How to use Social Media leverage Customers' experiences.
Written by: Haoyu Su
Social media empowers business owners to promote their businesses via various channels. Besides the globe and variety of contents, built-in features like reposting in those social media applications would enable personalized and customized promotions to enhance the effectiveness of digital marketing. The interaction between owners and customers is not limited to conversations about products and services, the implementation of crowd-sourcing strategies could contribute to digital marketing while enhancing the customers’ experiences by creating a sense of community and building loyalty.
Customer engagement is vital for the success of stable relationships between customers and business owners.
Social media platforms allow owners to communicate with their customers instantly. No matter it’s an inquiry or complaint, business owners could facilitate customer service by using the instant messaging feature of social media platforms. The interaction and communication via social media would enhance customers’ experience while building an excellent reputation for business owners due to their customer service experiences.
The interaction could be tailored to create personalized communication between customers and business owners.
Although people could utilize social media to communicate at any time despite the limitation of distance, the lack of communication cues like facial expressions, and gestures would compromise the interaction at some levels. Therefore, it is important to come up with media usage strategies that could compensate for the original shortcomings. One of the possible solutions would be replying to the customers in a friendly and authentic manner to build personal connections with them via messaging or comment replies.
Moreover, customer-generated content should be viewed as an essential part of the social media marketing that would enhance the customers’ experiences. The hashtag and repost feature should be used for building a loyal customer base. For instance, business owners could offer incentives like discounts to encourage customers to post content about their products or services. Besides reposting those contents, personalized responses should also be included to let the customers feel that they are valued and appreciated.
According to the research conducted by Smart Insights:
"90% of social media users have used social media to communicate with a brand, and 63% expect companies to offer customer service through social media channels." It is important for business owners to start using social media for better customer engagement and experience because social media now becomes a common channel for customers to learn and communicate with businesses. Try to unlock possibilities and opportunities of interactive communication to enhance customer experiences and promote your business.