Businesses need to realize, in addition to generating new leads, many businesses are currently using social media effectively for customer service.
Social media marketing has proven to be effective for generating leads and gaining new customers, unfortunately many businesses are using social media marketing as an outbound broadcast channel, as if social media marketing was part of the “old school” traditional marketing (interruption marketing) channels. Those businesses will find very limited if any success in that activity.
Social media is becoming popular for effectively handling customer service. In the old days, if we had to contact a business, we used to reach out to our phones and give them a call.
We would then have to find your way through the maze of options, then after about 10-15 minutes of listening to some music that would be played while we waited for a human to take our call or worse yet you may have been routed to a call center (in India or Phillipines or wherever they could get the lowest cost labor) then after about 10-15 minutes of listening to some music that would be played while we waited for a human to take our call. After all this you were fortunate if you even remembered why you called?
But times have changed. The social media revolution started and we got Facebook, Twitter, Linkedin, Google + just to name a few. Now with social media, people can tweet their complaints to these businesses directly and openly! The most important aspect is that this is out in the open which could potentially damage the reputation of the business. So, with the presence and availability of social media, businesses are now forced to respond to ensure that the complaint doesn’t get out of hand.
Now days, whenever, a customer has a complaint or wants to contact a business, the first thing they do is check to see if the business has twitter handle. If the business does, they tweet the question or complaint to the business directly instead of going through the phone maze.
So now a businesses must have a social media presence and is required to monitor the social media channels (twitter, Facebook, etc). Why, because most social media users say a company’s social media activities make the company appear accessible and responsive. ( you don’t want to appear non accessible or non responsive to your customers!)
If you don’t have the time or resources to do your social media marketing yourself, then we can help you with your social media marketing.