Improve Your Brand’s Customer Experience with Social Media
Why is it such a big deal to be present on social media? And no, simply having an account and posting about your latest product isn’t what we mean by having a social media presence.
Social media is an important and valuable tool for your business when we use it correctly. Take the time to strategize your communication and you will see how it can improve your relationship with your customers and lead to more sales.
Be where your people interact
Customers think of social media as a way to get direct and most up-to-date information.
More than ever, social media has become a tool to find what we are looking for. Do you want to know what food is served at that new restaurant? Go on Instagram to look at the pictures. Are you wondering if a specific store is open on a holiday? Check Twitter for the latest opening hours.
If customers are looking for you on their platform of choice and cannot find information about you, that means you are missing out on a great and easy opportunity to create a bond with that person.
Share your universe
Communicating on social media is your chance, as a business, to share more than just your product. Talk about your vision, your purpose, why you started your company, what your goals are. Create a unique atmosphere that is totally you using appropriate words, colors, and pictures.
Platforms such as Instagram and Pinterest are highly visuals. In a blink of an eye people should be able to understand what you are all about.
Make sure your social media accounts are branded correctly so it gives the right idea to any new visitor coming to your page.
Is your goal to inform, inspire, engage, make people laugh or make people dream? What words would you use to describe your company? What tone of voice describes you best? How do you want to make your customers feel when they see you?
Having your branding clear before starting your social media strategy is important.
An interior designer specialized in creating co-working spaces and a minimalist home interior designer will have two very different identities and different images and messages online. They are not talking to the same audience, not with the same tone and not with the same pictures.
For example, @coworker has a more corporate, motivating, work-related atmosphere. You go there to get things done!
Show your human side
Customers follow brands on social media and they like to get to know the people behind the company. Be vulnerable, share your stories, show the behind the scene.
Engage in dialogues and ask questions. This is also your chance to get to know your customers. You can gather very valuable information that can help you grow as a company.
Focus on the lifestyle of your products and come with an open mind and an open heart to truly connect to your audience.
Listen & Respond
If social media is a place to come find inspiration, it is also a place where people come ask for questions and complain. Make sure to monitor your feed and your messages and to answer all questions or doubts about your company. Social media becomes a place for customer service because it is a platform where you have direct contact between the customers and the brand.
Build the hype
Don’t go in the mindset that every post is supposed to generate money and link back to the website. Social media is made to create a dialogue and like any relationship, each interaction will help build trust.
It’s more about building reputation than hard selling. The good news is that trust and a good reputation will help you gain more sales!
Need help building your brand on social media? Click here to schedule a Complimentary Brand Consultation.