5 Steps to Build Meaningful Communication With Your Customers
By: Main Street Hub
Tags: Social Media, Social Media Marketing, Apps, Small Business Marketing, Marketing

Everything you need to know about responding to reviews here.

It’s also important to monitor your direct messages on Facebook and Twitter to ensure you’re responding to any questions or comments coming in.

More on extending your customer service online here.

These platforms are where you’ll get the most valuable feedback on what’s working and what’s not at your business — and what’s resonating with your fanbase. In your responses, you can ask questions to try to understand where their input is coming from and let them know that you want them to have the best possible experience at your business.

If you’re responsive, polite, and open to feedback in your responses, you’ll be able to build brand loyalty because your customers will feel heard and appreciated, which is, after all, why they reached out to write a review or send a request in the first place. Plus, it’s not just the reviewers who will see your responses, but anyone visiting your pages will too — and with thoughtful responses, visitors will see that you’re a brand that cares about its customers and the customer experience.

4. Get sharing

Encourage your customers to get sharing! According to a 2016 PwC poll, 45% of shoppers say social media, comments, and recommendations influence their shopping behavior. By combining loyalty programs with social media, such as extra points for sharing your posts, Instagram contests, etc., you can grow your audience and improve how your brand is perceived.

With mobile apps, a recommendation on social media brings in, on average, 3–5 new downloads, out of who 1–2 users become regular customers, says LoyaltyPlant.

5. Engage

Communicate! With a mobile app, businesses can create a useful and effective channel of communication. On some apps, businesses can ask customers to leave comments, and respond to those comments directly in the app. This is a good way to handle some negative feedback offline. You can also directly reward unhappy customers in the app — building a relationship and creating a potential loyal fan. A brand that evolves with their customer’s wishes and trends is a brand that can grow and last, according to LoyaltyPlant.

“More than ever, users demand brand interactions and if the company doesn’t respond on social, it’s easy to lose customers. That’s why engaging, conversing, and contacting customers via social media can have tremendous payoffs.” — SproutSocial

This means responding to reviews and direct messages as we mentioned above, but it’s just as important to respond to all interactions on social media from your customers — posts, tags, comments, tweets, and mentions.

If your customers are posting about your business on Instagram — like, comment, and ask to repost on your business page!

If your customers post about your business on Facebook — like, comment, and share to your business page!

If your customers are tweeting about your business on Twitter — like, retweet, quote tweet, and reply!

Thank your customers, like their content, and reshare their content. This is the best way to let your customers know that you value them and their interaction and engagement with your business both online and offline.