The majority of businesses have either incorporated social media service into their marketing strategy or are in the process of doing so. Be it as it may, the key to success for any business is to maintain customer loyalty and satisfaction. Social media has made it that much easier for businesses to reach out to their, customers, regardless of location. Below are some tips and strategies businesses can use to help increase customer satisfaction and build long-term loyalty.
1) Always be Thankful
Social etiquette has always dictated that “please” and “thank you” go a long way when it comes to treating others with respect and appreciation. The same principle applies to social media, except on a much wider scale. As a business, you want to make sure your customers always come back to you and are happy with the service you provided them. Take the time to reach out to your fans/followers and personally thank them for visiting your establishment or web site. The key is to make the message personal and have it resonate with the customer. In addition to the thank you, throw in a freebie or a special offer to regulars. Simple gestures can go a long way in helping to establish and maintain customer loyalty and satisfaction.
2) Let Your Customer’s Have a Say
If your business is looking to introduce a new product or service or perhaps make improvements on its current offerings, it would be beneficial to include your customer’s inputs. After all, the whole point of your business is to cater to the customer’s needs. Without the customer, your business will go nowhere. Create a poll where customer’s can vote or you can ask questions for feedback. After all, the whole point of social media to socialize and interact with its audience’s. A perfect example of encouraging customers to provide their input can be seen on Playstation’s Facebook page.
3) Make Good Use of the Feedback
Now that you have collected feedback from your customers, it is important that you put the feed-back into action. The whole point of getting feedback is to find out what resonates with your customers. To better manage incoming feedback, perhaps it would be best to create a spreadsheet, documenting all possible suggestions and even complaints. Handle all claims accordingly, and document the action taken as well as the outcome to use for future reference.
4) Prompt Response
If is often said that for brands to succeed on social media, it is vital that negative feedback receive prompt responses. If you desire to keep your customers happy and satisfied, it will be required that a member of your team proactively monitor and respond to incoming negative feed-back. Such feedback can consist of either a comment, question, or complaint. But before responding, make it a priority to have some type of system or policy in place that ensures the process to be followed for each type of situation to be encountered as well as how to approach it. This could be in the form of a social media crisis management plan. The quicker you respond and placate the customer, the greater the chance the customer will be satisfied with you and continue being loyal to your business.
5) It All Starts with the Employees!
It shouldn’t come as a surprise that employees play a pivotal role in the customer’s experience. Employees are often in the front line when it comes to dealing with customers and brands are slowly giving their employees the power to represent them as brand advocates online. How employees behave depends on how the company culture is structured. Just as with customers, companies should make it a point to communicate and listen to the inputs provided by their employees. Taking employee feedback into consideration, and offering prizes or rewards for meeting certain goals or targets, goes a long way in making your employees happy. This in turn will project in how they deal with your customers.
Social media makes it that much easier for businesses to communicate with their customers regardless of where the customers may be. This makes it all the more important that team members set aside time to monitor and manage incoming feedback. By creating unique solutions to your customers’ problems and following the tips above, you will have a loyal customer-base who will serve as brand advocates at your disposal.
How have you gone about handling customer feedback? Any particular strategies used? What worked best? Please share your suggestions below!
Tamer Mahmoud is a Social Media Content Coordinator at Venerate Media Group. Based in New York City, he is currently pursuing an MBA in International Business at Wagner College and plans to pursue a second MBA degree in Marketing. When not busy, he indulges in any-thing and everything pertaining to social media, be it following up on the latest news and trends or sharing his own insights via Twitter and LinkedIn.
De Buele, S. (2015, August 2). How to Enhance Customer Experience With Social Media. Retrieved August 18, 2015, from http://www.socialmediaexaminer.com/enhance-customer-experience-with-social-media/