Dave Toliver at Mashable lays down the basics to get your social media followers to get involved, excited and raving positively about your company to their friends.
Here the key strategy points he suggests to adopt:
1. Give Your Customers a Place to Talk
Some companies are afraid to set up Facebook pages because they allow customers to comment, which means someone might write something negative.
When customers complain on your brand’s Facebook page, you can respond and resolve issues.
2. Integrate Social Media Into Your Customer Service
...Don’t open up the floor for complaints without a plan to handle them. Predict the complaints you may get and construct policies for replying to them. You should also plan on responding to fans who compliment you... But if you really want to make customers happy, show happy customers your appreciation with coupons or other rewards.
3. Activate Your Existing Customer Base
...Think about how you currently contact your customer base and how you can use those communication channels to draw customers to your social media properties.
4. Be Proactive
Set your brand apart by proactively interacting with customers who are talking about your brand, whether you’re thanking them for a compliment or helping them solve a problem.
5. Reward Influencers
Find the social media influencers for your audience and give them extras. This could be as simple as giving them advance notice of a special promotion, or complex as giving them a free trip and tour of your facilities.
6. Create Compelling Content
Give your fans something of value on your page.
7. Stand Out From the Crowd
By giving your fans a true voice on social media, or encouraging participation through photos and videos, you humanize the experience that much more.
But there is a lot more advice, example and tips in the full original article. Check it out here: http://mashable.com/2011/11/03/social-customer-experience/
Right on the mark. 8/10
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