Why social media customer care is important in retaining loyal customers and positive brand awareness
With all the noise and saturation of businesses and brands online vying for more clients and customers, there is one guaranteed thing that any smart digital marketer can do to stand above the noise to build and keep their network of buyers: social media customer care, or SMCC.
Although most business owners today are familiar with the concepts of digital marketing and customer relations management (CRM), the concept and successful application of SMCC isn’t quite as widespread. In light of ever-increasing volumes of competing brands getting online, the wiser business owners should be shifting their attention to reaching out to their customers when it matters the most, addressing their questions, problems, and concerns.
Social Media Customer Care (SMCC) vs. Customer Relations Management (CRM)
According to the information from this data sheet by UK Website Builder, brands send an…
Do your social media priorities align with these key social media trends?
In a short span of a decade and a half, social media has taken over the world. It has exploded its way into our lives and and the way we live.
Social media platforms have reached a 37% worldwide penetration, and 73.91% of all internet users are social media users. Irrespective of who your target audience is, there’s no ignoring social media as a marketing channel.
Social media marketing has evolved rapidly, during its existence.
When Facebook was launched, simple posting, even once a day, would yield businesses massive reach and impact. Today, organic post reach is at an all time low, and declining.
With the crowd of new users on social networks, platforms like…
The social media from brands you see is only the tip of the iceberg. Over 90% of social is 1:1
A new report from Spredfast shows how massive the disparity is between how much content you see posted by brands on social media and the vast amount of 1:1 social media customer care they are constantly involved in.
They studied the fourth quarter activity and performance of 50 major brands for their 'state of social' study. One of the most interesting finding in the research is how much of big brand's social content is 1:1 interactions rather than broadcasting to the whole followership.
1:1 Vs 1: many
The research examined every tweet from top brands accounts and sub-accounts (e.g. @ebay and @AskEbay), a total of 1.3 million pieces of content. The results show quite how critical social customer care has become.
Overall, 93% of tweets in 2015 were not meant to be seen by…
Manage negative comments effectively and leverage positive ones to protect and promote your brand
Research shows that 3 out of every 4 consumers rely on social networks to guide purchase decisions while nearly 85% of them read up to 10 online reviews before they can trust a brand. Going by these statistics, it is absolutely important for you as a brand to pay close attention to mentions, comments and reviews on social media and deal with them effectively.
It all begins with listening
￼￼￼Unless you have a system in place to keep track of all the comments and mentions about your ￼brand, managing them effectively is going to be an uphill task. Here are 5 tools to help you monitor your mentions and comments:
￼Hootsuite allows you to keep a tab on specific keywords and hashtags…
The road to social customer care excellence
Social Customer Care is becoming increasingly important both for larger brands and start-ups. Get it wrong and you can be faced with serious PR problems, get it right and you can generate an engaged and happy customer base that will become loyal customers.
Online is often the first place customers look for support now and often it's not the company website, instead it's Twitter or a specialist support site like Get Satisfaction. If you can get web self-service right it can offer great cost-savings and satisfied customers.
Success in social customer care requires planning and the development of a strategy, as well as removing silos that stop teams communicating with each other effectively.
Martin Hill-Wilson's Social Customer Care Master Class guides participants through the 15 competencies that create the foundation of successful social customer care programs.