How to engage customers in social media conversation
July 4th, 2012 by Gary
Technology is evolving rapidly and has changed the way that people interact. Nowadays many customers prefer to speak to businesses online than over the phone or in person. It is therefore important to build a strong online presence, so your customers know that you are available, likely to respond, and eager to hear their thoughts.
Establish the appropriate platform
Businesses today are expected to have a profile on almost every social media site. From Linkedin to Facebook, Twitter to Pinterest, customers are getting involved in social networks, and are likely to respond if you do too. However it is important to determine the appropriate platform for your audience – if it’s a brief, fun update, 140 characters on Twitter may be enough, but for more extended engagement you may want to consider platforms which allow you to express yourself more coherently.
Ask open ended questions
Don’t just tweet/blog/post at your followers – ask them for their opinion. This is one of the key ways to engage people in your online conversations, and great for customer service. Reply to as many people as you can and assure them that you have taken on board their feedback. This will help you to develop a positive reputation, and a repertoire with your consumers.
Include a call to action
Although being too ‘salesy’ in your social media posts can be somewhat off-putting, it doesn’t hurt to include a call to action at the end of a relevant piece. If you’re discussing an issue or topic in your particular industry, it’s important for the consumer to know that you can offer further insight and advice.
Tags: customer engagement, facebook, LinkedIn, pinterest, social media, social media conversation, twitter