Discover how to turn a negative review into a positive opportunity to open a dialogue with a customer and make the situation right.
Have you tagged a brand in an Instagram story or post and received a response from the brand? If you have, you probably can relate to how cool it was to interact with one of your favorite brands online. Attracting and retaining a loyal audience should be a priority in any social media strategy. Dedicating time to building your online community will create a network of users who are ambassadors for your brand. In order to establish and nurture that relationship, you have to generate a sense of community. 71% of consumers who have had a good social media service experience with a brand are likely to recommend it to others. Customer service doesn’t just take place over the phone or in a store anymore, it’s also necessary on social media.
The days of going into a store and having a conversation about a product are phasing out. With online communication so present in this digital age, more people prioritize that over face-to-face communication. With increasing popularity in this communication style, Facebook published a new report showing just how much of a benefit it yields for businesses.
According to Hootsuite, 80% of the Food and Beverage Industry uses social media instead of traditional marketing to nurture leads, improve ROI, and stay in the know about customers- and competitors.
If you can create an emotional connection to your food, drinks, or ambiance, you will not only gain new customers, but you will retain them.
If there’s one major area of any Social Media Strategy that we would have to choose to be the #1 to focus on, it would be building relationships. Whether you’re sending messages to them, or receiving their message, you’re creating a community. Is this community a positive place? Are you responding to ALL inquiries, comments, or questions? If the answer to any of these questions is no, it’s time to take a look at your brand is extending the Customer Service arm online.