Some people think that just because they have a twitter account their social media needs are taken care of. However, it is important that business owners recognize that the power of social media only exists as a vehicle to do what you already should be doing, engaging with and thanking your customers.
When establishing perspective, its important to put yourself in your customer’s shoes. They do not live on their phones in some cyber trance. Their phone is often their way of interacting with the world better. Because of this you have to first make your tweets relevant to their world. Secondly, you have to be interactive with them.
One great tool I recently saw for doing this is called LocalResponse. It is a start up out of New York, which you can use to program an response thanking your guests for checking in on Facebook or Foursquare at your location, or mentioning it on twitter.
They’ve been testing the program with a sample of 2,000 companies and the response has been staggering with over a 60% click through rate!
This is one of many tools that can be used to engage with your consumers, but at the end of the day it is just using technology to do something that people have known all along, that your customers want to be individuals who have a relationship with brands. This goes for everything from Starbucks to Tiffany’s when we walk in the door we want to be greeted. And if we have come to the store before, we want the servers to remember our name.
Using social media to help you engage with your customers is great. Doing it as part of your service is better.
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