Social media requires involvement.
Social media is an excellent medium to spread the word about your business and attract customers. It is being used by all businesses across the globe for the same reason. However, some people fail miserably at using social media. Whether it is Facebook or Twitter or any other platform, it is important to understand a few things. Firstly, you should note that social media will not give you instant results. In fact, no organic means of marketing is capable of giving you results immediately. Secondly, you cannot expect social media to help you get more clients when your offerings are not on par. You should focus on offering the best products/services before you start focusing on marketing. If your products are bad, no one will buy from you no matter how active you are on social media.
If you can do these two things, you should learn the secret of social media success. The good news is that it is no big secret. The bad news is that you might find it very taxing once you grow. Experts say that it is your responsibility to be highly responsive on social media. In fact, you should be so responsive that you reply to every single message that you receive. You will be taken aback to know that over 60% businesses don’t bother with the messages customers send to them. Beginning to answer questions of your customers, thus, will automatically give you a thick edge over others.
Regardless of what type of message you receive (except spam), you must make it a point to reply. If you receive a complaint, get to the root of it, and solve it for your customer. If you receive praise, thank the customer for it. If the customer gives you a suggestion, be grateful. Show how much you appreciate the advice – this is regardless of whether the advice is useful. Simply ensure that no message in your inbox on any social media platform goes unanswered. Be authentic and genuinely concerned when you respond so that customers know they are talking to a human being and not a robot.
Yes, you may find this taxing once your business scales up and you have a larger following on social media sites but to keep scaling up, this step is necessary. If the need arises, you may even hire a full-time solely for getting in touch with customers through social media but ignoring messages will put you in bad light.
On social media, it is important that you respond to all messages except the obscene ones so that your customers know that you are listening. Every message that goes unanswered stymies your growth because no one really likes being ignored, especially when they are complaining or have concerns.