Five Tips for Getting the Most out of Your Social Channels
by Jim Whaley, Questback
With so many new ways for customers to share their experiences, the Voice of the Customer is gaining momentum and will soon be more powerful than any single brand’s voice. As a result, organizations spend more time engaging with customers and less time amplifying. Here are five tips to help brands get the most out of social channels.
Establishing an authentic and engaging voice in social media is critical for almost every organization these days. However, with new social channels popping up all the time, it can be difficult for brands to understand what social platforms are relevant to its customers and the best way to approach them.
Social CRM and engagement helps brands redefine customer relationships
With so many new ways for customers to share their experiences, the Voice of the Customer is gaining momentum at the expense of the enterprise and will soon be more powerful than any single brand’s voice. As a result, organizations need to spend more time engaging with customers on social channels and less time amplifying. To help brands get the most out of social channels, I have the following five tips:
1. Go where your customers go
Identify and use social media platforms that are relevant to your customers. Whether it’s Twitter, Facebook, Pinterest, Instagram or elsewhere, people want to interact in environments where they feel comfortable.
2. Strike the right balance
Provide content that is relevant to your target audience on a consistent basis. Evaluate what social channels your brand is using and how often new content is posted – if you are posting less than three times a week consider the importance of this channel to your brand and whether your efforts would be better spent cultivating another channel.
3. Maintain regular engagement
The number of fans or followers a brand possesses is no longer the social media benchmark for success. Customers want to see more than the latest press release or company blog post. Engage with your communities and demonstrate genuine interest in their feedback.
4. Find your brand evangelists
Enthusiastic and influential customers are among the most valuable and can become highly credible in not only promoting your brand, but understanding of how it is perceived by the public. Nourishing this community through engagement can lead to stronger customer relationships and lead to successful launches in the marketplace.
5. Around the world in 80 tweets
If you are targeting a global audience leverage your employee knowledge to provide localized content that will resonate with local audiences. For additional information, check out this QuestBack webinar about Social CRM and how organizations can gain real insight into the audiences they are engaging with through social media channels.
Other content shared by QuestBack
QuestBack, a global leader in enterprise feedback management, today announced that Gartner, Inc. has included the company in a research report evaluating six global vendors in the peer-to-peer customer community marketplace. QuestBack was also included as a Niche Player in Gartner’s 2011 Magic Quadrant for Social CRM. Read Article »
Social media marketing is no longer an experimental field. With fans 5 times more likely to make a purchase than non-fans, many “best in class” companies now view their social media activity from a strategic perspective. Read Article »
First of its kind solution integrates with existing CRM systems enabling a holistic customer engagement and feedback management program. Read Article »
QuestBack, a global leader in enterprise feedback management (EFM) and social customer relationship management (CRM), today announced it has been positioned by Gartner, Inc. as a Niche player in the 2012 Magic Quadrant for Social CRM, 2012. Read Article »
How the power of mobile insights in marketing initiatives can better engage customers, nurture brand advocates, pursue customer-inspired product innovation, and improve overall customer relationships. Read Article »
Leading provider of enterprise feedback management reports 25% revenue growth in 2012. Read Article »