Social Media Presence

We must constantly manage our presence appropriately. The key focus of social networks lies in two-way communication with customers.

Do you know which content works best on Facebook? Posts supported by photos - after all, we are visual beings. Emotions, entertainment, nostalgia, arousing curiosity with questions, current events, promotions, discounts, contests; all these influence us.

Delight Your Customers on Social Networks in Five Simple Steps

If you use the internet, you must know these five steps that everyone follows to delight their customers. In customer interactions in online sales, presenting your company, and also in private use, these steps are the key to success. With them, you will gain credibility, reputation, and customers will gladly return to you because they will always leave satisfied. These five steps represent the golden rule for those who are aware that a continuous presence on social networks is a significant competitive advantage.

I suggest you write down the steps on a piece of paper and keep it with you. They will be useful when you don't know how to start a conversation with a customer or when you notice that both parties are becoming dissatisfied. It might also save you some difficult hours in your private life.

The steps are quite simple:

1. Listen carefully.
2. Respond quickly.
3. Build a connection.
4. Be specific.
5. Use the customer's name.

1. Listen Carefully

Listen, listen, and listen again. Focus on what the customer is saying rather than on your response. Make an effort to understand. By listening, you will gain important information and thus establish a relevant conversation. Be aware that we listen:

• with the purpose of learning,
• informing,
• understanding, and
• gaining information.

When responding, internalize the approach that everything is just a hypothesis and that you are also fallible.

It's better to be suggestive rather than instructive. Avoid phrases like "certainly" or "undoubtedly" and replace them with "maybe," "I think," "at this moment, it seems to me."

Social networks are interesting because people who tackle certain issues are more influential than mere brands. Also, keywords are more important than the brand. So, it is necessary to listen to someone else, not just influencers.

2. Respond Quickly

Customers expect a response via social networks in less than an hour. Fast responses are of utmost importance; in some places, posts are measured in minutes.

In general conversations, 53% of social media users expect a response in less than an hour, and in the case of complaints, this percentage rises to a staggering 73%. Dissatisfaction begins to appear after 60 minutes.

What happens if you don't follow this?

You have probably heard: "I will tell all my friends and acquaintances." Through social networks, both positive and negative words spread quickly.

3. Build a Connection

For someone who contacts you and initiates a conversation with you through social networks, it can be a special honor and privilege. The conversation appears on hundreds of other profiles and accounts connected to it. When someone decides to start a conversation with you, be grateful and respond as soon as possible.

If possible, be connected with your audience via social networks 24/7. If this is not possible (understandably), notify customers of your availability. You can easily do this through posts. When you are available, write a post: "Good day! Today, I am with you, John Doe, how can I help you?" When you are no longer available, post a farewell message: "Goodbye, see you tomorrow!"

4. Be Specific

Specificity yields good results in email marketing. The highest open rates have specific or even personalized email messages. All the necessary information for the best execution is provided by social networks. When someone mentions you in a comment or sends you a message, check the user's profile. There, you will find key information about the user's place of residence, their website, favorite sport, education, interests, employment, and other essential information. All of this will help you formulate a personalized and specific response for the user.

Such personalization of responses will refresh and elevate your conversations from the gray, everyday average.

5. Use the Customer's Name

A person's name is the sweetest and most important sound in any language. (D. Carnegie)

Directly addressing with the name and even using the name several times during the conversation is considered one of the most important triggers in marketing.

In general, obtaining the name of the customer in their personal profile is not difficult, unless they hide behind nicknames. Therefore, always check the customer's name before providing a response. Also, be careful not to make a mistake with the name, as we all know how awkward it can be, especially in private life.