Wednesday, 5th October 2016
Are you wary of taking the leap of faith with your business and jumping onto Social Media? Don’t fear! It’s not quite as scary as it may seem. The reasons why your company should be on Social Media can be split into the three C’s – Customer, Control, Celebration.
Today a customer’s first perception of a brand is often through social media. It allows businesses to come to and engage with a digital audience. Customers expect to be able to interact with brands without the trouble of emailing or calling a support centre. People have a tool that allows them to speak directly to a brand without hassle and it only takes a few clicks. If your business isn’t on Social Media, you could be missing out on pre-sale enquiries or positive feedback and endorsements that you may wish to share.
Online search engines are the first port of call for many customers and consumers. Put yourself in the customer’s shoes. If you’ve found two companies offering similar products – how do you choose who to go with? Many customer’s decisions will be swayed by what they see posted on Social Media and if you’re not on there, you’re losing business!
Regardless of how good your product or service is, problems inevitably occur. If you’re on Social Media, customers may use that as a portal to message you with any issues they may have. If your business isn’t there to respond, then you can leave yourself open to criticism that you could have easily and quickly controlled.
Another important reason to be on Social Media is it allows you to get to know your customers! This point also links to the third ‘C’ - Celebrate. Social Media allows businesses to listen and explore the opinions of their customers, meaning companies can take that feedback and tailor their products accordingly.
Building brand credibility on Social Media will not only have an impact on your sales but it’s really easy to do! News travels fast and on Social Media it spreads like wild fire. One positive comment about your product or customer service can reach masses of people in no time through viral sharing. Customers are also becoming increasingly reliant on reviews they see on Social Media when deciding whether to make a purchase.
Social Media is a valuable tool for building brand awareness. A potential customer may not have ever heard of your company or seen your products, but, if you are consistently in their newsfeeds they will quickly become familiar with what you have to offer.
As the way we communicate continues to evolve, customers don’t want to be faced with a blank corporate wall when doing business with you. Instead, they want to see a friendly face that interacts and engages with its audience. The above image is a great example of crisis management on Social Media while maintaining humour and bringing a large brand to life while avoiding a potential disaster.
There are many reasons to celebrate if your business is taking advantage of a strong social presence. Who doesn’t want to receive praise? If you’re an active user of Social Media providing a good level of customer service, then you will receive plenty!
It’s certainly time to celebrate when you sell products directly through your social channels. Everyone from small clothing lines to the retail giants can boost their sales figures by being an active member of the social community. This won’t just happen overnight, it’s going to take time and effort to turn your social profile into one that customers enjoy engaging with. After all, what’s the point of having 1,000,000 followers if you don’t talk to them?
Finally, start celebrating your customer engagement. Enjoy having conversations with your fans, not just seeing ‘Likes’ or ‘Retweets’ coming in. It’s not all about having millions of page likes or followers, it would be nice, but it’s not the be all and end all. Having a loyal fan base of people, you can converse with is much more effective than pure statistics. Those conversations can then be analysed and the sentiments can be reviewed to better understand their perception of your brand.