Facebook is still the reigning champion of social media. Although there are other successful social networking sites, such as Twitter and Instagram, Facebook is still the most used social media platform- by both users and businesses.
Use of Facebook in Business
To reach an audience of potential customers, many companies market their brand on its company’s Facebook page. Businesses have social media services experts working around the clock to create and post relevant content to the company’s Facebook page in the hopes of reaching customers and increasing sales. However, many businesses are failing to take advantage of an important aspect of social media marketing— customer service.
Customer service is the most important tool when building brand loyalty. Without the customer, there is no successful business. Yet, some companies miss the opportunity to use social media as a tool to practice excellent customer service.
According to a recent study, 70% of companies fail to respond to their customers’ questions and concerns via Facebook. By ignoring customer concerns and questions, less than a third of businesses on Facebook are reaching their full social media marketing potential.
Luckily, there is a solution to this Facebook epidemic. It’s quite simple: Interact with your audience and address their questions and concerns in a timely fashion.
Adjust your company’s page by making sure your settings allow for your audience to address your company with questions and concerns. Many business Facebook pages are set to have closed-walls which means the audience is unable to post on the company’s wall. It is important that your company’s page is open and allows for your potential customers to post their questions or concerns. With an open Facebook wall, your audience can interact with your page which will positively impact the relationship between customer and brand.
Respond to each customer’s question or concern individually. Use this as an opportunity to build a positive relationship with the customer. Address their concerns with a unique response rather than with an automated and un-personable comment.
Building a positive relationship with your company’s customers is the most beneficial thing you can do for your business. Loyal customers not only purchase your products, but encourage their friends and family to do so as well. By taking the time to interact with your audience and answer their questions on Facebook, you will turn potential customers into loyal ones. Venerate Digital marketing is one of the best Tampa based digital marketing agency who provide top nosh marketing services for local and national business owners.
Marli Harrelson recently moved to the Tampa area after graduating from The University of Alabama with a degree in Communication and Information Sciences. When she’s not on social media, she’s traveling, eating or watching college football.