There’s so much noise about social media, that much of it is not helpful. Myths about how and way SMEs should use these networks are can be found just about anywhere nowadays. The information has become so watered down that when people hear about customer engagement and experience, social media is there go-to for feedback and leads. While platforms such as Twitter and Facebook are great starting points for SMEs, customer-centric brands know that being tuned to your clients requires more than just social listening.
Still not convinced? Let’s put it in perspective:
- Only 5% of a brand’s social following actually drives word-of-mouth sales.
- 20-50% of sales are STILL driven by word-of-mouth
- Customers referred by loyal customers have a 37% higher retention rate
Quite obviously, creating lasting, long-term relationships with clients rather than disjointed, single experiences is still tried and true. But with the emergence of cloud technologies and a need for an increase in client engagement, SMEs need to start paying attention to the changing trends in the world of customer satisfaction.
How do you create these types of relationships with your clients using social media?
Make membership count!
Who doesn’t like getting free stuff?!
Make every communication or “ask” you receive a value exchange for both the client and your brand. On the one hand, you’re getting much needed data on what consumers are looking for and that coveted engagement. On the other, have VIP members with access to exclusive content and offers. People love to know they’re being listened to. Give shout outs to people doing great stuff!
From a business perspective, this is cost effective. You can tailor the amount of time and resources depending on the type of membership. Saving you a lot of time and effort.
Enable Content Sharing
If the rise of social media has taught us anything, is that humans are lazy and would rather click a button rather than put a sentiment into words.
The ultimate examples of this phenomenon? The like.
When someone likes or faves your site, what that really means is “Hey! More people should know about this!” But this doesn’t just magically happen when you post your content. Pardon the buzzword, but on social channels, engaging effectively with people requires producing what’s known as “snackable content” (short-form content that is easily and quickly consumed whether on a mobile device or otherwise; like a tweet, short video, or an infographic).
Clock in a little face time.
There’s something valuable about being able to speak to people in-person or over video that adds an extra dimension to your community and adds value to conversations.
There are so many how-tos with social media for SMEs out there that it can get a little daunting. We’re still learning how to use social media to harness the web’s potential. The truth is, the answers to what does and doesn’t work are always changing. What none of us can afford is to sit back and watch it all unfold. There’s money to be made, after all! At Netwyn, we come up with tangible action plans and tips that you can use right now.
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