How big brands use social media for customer care



What used to be the ‘word on the street’ is now the word on the web. Using social media for having a dialogue with your customers is a really effective tool for ensuring that they are happy, and for ironing out the issues that might need to be looked at with growing and maintaining a brand that wins every time. Some of the world’s biggest and best brands have worked out that the best way to engage with their customers is through showing that they are listening. There are a few interesting ways that big brands use social media for customer care, read on to learn how they are doing it.

Back in the day if someone wasn't happy with your product they would vent to their friends over coffee, but with social networking sites such as Twitter and Facebook, they now have a much larger audience for their vent. If you are not listening, it will become very clear, very quickly to customers and could affect your business in a big way. Once the words are out on a social networking site it isn't long before other disgruntled customers add their own judgments of your brand, or how your customer care employees handle the situation and it creates a snowball effect. Social networking could be one of the best things to happen to your brand if you use it effectively and let your customers know that they are heard in the public forum of social media. Look for big brands such as Coke and Vistaprint on Twitter and see how effectively they handle their customer care.

What would it mean for your business if you had someone with their eye on the ball with social networking sites and made it their business to ensure that the only talk about your brand is people sharing their delight about how great you are? Big brands know that the days of pouring all their money into television and print advertising are, while still an effective marketing tool, less effective if they are not making sure than customer feedback on social media sites is positive. Creating a social media site for your brand is a good start to opening a channel for people to be able to speak about how they enjoy your brand and what it means to them.

Brand loyalty, is a two way street, and letting your customers know that you are listening will ensure that they keep coming back to your brand, time and time again. Ensure that you have a staff member, or a team, depending on the size of your brand, whose role it is to keep an eye on your social media site and look for ways to let your customers know that you are there for them. Not only is it important to be aware of what is going on with your brand in the world of social media, but communication will make the difference between whether your brand wins, or fails. Be sure to respond to your customers vents before they spread the seeds of their contempt like a vine that could strangle your business. Big brands are aware that their social media site is the most effective way of ensuring that their customers are happy and that they are doing everything to make sure that your brand is the best on the market. Join the winners club and listen to the word on the web.

Photo taken from the Athgo Blog

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