Responding To Customers Online
It should be a respected rule of thumb in social media marketing that those who have
a good experience will tell a few people, but those that have a bad experience will tell as many people as they can. Hence, one should take great care when responding to customers wants and needs as well as their questions and concerns especially online. In regards to this rule, there are seven general rules to follow that will help maintain a positive relationship with online customers.First of all, the best way to approach social media marketing is seriously. Take customer comments seriously and respond to them quickly. When people comment on a web-site, they are making a statement that not only the company will see, but the customers will also be able to review the comments. If negative comments are dealt with in a timely manner, little time is allowed for the problem to swell.
While it is important to respond to complaints quickly, it is a terrible idea to auto-respond. Auto-responses are easy to recognize because they are impersonal, canned, and clearly state to the customers that personal care is not being taken in regards to the problem. In order to avoid this, call on the staff to respond to complaints, especially those that are working closely with the particular customer that is positing the complaint. This gives the customer a feeling of community and personal care. The internet makes it possible to connect with customers on this level without anyone leaving his or her home.
Yes, it is important to avoid seeming impersonal, but it is also important to keep personal feelings out of the issue. Be professional. Customers may be emotional and scathing, but that does not mean that they cannot be appeased with a calm and professional response that addresses their needs. Thus, responses should be professional and succinct. Social media marketing allows for people to quickly garner information. Long drawn out responses will cause customers to lose interest. Expedition is the keyword for social media marketing. Get to the point quickly. Gain their respect, and keep them coming back.
Finally, thank the customer and fix the problem. Customers that lodge complaints are not being ornery; they are helping companies meet their needs and allowing businesses to fix problems before the problems destroy them. Social media marketing makes it easy to note and fix problems because it allows for immediate dialogue. Thus, customers that point out flaws or make complaints about weak points are aiding in the process of business growth. By thanking them and addressing their issue, you communicate that their business is important to you, and you keep them coming back. Never forget to say thank you, and amend the mistake.
Social media marketing is the marketing of the future. It is here to stay for a while at least. Every day businesses thrive or die through the choices they make that deal with social media. Follow these simple rules to make this flourishing new medium work for you.
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