How much time do your customers spend on social media? Nowadays, most of us spend some time on social media at least daily. Therefore, make sure that their experience there is pleasant in order to increase their loyalty levels. Continue reading to find out our tips for enhancing your customers’ experience with social media:
1. Show your appreciation
In order to gain a competitive advantage, make sure that your customers feel happy and appreciated when they visit your company’s social media pages. Therefore, be proactive and reach out to your followers daily. Reply to any questions they might have in order to increase their customer engagement. Not only that, but also show them gratitude, for example a thank you note on social media. Furthermore, you can offer them small incentives, such as a discount or free shipping for their next order. This will not only increase your sales, but will also increase your customers’ satisfaction.
2. Involve them in the decision-making process
Involving your customers in the decision-making process for your products’ design and functionality is appreciated by many. Ask them for feedback and their opinions on both your new and existing products and services. Moreover, ask them not only if they like it or not, but also what they would improve or change. For example, ask your fans for feedback by creating a short poll on social media. Thus, you will make them feel valued, while getting some invaluable insights into the preferences of your target market.
3. Ask for feedback
Asking for feedback is important not only when deciding on a feature, but also to be able to create a feedback loop and to start a conversation with your customer. Monitor the feedback your customers are giving you, so that you can see the trends and identify problems before they get out of control. For example, you can create a word tag cloud where the most common words mentioned in your customer reviews will be displayed. You can easily see if any of these words are negative and investigate those.
In addition, you can see if your customers are looking after a particular feature which is not there yet. Take those insights and integrate them in your next product update and, most importantly, inform your customers that you made the changes because you listened to their feedback! In this way, you will not only make them feel valued, but you will also improve your brand image of a company which cares!
4. Answer questions ASAP
Another way to increase your customer satisfaction is to answer their questions as soon as possible. Therefore, you should always be available on social media in case somebody has a complaint. Do your best not only to solve their issues as soon as possible, but also offer them an apology and if appropriate and applicable – a refund. Most importantly, make sure you know what went wrong and try to prevent it from happening again with other customers. Take this as a learning moment and as an opportunity to improve.
5. Have a customer-centred company culture
Having a customer-centred company culture can make all the difference. Therefore, first make sure that your employees are having a positive experience in your company. This will then radiate to your customers. Your employees are the voice of your brand, therefore show them that you appreciate their hard work. Ask them for feedback on how you can improve and actively implement their suggestions. You will be surprised by how incredibly useful your employees’ feedback can be.
In conclusion, enhance your customer experience by optimizing your social media channels. Thus, you will also create deeper, lost-lasting relationships with your customers, which will increase their customer loyalty and retention levels.