Looking for much some mind-blowing information on how to initiate and manage online conversations with your customers on social media sites, well look no further! As promised last week, I have done some in-depth research and have developed three main elements:
First is observation, however luckily for you guys I have found many freely available tools to enable ye to track, how many people are talking about your company, who’s talking, and what they’re saying. These tools enable companies to out carry social media metrics include back tweets and plugg.io along with Facebook Insight. The key objective is to observe your customers to better understand them, allowing you to produce products and services which they actually want.
The second is facilitating conversations online, if your company takes time to talk with your customers, it implies you’re using the right social media channels to reach out and target your audience. Consequently, if your customers are freely talking about your company, it illustrates you’re providing credibility conversation content, for example through funny viral videos.
Thirdly, when you’re joining conversations with your customers on social media sites, it’s important to listen to what they have to say and focus all your attention clearly on them. Customer may also feel like you’re interested if you ask questions, to show you’re genuinely concerned, interested and care.
These steps may also be important for implementing CRM strategies with your customers creating positive word of mouth about your company which may occur face-to-face or on social media sites.
Tune in next week to find out the challenges which many companies face in managing online conversations.
My Customer (2013), How to kick-start conversations with your customers, [online], Available at: http://www.mycustomer.com/feature/social-crm/how-kick-start-conversations-your-customers/164936 (accessed 05/11/2013).
Social Media Today (2013), 50 Top Tools for Social Media Monitoring, Analytic’s, and Management,[online], Available at: http://socialmediatoday.com/pamdyer/1458746/50-top-tools-social-media-monitoring-analytics-and-management-2013 (accessed 05/11/2013).