When it comes to social media marketing objectives, customer relationship management is not always a high priority for many marketers. However, if you are not already using your social media profiles to manage customer relationships, now is the best time to start. Putting aside or completely leaving out social media in your strategy can have serious negative impact on the reputation of your brand.
It is the exceptional brand experience that gets customers to refer you to others and ultimately come back again. And not maintaining good relationships with your customers can result in poor brand experience. Having an effective customer relationship management strategy makes it possible to benchmark, track and engage with customers across all social media platforms to provide them with better experiences.
Track Customer Journey
Like any long-term relationship, your customer relationship management strategy should also invest in the future. This means you need to track likes, conversations and other engagement metrics to build long-term relationships. At this stage, it is more important to foster current relationships rather than getting new customers through the social media platforms. But if you are looking to attract new customers, you can Buy Real Twitter Followers, Facebook likes and fans for other platforms. Keep tracking you buyers’ journey through each stage to convert one-time customers into fans and then into advocates. You can know your brand’s relationship with customers, prospects and leads, and engage with the audience when they need you. Connecting with your customers at each step is essential to your social media customer relationship management strategy as well as brand’s overall success.
Interacting and engaging with the customers on social media does not only mean responding to users who compliment or praise your company. If you want to avoid losing customers, then you need to make sure you respond to both, positive as well as negative sentiment at a faster rate. A great customer relationship management strategy involves meeting and greeting customers at every of their buying journey. This means that you cannot ignore negative engagement and comments from the audience.
One of the simplest ways to improve the strategy is to increase your response time to customer complaints. Often, customers do not like waiting and when not given immediate response, they tend to think negatively of the brand. Although, it may put a bad impression of your company, you do not need to worry about receiving too much negative sentiment because you can turn them into positive experiences by apologizing immediately and satisfying the customer. The last thing that a brand wants is to lose their customers because they failed to respond to a negative Facebook comment or tweet on Twitter.
Keywords & Hashtags
Hashtag and keyword analysis is one of the best ways for marketers to discover conversations, mentions as well as users. Most of the time, this analysis can help brands locate opportunities that they couldn’t have found otherwise. To be more specific, hashtags enables users to categorize content, which makes it easier for others to find relevant content by searching for specific tags. Analyzing particular hashtags and keywords also allows a brand to locate potential customers who might have not fallen through the traditional sales funnel. You can use the following tricks to reach off-the-radar customers:
- Track branded keywords
- Track misspellings of your brand
- Track industry keywords
- Competitor keywords
Maintain Consistent Brand Voice
Lastly, it is important to keep a consistent brand experience across all social media platforms. To do this, you need to maintain similar brand voice and social interactions. For instance, if one of your channels appears to be very responsive and caring with incoming questions, while another is completely silent, this can result in customers turning away from your brand. Maintaining a consistent brand voice also helps you promote your overall identity.