For many people, social media has become their primary way of communicating with the brands and businesses they support. Social media should act as a conversation between your brand and your customers. This means that your business always needs to be available to respond to your costumers. The faster the response the more that your customers will value and trust your business.
Firstly, it is important to understand that social media is a human space. This means that the way you respond to your customers’ needs to be conversational. By being conversational you promote an ongoing relationship on your social media networks.
To create meaningful conversations it also pays to be proactive. For example, you could ask your social media communities how you can improve your business offering or what they love most about your product etc. This will show that you care about improving your product or service for your key stakeholders. This will also create meaningful and creative solutions to improving your business.
Posting content that is sharable and prompts your audience to interact is a great way to drive conversations. Think about linking content that is in line with your product or service to more general internet content. If you can create content that adds value to the lives of your constumers, even better.
If a customer has a problem or concern, it is important that you respond with a solution in a timeous manner. Social media should be a quick way for your customers to gain significant information without having to go through the usual hassle of call centres and emails. By responding to issues in this manner you will drive a positive conversation about your customer service. This will have a long lasting impact on how your customers view your business.
Create meaningful conversations on your social media networks is not an easy task. It takes considerable time and effort to create a system where conversations around your brand take place. The benefits of having an active social network can have far reaching consequences for the overall health of your business.