Note: This is a guest article by Erica Bell. More details about her after the post.
More and more businesses are starting to recognize the impact of social media on their profits, customer service, and business’s success as a whole. Optimizing your business’s presence on social media means making sure the customer experience on those channels is a positive one, full of personalized communications. Social media is an opportunity for a business to show who is behind the brand and appear more humanized than a major corporation. You can make the most of this online marketing opportunity.
Here are 4 steps you can take to optimize your business’s/company’s presence on social media.
1. Be Responsive
Whether your business is being hit with negative comments or thriving with positive feedback, you need to be responsive. If someone asks a customer service question, be sure to respond. If you have a lot of questions coming in, set up a separate service account. A quick response that’s helpful and informational will not only show the inquiring customer you care, but it will also demonstrate to others that if they choose to do business with you, they’ll receive similar treatment.
Quick Tip: Don’t ignore the less than satisfied customers. Take the feedback they are providing your business and see if there are common complaints. If so, it’s time to reevaluate that area and come up with a new strategy.
2. Be Valuable
Your business’s presence on social media needs to add value to your fans, followers and fellow pinners. No matter the social networks your business is on, make sure each adds something valuable and unique to those who follow you on the varying channels. Whether it’s a behind the scenes look at the office on Instagram, a sweepstakes on Facebook or a chat on Twitter, your social media presence needs to add value to the customer’s life. Some people who visit your social networks won’t be in the purchasing stage, so it’s important to provide value no matter where they are in the buying process.
Quick Tip: When sharing content on social media networks, focus on these three areas: humanizing the brand, providing resources for customer conducting research and offering those who are ready to buy a way to save (coupons, discounts, etc.)
3. Be Social
Social media essentially gives your business the opportunity to hold conversations with customers you might not otherwise reach. Being social on a social network requires the same structure as an in-person conversation. While sharing is important, listening to the other person is too. Seek out others in your industry or customers who are looking for what your business has to offer. Share a tweet or comment from a satisfied customer.
Quick Tip: Retweet brand advocates who support your brand for the simple reason that they truly think their friends will benefit from your products or service.
4. Be Consistent
Social media communications are a constantly evolving conversation. Make sure your business is consistent and up-to-date with what’s going on. Being on each social network isn’t enough if you aren’t consistently adding content or communicating with customers. When 44% of marketers acquire customers via Twitter (AllTwitter) and 77% of B2C companies have acquired customers through Facebook (Hubspot), your business needs to be present and active on social networks. Consistency comes into play when you’re looking to grow your fan and follower bases.
Quick Tip: Repurpose content from a blog post, podcast or webinar on your social networks when you reach those lulls in fresh, unique content. You can create something great by reformatting or adding new insight to older content.
In order to optimize your business’s presence on social media, think outside the box and consider where your business will be seen by the most eyes. By actively communicating with current customers, reaching out to potential new ones and being available for a quick response on a consistent basis, you’ll leave a lasting impact on those who cross over your company’s social media profiles.
Optimizing your social media presence requires time and patience as well as creative thinking. How can we connect with a new customer? How can we make Bill’s experience with our business better based on his tweet about our product? Analyze what your customers are saying and engage in conversations for a more optimized social media presence.
How does your business make the most of social media? We would like to hear from you in the comments section below.
Name: Erica Bell
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Tags: brand marketing, business strategy, business tips, customer service, get more customers, increase client base, optimize social media, SMO, social business, social media for business, social media innovation, social media optimization
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