Social media has become a valuable platform for Brands to interact with their customer base in recent years. As more consumers are logging on to research products Brands are fighting to find the most effective methods to utilize the power of the online community.
Ask any consumer if they’ve been impacted by social media when choosing a brand and the answer will be a resounding YES! Further to that the message that Brands share is key, when a consumer finds a brand that actively interacts in a genuine manner it leaves a lasting impression.
Ask yourselves if your customer trusts your online presence, when you can answer in the affirmative you’ll know you’re using social media to it’s fullest potential.
Sharing Your Brand’s Expertise on Social Media
A consumer trusts a brand because they believe the brand is the expert in their field. Social media provides you the opportunity to share you knowledge in a variety of ways on any subject relating to your brand. If all your are doing is sharing promotions and advertisements you’re missing the true value of interacting.
Provide your followers with information rich content, use photos to display your brand’s message quickly and be available to respond to comments. Remember that each of your social media interactions are valuable to your brand, by igniting discussion you have the opportunity to establish yourself as a leader.
Reflecting Brand Transparency via Social Media
Historically brands have valued word of mouth advertising to bring in new customers. With the advance of the online market the reach of word of mouth marketing has been magnified to unlimited potential.
With this growth comes transparency. People are talking openly about their experiences with brands and it’s up to you to guide that conversation and allow people to get to know you in the new digital reality.
Rapid Customer Communication
Customer complaints and concerns are the reality of doing business. By establishing a set manner to respond to them publicly via social media you can reflect that your have care and concern for your consumers.
This is an often overlooked function of social media which can quickly establish trust. By responding quickly and effectively in a visible platform there is opportunity to turn it into a testimonial.
Accountability goes hand in hand with trust. Being visible interactive and personable with people online a brand is presenting itself as plugged into their customers.
Entertaining Your Customers
While it is vital for a company to have set policies and missions social media isn’t the place to present yourself as a stiff entity. People are looking to interact on a human level with a brand.
Allow your brand to have a voice which people want to engage with, give it a sense of humour which people can relate to.