Does Your Business Use Social Media Customer Support?
Look, 83% of consumers prefer to be contacted via social media over older forms of communication. I’m talking about engaging with customers over Facebook, Twitter, LinkedIn, Snapchat, Instagram, YouTube, etc. Whether you use them, like them or not, don’t disregard them. Social media is not for you—it’s for them—just like customer satisfaction. You can’t think about yourself right now but about them and what they want. People like it when you pay attention to them on social media.
Just flip roles: What would you want? If you visited my company and I posted on Facebook that I met you, and linked you, would you not like that? Whether you bought from me or not, whether I was a solution for you or not, you would like that because I’m continuing to pay attention to you. Everyone likes to be paid attention. It makes you feel special, appreciated, and valued.
63% of Millennials stay updated on brands through social networks. The Millennials are influencing the generations above them just like every generation has before them. 51% of millennials say social opinions influence their purchase decisions. By the way, let’s not kid ourselves, everyone is influenced by what other people are doing and saying. Whatever generation you are in people want to keep up with other people.
46% of Millennials depend on social media when buying online. I know when someone responds to my radio ad, they’re not going straight to the website I told them to go to, nor are they going to call the number that I tell them to call. After they hear my ad a couple times and become familiar with my name they’ll check out Grant Cardone on Facebook, Twitter, YouTube, and they’ll search me on Google. This is why it’s critical you control these things. I do a lot of work in the social space to make sure I control that environment to use these channels to communicate with customers wherever they are in the sales process.
Customers who encounter positive social customer care experiences are nearly three times more likely to recommend a brand. Every day someone on Facebook and Twitter is posting something about my books and mp3s because I’m using my audience in a positive way. They know I see them posting because I engage with them there. Don’t neglect this, because this is a huge opportunity that most miss—stand out from the marketplace by doing what others aren’t willing to do. 42% of people will tell their friends about a good customer experience on social and 53% will talk about a bad experience.
The people you need to be concerned with are all the people not talking about you. I’d rather someone say something bad about me on social than never talk about me on social. Obviously, my preference would be for someone to say good things, but say something please. 47% of Americans say Facebook is their #1 influencer of purchases, but keep in mind this can quickly change in the days we are living in. It doesn’t matter if you personally use it or not, or your demographics are on there or not, what matters is that people are talking about you. The old adage “market to your market” is no longer true. You want to market to the planet.
If people aren’t talking about you, nobody knows you. If nobody knows you they won’t pay you for anything. You won’t be able to grow and be great. Customer service is your door to standing out in the marketplace. Whether your company has 5 employees or 5,000, you have to respond to people and communicate with them on social media channels. You will either be looked at or overlooked. 60% of organizations cite marketing as the main function of social channels. You need to flip that—your goal should be to give people exposure on your social channels about them. It flows power to them and gives exposure they wouldn’t normally get. This provides great customer experience.
Never overlook social media. It’s an inexpensive way to get your name out in the marketplace. Use social media to increase customer experience and counter negative customer complaints. Don’t post just once a day, bang on it. Facebook, Twitter, Snap Chat, etc. are great tools for you to provide excellent customer service, increase sales, and grow your business.
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