If you want to delve into the subject to decide where and how to create your customer relationship channel, here below our 3 tips to make the most of social media to build positive relationships.
- First Of All: Listen
People are increasingly willing to comment on a brand. With social media in the palm of their hand, a satisfied or dissatisfied customer can do so very easily and quickly. That’s why it’s so important to be aware of what is said there. What is the best way to get the public’s opinion? Take advantage of social media to develop a proactive customer relationship channel. Do polls, ask for suggestions for improvements, and even encourage people to share their experience with the product or brand.
Just don’t also forget to monitor the mentions that are made about the brand. A customer doesn’t always go to the company or group page to leave a comment. With that in mind, be sure to keep track of mentions made through term tracking tools.
- Respond To All Your Followers
A relationship is built from the dialogue. One party always speaks with the expectation that the other will respond. This mindset must also be taken into account in the relationship between the company and customers. Whether in the feed, timeline, or inbox, if a customer has left a message for the company, he is sure to wait for a response. To manage inbox, direct and comments from Facebook, Instagram, Twitter, and WhatsApp simultaneously, bet on a social media management tool and do everything in one place. But beware, the sense of urgency warns: don’t delay responding to a customer — especially dissatisfied ones. Social networks are fast-acting environments. Respond as soon as possible.
- Think Often Before Deleting A Comment
The first thing we think about doing when we receive a negative comment or criticism is to delete it to “smear” the company’s image and put the problem under the rug. If you know of a brand that has never received a review or comment from a dissatisfied customer, please leave a comment at the end of this post so that we can get in touch and learn a little more about this success story.
But the reality is that the world is not a sea of flowers and, unfortunately, companies often receive negative criticism and comments. As social networks are a customer relationship channel, it is essential to be aware of this type of comment and respond to everyone. Unless you are dealing with a hater (who uses insults, aggressiveness, swearing, and the like), respond with warmth and transparency. And, whenever that’s the case, take the conversation to a private environment (such as inbox or direct). Check https://promorepublic.com/en/ for more information on this.