In the good old days customers would communicate with you via letter, phone or in person. Today things are very different. Now they can send you a tweet, post a comment on your blog or leave you a message on Facebook.
In the past if someone was unhappy with your service the ‘bad press’ was usually limited to a few of their friends and family (unless it was seriously bad service and the wrote to the Editor of your local paper). Now a single tweet or Facebook message could potentially be seen by millions.
Now, more than ever, you must have procedures in place to deal with social media communications. You have to think about how you will monitor them, how you will respond to both positive and negative comments and how you’ll interact with your audience.
Enhancing your online reputation is essential in todays transparent culture. Here are 3 easy things you can do to make sure your company holds its head up high and shines.
1. Thank you
Manners cost nothing and a simple ‘thank you’ can be a very powerful tool.
When a follower retweets you, leaves a comment on your blog or sends a referral to you, thank them. It doesn’t take a lot of effort and shows that you are listening and that you care about your customers. And in the eyes of your customers, that translates into the image of a company they want to do business with.
But you don’t just have to keep an eye on your social media platforms. There are many other ways you can be talked about online so it’s important to monitor the internet to find out what’s being said. There are a number of tools out there such as Google Alerts which will email Google results based on your query or topic.
Or Social Mention which works in a similar way but searches social media channels.
Using these tools will help you keep track of what people are saying about you online so you can see how your brand is perceived and, as a customer service tool, enables you to solve issues quickly before they get out of hand.
Loads of people blog so that should tell you its a valuable tool to use within your business.
Not only does it allow you to own more of the web, it also is a great way to add value to your customer relationships because you can offer them tips and advice that will make their lives easier. Plus it will help position you as an expert in your field which is always good.
But the trick is to ensure you write stuff your readers want to learn about. If you are a building firm and blog about holidays, you’re not going to be adding value. But if you wrote about important issues in your trade, design ideas etc., you would create a connection with your readers and inspire them to make the most of their homes.
Take this blog for example, as a freelance copywriter I not only write about copywriting but also general marketing issues, social media, brochure copy etc., which are all topics business owners find useful. Therefore not only do I get traffic to my website, the people that come also find the experience useful.
3. Focus on benefits
Whenever you write about your products or services, always focus on your customer; why they will benefit from it. By writing for them you are showing that you understand what’s important to them and want to help them achieve that.
Showing that kind of connection will identify you as a company that cares about its customers and not just its profits. And let’s face it, you tend to buy from people you like and trust. So if you come across as arrogant people aren’t going to buy from you.
When marketing your business it’s all too easy to get wrapped up in it and lose sight of what’s really important – your customers.
Make sure they are at the forefront of everything you do because without them you don’t have a business.
Interact with them, thank them and go out of your way to make sure they are happy. Use social media to your advantage.