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Better Social Media to Create Personable Customer Experiences

Posted by Char Baker on May 30, 2017

With close to 3 billion active social media users, it’s safe to say that your customers are on social media. More consumers are using their social networks to connect and engage with their favorite brands. In fact, one-third of millenials actually prefer to communicate with businesses via social media (Source: Business2Community).

This preference creates the perfect opportunity to foster brand loyalty, build stronger relationships with your customers, and keep your brand “top of mind” leveraging social media. You’ll enrich your overall digital marketing for your ecommerce business simply by honing how you connect with customer experiences on these networks.

The following outlines four strong ways on how you can better your social media strategy that creates deeper, personable experiences with your brand that gives you the slight edge above the rest! 

#1 Create Exclusive Groups

Social media groups are excellent platforms to build a community around your brand while linking like-minded individuals together. By initiating conversations, you’ll get members involved with your content, encourage feedback from customers, and inspire users to interact with others. It’s also a chance for people to ask questions and glean from other responses.

Create a group exclusively for your customers. Host contests, offer special discounts and share insider information to keep members excited about your community. Post your quality-rich blog posts to give value while driving repeat traffic to your website (thus, improving SEO ranking).

Finally, consider having “themes of the day” to help maintain a consistent content schedule for your group. The key is to make it an interactive environment so people stay interested in your content…and brand.

#2 Go Live!

Did you know that people are spending 3 times longer watching live video versus ones that have been prerecorded? Facebook Live, Periscope, and Instagram Stories are generating massive engagement on social media. Leveraging these tools further humanizes your brand, making you relatable and approachable.

A huge benefit to live-streaming videos is the ability for customers to interact with you in real-time. You can receive on-the-spot feedback, respond promptly to comments, and report trending news that keeps your fans in the know.

You can also take your audience behind-the-scenes at a private event. The options are endless on how to create memorable experiences with your customers using live-streaming.

By segmenting your customers, send an email promoting your next live broadcast. Create an intriguing title to increase open rates and engagement. Also, mention a benefit or two of what users will gain for showing up. You’ll be amazed at how these live sessions will cement trust between you and your followers.

#3 Encourage Customers to Share their Experiences

User-generated content is a killer tactic to gaining new customers for your business. It’s one of the best ways to foster trust with prospects and shows that what you’re doing is actually working. According to Search Engine Land, 88% of consumers trust online reviews as much as personal recommendations. Finding ways to ramp up your customer reviews will work wonders in your marketing and sales goals.

snapchat-socialmedia-marketing.jpgAdditionally, customers enjoy giving their opinion…a whopping 87% of customers share good experiences with others. The key is making it easy for them to share their experiences with your brand.

In your email marketing, follow up with customers after a recent purchase encouraging them to share a review of their order. Include your Google Reviews or Facebook Business Page link so recipients can simply click and share.

#4 Be Social!

The last tip to bettering your social media is making sure that you’re in fact, being social! You see, people crave transparency and authenticity on social media. They also want reciprocity…they enjoy seeing likes on their posts just as much as you do! Personally engaging in your customer’s content is a surefire way to separating yourself from competitors.

These special touches build loyalty and excitement with your brand. It makes you real and relatable…key ingredients to building relationships with your audience.

Here are a few suggestions on being more social with your customers on social media:

  • Like, comment, and share your followers content
  • Highlight customers by tagging them in a post, giving thanks for posting a positive review or testimonial
  • Reach out to customers by sending direct messages. Show appreciation for a recent order, ask for their opinion on a given subject or offer help on how you can assist with their goals
  • Respond to comments or when people use your brand hashtag in a post

Conclusion

Take your customer relationship building to the next level in your social media strategy. Commit to implementing these tactics to delight and WOW your customers. Test your results…keep what’s working and modify what isn’t. In due time, you’ll experience a boost in customer retention, referrals to your business, and a band of satisfied customers who rave about your brand.

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Onestop Internet is an end-to-end ecommerce solutions provider, with a full-service performance marketing agency incorporating the latest social media and content marketing strategies. Contact us to see how we can help your ecommerce business grow.

Topics: Content marketing, social media, Engagement, CX

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