Social media is a great way to let customers know everything about your company that you want them to know. Unfortunately, many companies have no idea how to properly use social media to manage their brand. Some companies are under the impression that social media should simply be used to announce things like special sales, or to remind customers of the services that you can provide to them. While these are both good ideas, there are several other ways that your company can use social media, and all of them will help to increase business and interest in your company.
Customers Love It When You Interact with Them
Many companies use social media sites such as, Facebook, Twitter, and YouTube as a means of letting potential customers know about what types of goods or services they provide Unfortunately, some of these companies never actually bother to interact with their customers. There are countless company pages on social media sites filled with unanswered questions by people hoping to interact with someone from the company. When a customer attempts to start a dialogue with a company and gets ignored, they will lose the desire to do business with you.
Use your social media sites to interact with your customers. You should still make any relevant sales or services posts, but don’t let it end there. Show customers that human beings work for your company, and that you value their business. If a customer leaves a complaint, a compliment, or asks a question, reply back to them. Even if there is nothing you can do to fix whatever the complaint is, acknowledge that the customer has one, and apologize for it. Show gratitude for compliments, and answer any questions that you receive. In other words, show your customers that you care. When customers feel appreciated, they are more likely to do business with you, even if they’ve been upset about something that happened with your company in the past.
Contests, Giveaways, and Prizes
There are few things better than free things, and when you offer free or greatly discounted items or services to your customers, you will quickly become one of their favorite places of business. You don’t have to run a contest every week, but you should definitely consider giving back to the people who help keep your company in business. If your company is just starting out, start with small prizes or giveaways that won’t cost you a lot of money. Things like t-shirts or gift cards can be a great way to have customers generate interest in your social media sites.
If you’re going to do a contest, make sure that you have everything completely organized well in advance. Customers despise disorganization, even when they’re getting something free. If you don’t want your customers complaining about unfairness in your contest, make sure you have the rules of the contest posted online, and explained in a simplified manner.
Less is More (But Have a Designated Space for FAQs)
Don’t get carried away with numerous posts on your social media sites. Even if a customer loves your company, they will be quickly un-follow if it seems like your posts are swallowing up every other post on their feed. Customers like to see a variety of different posts on their favorite social media sites, so try to limit what you post and how often you post it. Websites such as HootSuite allow you to schedule your posts, so that you aren’t overwhelming your social media followers.
You also want to make sure that you’re not annoying your followers by answering the same questions to customers over and over again. Having a frequently asked questions page on your company website or social media site will definitely come in handy, so think about some questions you’ve received in the past, and make a FAQ (the sooner the better). Social media is great for managing your brand, and best of all, it’s free.