Outside of getting your business’s message out into the digital world, social media is a fantastic place to interact with potential or current clients and customers in real-time. Engaging with comments, direct messages, and likes shows your customers that there are real people behind the computer screen, especially when it comes to local businesses.
Here are Sperling Interactive’s top 10 tips for customer engagement via your social media channels.
There’s no use in trying to get the entire world wide web to like your page and interact with your social media content. It won’t happen.
Instead, take some time to brainstorm topics, questions, and ideas that your followers would find appealing based on your business and target audience. Ask yourself, “why are users on my page?” and “what information are my users seeking?”
According to Julie Meredith from Forbes, “If your audience doesn’t feel connected with your brand beyond a transaction, they are more likely than ever to switch to the next best option.”
Your posts should answer these questions, providing snippets of useful information to create trust between your brand and followers. You should also be engaging with users inside your posts’ comments section, letting them know that you’re reading, responding, and taking into account their praise or constructive feedback.
Staying up-to-date with the latest trends and current events is the best way to keep your content relevant and engaging on social media platforms, if applicable.
No, we don’t mean that you should be keeping it “on-fleek,” in the comment section or referencing current events that have no impact on your business. However, posting content relevant to your business lets your followers know that your company is changing and evolving with the times, alongside your product and/or services. Keeping up with the conversation enables you to engage with your audience on a more personal level, and again, helps to build that always important brand trust and loyalty.
One of the best ways to keep your content relevant and exciting is to create or download a holiday calendar, such as the National Today calendar. There are so many different (and goofy) national holidays each and every day to use as fun content ideas and even promotions.
When calling for audience engagement or asking for customer feedback, be sure to ask thought-provoking, open-ended, and exciting questions. Avoid questions that can be answered by a simple “yes” or “no,” because most of the time, that’s where the conversation ends.
Keep the conversation going! Social media is an excellent opportunity for your business to gain true and ethical, nitty-gritty insight into how your customers think, act, and, ultimately, make purchases.
Comment sections, DMs, and tweets are an easily-accessible way to call out to your audience, allowing them to feel like they’ve helped form your products or services, building loyalty, and trust.
Posting with passion and enthusiasm makes your business relatable in the eyes of consumers. It shows that you have a voice behind the screen, a sense of humor, and, most importantly, empathy for your audience.
For most, the relationship between consumer and a company is a black mirror stripped of emotion with only the goal of obtaining your dollar.
Getting on social media and posting stimulating, informative, and useful content breaks that belief. When customers are excited and engaging in your content, you’ll be the first brand they think of when they require a new product or service.
Social technology comes with many harmful byproducts: comment trolls, toxic feedback, and nasty misunderstanding plague our social media environments dissuading many from utilizing social platforms as business engagement tools.
But that’s not everyone, and you should block it out.
According to a 2018 GlobalWebIndex study, “54% of social browsers use social media to research products.”
For many, when you post exciting and relevant content on your social media pages, you’re inviting excellent and loyal users to engage with your business on a personal level. In fact, 19% of social browsers have asked a direct question to a brand on social media.
Facilitating this trust will open users up to give you powerful and valuable feedback, positive or negative, to make your company, products, and services better.
Yes, block out the trolls, but ALWAYS engage and listen to your audience. If you post with passion and information, ask the right questions, and offer respective responses, your customers will tell you what they want, what makes their lives more comfortable, and, most of all, what they are willing to purchase.