Engaging with customers can be daunting at first, but if you understand that your goal is to build a relationship and not just make a sale, it can also be very rewarding. Making meaningful connections with your customers is the best way to learn how to serve them and improve your company. If you haven’t already done so, it’s time to get to know who your customers are.
As a social media marketer, you can leverage the inherent social capabilities of each platform you use to build genuine and meaningful relationships with your audience. Build trust and goodwill between you and your target customers can lend insights into how your company can more effectively cater to their needs.
Here are a few tips better to connect with your customers:
Be Friendly with the Customer
It is imperative that you always maintain a professional presence whenever dealing with customers, but that does not mean you cannot be genuinely friendly as well. The worst thing you can do is sound like a robot. The reason you are in this position is to offer a human capable of understanding and compassion. 79% of customers want to know that the brand cares about them before they will buy it. As a social seller, you are the one best suited to show that care.
Listen, Then Talk
The first step of letting customers know they matter to you is listening to them first. Too often we fall into the trap of focusing on what we want to say. However, the key to success on social media is to listen to everyone else first and then honestly respond to their concerns and needs. When people feel like their voice matters they will be much more likely to buy into your brand.
Show, Don’t Tell
It’s one thing to say that the customer matters to you, it’s another thing to prove it. Responding quickly to messages shows that you are actively looking for their feedback. Personalizing each conversation, rather than sticking to a script will also show people that they mean something to your company. And, of course, making the most of any feedback you receive will show your customers how much they matter to you.