1. Social media helps you deliver better customer service
Twitter is often a first port of call for many customers who have pre-sales or support related questions. Leaving customer questions to go unanswered makes a business look unprofessional and like they just don’t care, so it’s crucial that you are visible on the social networks that your customers are using, and that you are regularly monitoring all of your channels for brand mentions and customer questions.Real-time communication helps to make happy customers which in turn creates brand evangelists who drive positive brand sentiment. I’ve seen customers converted time and time again thanks to businesses answering pre-sales questions promptly; being active on social media really is a great way of positively influencing sales.
2. Social media drives brand building & differentiation
Social media makes it easy to improve brand awareness and build your brands identity. You can effectively establish your brands personality and give your business a human voice that people can relate to.Connecting on an emotional level or showing some personality are both effective ways of helping your brand stand out from your competitors.
3. Social media helps you to manage your reputation
Managing your reputation online is a critical part of any marketing strategy and social media provides you with a fast and effective way to do this. When dealt with swiftly and sensitively comments and complaints can be dealt with effectively, this instant feedback demonstrates high levels of customer service and can effectively diffuse negativity and resolve any issues that the customer may have.Negative sentiment can often be turned into positive in a very public way. Such a visible demonstration of strong customer service and problem resolution can have a very powerful effect. The customer is now happy and won’t go on to post bad reviews and warn their friends not to use the company, instead, they are more likely to tell them that the company provides great customer service.
What are your reasons for using Social Media in your business?
http://www.socialmediatoday.com/content/8-compelling-reasons-why-you-should-be-using-social-media
By Shell Robshaw-Bryan
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