The use of social media to communicate with consumers has been a game-changer for businesses. Customers are requesting this new format whether or not we are prepared to implement it. Sixty-seven percent of customers say they go to a company’s social media website first before attempting any other method.

We want to make sure that you aren’t one of the many businesses that are missing out on a major potential because they aren’t encouraging customer participation on social media.

So, before we go into the ins and outs of social media, let’s cover the basics of why maintaining good customer relations is crucial to the success of any organisation.

What are the benefits of establishing a rapport with your clientele?

While pleased clients are like a deadly injection, loyal ones are what keep a firm afloat. Number of the day: 67% of consumers discontinue using a product due of a poor customer experience; yet, only 12% of those customers really voice their dissatisfaction.

That’s why it’s not adequate to just cope with the fallout of a bad situation. Positive and trustworthy connections are essential to bringing in new business and keeping existing clients happy.

If you take away all the corporate speak, a client connection boils down to basic human contact. People like to talk to those they already like and respect. Furthermore, they are far more likely to part with their hard-earned cash to those they have confidence in.

How social media changes how we interact with clients

As we’ve already shown, people are going out of their way to find our companies on social media platforms.

On a daily basis, people spend around 30 minutes on Facebook. Many of them would consider this the most convenient way to communicate with your company because they are already spending so much time there posting and interacting with pals.

Our clients are moving away from the traditional methods of contact. When asked which customer support channel they find the most bothersome, 32% of American internet users cited the telephone, while just 6% mentioned Twitter and 5% mentioned Facebook.

Keep track of everything

One major benefit of internet conversation is the ease with which prior communications may be archived and retrieved for reference in the present.

Today’s customers want you to maintain their discussions on file, so you don’t mix up their complaints and make problems worse by asking them to repeat themselves many times.

Listen carefully to every feedback.

We can’t ignore the comments on our posts or even mentions throughout all social media networks, in addition to the private communications that enter your mailbox.

It’s easy to let your emotions and complaints spiral out of control on social media. Even if this is the case, it does not absolve you from addressing each and every one.
We totally get how you feel, but failing to respond to feedback posted on social media is the same as dismissing a consumer who has just stepped into your business. You’d never disregard feedback from friends and family, so there’s no need to do so on social media.

One of the most important ways to increase consumer loyalty to your business is to show that you care about the opinions of your clientele.

You may save a lot of time searching every social media platform for a brand mention by using one of the many tools available today. Brand24, for example, provides real-time access to any social mention, letting you respond to both good and negative feedback. Spending money in this manner can greatly increase happy clients.

To sell less and educate more

If clients of yours frequently have questions or run into problems, they may be seeking for solutions on your social media pages.

Rather of trying to “hard sell” your products or services, providing informative content about them is a wonderful approach to establish credibility. Customers’ problems may be solved before they even have to speak with a support representative.

Spread useful information

Your social media posts should offer something of value to your audience, even if they aren’t immediately related to your product. Becoming an expert in your chosen profession has to be your ultimate objective. Consistently delivering high-quality content is a crucial first step in establishing a loyal customer base.

If you offer camping gear, for instance, you might promote your business by recommending hiking areas and providing helpful camping advice.

Show your viewers how things really work.

It’s impossible to have the same conversation with your social media followers that you do on your blog. Professionalism and brand protection are not enough strategies. Most people appreciate honesty.

Using social media to convey your human side is important because, as we’ve discussed before, people like to do business with those they like. Show what’s going on in the workplace, introduce the staff, and share company updates.