Social media plays a significant role in every business. It is hard to imagine a modern business that does not appear on any social media platform. Social media has a lot of benefits to offer to business. One of many is building stronger relationships with customers, which is one of the most important things when it comes to strengthening your brand and creating loyal customers.
Establishing the right connection with clients is the only way to build trust and build a stronger customer base. Unfortunately, most of the companies do not pay attention to building customer relationships through social media, or they only use it for marketing. A recent survey found out that 76% of customers are more likely to buy from a brand that they felt some kind of connection on social media.
Relationship building with social media is very straightforward, and all you need to do is follow these simple steps.
- Listen before you talk
In order to provide helpful or informative content for your customers, it is necessary that you understand their needs. Unfortunately, there are a lot of brands that still have a rugged approach, and they do not get involved in conversations unless there is a benefit for their company.
There will always be people who want to give compliments about your brand that are not always true, but about %50 of the people who are trying to contact you, want to be herd. This means that you must be part of their conversation and understand their problems before you engage with them.
In most cases, the customers will point out something that they have an issue with, and you didn’t even know that issue existed.
- Improve your response time
As we live in a fast world, it is evident that people demand answers quickly. Fortunately, nowadays you can establish and easy way to communicate with customers through modern technology, and always be available for them. According to recent research done by The Social Habit, 32% of customers on social media expect a respond within 30 minutes.
It is essential to know that the anger from the customers who didn’t get a response fast enough can seriously damage your brand on social media. This can also improve your conversion, and more people will like to buy from your brand since they receive better treatment than your competitors.
- Show that you are human
A lot of brands fall for the same trap where they have strict rules to follow and always apply their business voice. However, this is not helping your customer relationship strategy. You need to present your company like every ordinary human being, and not some faceless corporation without a heart.
There are plenty of things you can improve, such as introducing your staff with bio, names, and photos, always apply the friendly and fun tone in your messages, add emojis, and etc. In other words, you must respond naturally like you are having a conversation with your friend.
- Personalize your conversations
This is an excellent way to build customer relationships. People feel emotionally connected with some brands if they apply some personalization in their conversation. This means that you need to use their first name in conversation, sign your comments or conversation with your name, not your company, be friendly and let your customers know that you are there for them, respond to feedback, wish someone happy birthday if possible and etc.
This will massively improve your relationship with your customers and boost your brand on social media.
- Reward your customers
The reward system has been working for a long time now, and it is still one of the best ways to show customers that you care about them. There are a lot of ways to reward your customers, such as creating competitive posts, reward your most loyal fans, send gifts to someone’s birthday, create polls on story and etc.
By publishing reward giving content, you will build better relationships and, at the same time, reach more people on social media.
These are some of the best ways to improve customer relationships on social media. You need to establish a connection with your customers just like a horse and his jockey must have a bond to get higher in the Kentucky Derby odds. Every brand needs to have a team that will take care of such things in order to succeed in this competitive market to establish a better online presence.