Having a successful presence on social media today no longer suffices with just a profile or page on Facebook.
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:
- Listen carefully.
- Respond quickly.
- Build a connection.
- Be specific.
- 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 reply on social networks quickly: within a few hours, and even faster for complaints. Measure your own response time and set a goal you can keep (for example, a reply on the same working day). A slow reply is noticed more than no reply, so promise less and keep your word.
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
Be specific. When someone mentions you or writes to you, read what they wrote (the item, the problem, the question) and answer exactly that. Do not collect data about people that you do not need for the reply: even publicly available data is personal data, and the principle of proportionality applies to every purpose.
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.
Frequently asked questions
With a consistent visual identity (logo, colors, font), a clearly described business in the profile description, regular posting of relevant content, and responsiveness to comments. The profile should be optimized with included keywords and a link to the website.
A content plan is a monthly or weekly plan of posts - topics, format, posting time. It prevents the "what should I post today" situation, ensures varied content, and maintains a consistent rhythm that algorithms reward with greater reach.
The number of followers is less important than their quality and engagement. A smaller group of engaged followers who are your potential customers is worth more than a large number of unconnected ones. Focus on the target audience, not on inflated numbers.
With content that encourages interaction (questions, polls, challenges), short videos (network algorithms often recommend them to people who do not follow you yet), a consistent posting rhythm, and interaction with other profiles in your industry.
Social networks are part of a unified marketing ecosystem - content on networks drives traffic to the website, email builds relationships, ads acquire new customers. An integrated approach is more effective than each channel separately.
My name is Anže, I am a certified Magento solution expert and the maker of several award-winning online stores. I am the architect of all Degriz projects.
Write to me →
Reading
