In this day and age, customer satisfaction is more important than ever. Between the Internet, social media and multiple online review sites, you can’t afford to anger your customers. In the old age of business when a customer was upset with a product, he or she might tell a few friends and let it go or write your company a letter of disapproval. In the new age of business, all it takes is for one negative experience for an angered customer to tarnish your brand online. According to a survey conducted by Dimensional Research, 90% of consumers say that online reviews influence their purchasing decisions. In addition, 84% of consumers trust online reviews as much as a personal recommendation.
So what does this mean for businesses? You need to have an active presence online to reach both new and existing customers. That way, the minute that something negative comes in, you can handle the situation as quickly as possible. Potential customers will see that you value feedback and are trying to improve your business. Use our tips below to keep your customers happy online.
How to Improve Relationships with Your Customers Online
1. Monitor and Engage with Your Audience
By constantly monitoring review websites and social media platforms, you can stay up to date with what is going on in your market and react to any mentions of your brand or products. By responding to positive feedback, you build a more personal relationship with your customers. Hopefully, this will turn them into lifelong customers and brand ambassadors for your company.
You also have to respond and react to any negative feedback you may receive. Most problems customers have can be quickly solved if you are polite, responsive and genuine to them. By responding to a negative online mention quickly, you may be able to turn a negative experience into a positive one and regain lost customers.
Many large companies utilize social media to have engaging conversations with their customers. Check out Chobani’s Twitter as an example of great customer service via social media.
@KerstenAmy Sad face. DM us an address and we’d love to help!
— Chobani (@Chobani) December 19, 2016
2. Social Media can be Used as a Focus Group
Have you ever had an idea about a new product or service but you aren’t sure if your customers will like it? Why not use social media as a focus group! You can poll your audience and look at instant feedback to test the waters for new ideas. If your customers react negatively, then you know to scratch the idea without wasting too much time and money.
It is essential for businesses in today’s society to stay innovative and try new things, but without a proper way to measure these endeavors, it can be a waste of time and resources. Not only can you run polls and create posts to scan the market, but you can also track the mood and environment of specific keywords and hot topics that may be relevant to your new idea.
3. Run Contests and Giveaways
Not only are contests and giveaways great ways to gain new followers and fans, but they also help keep you engaged with your current client base. Most people are willing to share your posts or like your page if it means they may receive something of value in return. This is a great way to keep customers satisfied and coming back to your page more.
Trust the Experts to Help You Monitor Your Online Reputation
While all of these techniques are beneficial to your business, they are time consuming and require certain paid platforms and industry knowledge to execute. If you don’t have the time, energy, or experience needed to implement these strategies, you should contact an agency that has years of experience and proven results.
Here at Today’s Business, we have helped businesses in all industries increase their online presence by running successful social media campaigns. We will conduct valuable market research, craft the perfect posts and monitor your online reputation to ensure you have an excellent online presence. For more information on how we can help your business, please contact us today!