Communicate with Customers using Social Media
18/04/2012
Social media pages have become a popular way for businesses to promote their websites and communicate with customers.
However, social networking has to be used appropriately if it is going to be a tool for good customer service. There are some great tips to ensure that your social media builds on and strengthens customer relations.
The first rule is to ensure that posts from customers on Twitter or Facebook are responded to as rapidly as possible, otherwise it can look like you don’t monitor your social pages or don’t respond to customers.
If you are getting responses, remember it is not appropriate to delete or ignore a more negative response. Instead you should respond in a positive way offering reasons for the issue or an incentive for the customer to stay loyal.
If your business has a particular issue come up, for instance a problem with the website, then you should post on your social networks explaining the situation so that people can be clear what is going on.
It is also a good idea to personalise your Twitter Feed or Facebook Pages. You can do this by adding names and photos of people within your company biography or personalising posts by adding your name at the end.
Using Twitter is also a great way to maximise conversions by responding to people who follow you and Tweet about you, but are not yet customers. They are more likely to become customers in the future if you get your responses right.
So there are many ways to make sure social media is an effective tool to communicate with customers. Use it as part of your internet marketing strategy and it get can really boost your business.
Cornish WebServices are experts on social media. Look out for more tips and advice on social networking in our news section and contact us about our social media management service.
