point person, and responding quickly.
- A lot of customers who connect with your company via social media aren't angry. They might just need some assistance, or have a question, or want to share your awesomeness with the rest of the world. It's just as important to engage these customers as it is to help angry ones. Engaging customers online strengthens your company's relationship with that individual, but it also sends a strong, positive signal to anyone else who might be listening. You can use the same principles to engage happy customers that you use to assist upset ones.
Be helpful by answering questions or finding additional opportunities to serve. Be the point person by helping the customer in the same channel they used to contact you whenever possible. And respond as quickly as possible. Let me show you a couple of examples of how companies can really delight their customers via social media. Here's an example from Shake Shack. They acknowledged the customer's post and then responded to another customer's question in the same thread.
In this tweet, the customer asks Nike's support team for information on submitting a product idea. They quickly respond with a link to the requested information. Here, Whole Foods picks up on a customer sharing a concern about their prices, even though she doesn't tweet to them directly. They respond by sharing a link to their digital coupon ad. Okay, these are just a few examples. My challenge to you is to find opportunities to proactively engage with your customers via social media.
You can have a lot of fun doing it. And if you do it well, you'll get the added bonus of customers singing your praises online.
- Identifying key social media platforms
- Communicating with customers in your brand's voice
- Listening and responding to customers on social media
- Listening to customer feedback on review sites
- Making self-service easy for customers