In PART I of 7 Benefits of Social Media for Business Brand Building, we discussed how Branding, Thought Leadership and Online Brand Management were powerful tools for almost any business. Today we will take a look at how social media benefits us through Innovation, Research, World-Class Customer Service and Business Leads for social media success:
4. Innovation: We are in a fast paced society. To keep up with the speed of doing business, it is important that brands stay current with the latest trends in technology, communication and interaction. Social media is fast outpacing the yellow pages for finding information about people and businesses. If you are not using social media you are quickly falling behind. There are so many changes taking place across social media platforms. Your brand has an awesome opportunity to use free resources provided across platforms to create, connect and collaborate with others. Social media provides us an opportunity to connect with other brands, employers, job seekers, the media, co-workers, family and friends.
5. Research: Social media makes is easy for you to research, track and analyze your competitors. Social media is open to all and it allows you an opportunity to listen in on what competitors are saying, doing and what clients want. Use it to research other businesses, curate content to share with your audience. You can even develop joint venture opportunities and business partnerships by the research you do on social media.
6. World-Class Customer Service: When you have experienced a wonderful customer service interaction with a brand, how does it make you feel? Like shouting it from the rooftop…right? Well with social media, that is exactly what people are doing. Shouting out their experience by way of providing feedback on your website, blog or directly on social media platforms. Close the loop for services you offer by remembering customer service is a vital component of the customer experience. As a brand, it is your responsibility to respond in a timely helpful way to resolve any issues that may arise. Customers may reach out to provide a testimonial or to share a concern that needs to be addressed. Social media gives customers and clients the opportunity to reach out directly with the brands they follow and support. It is always a great practice to respond to all customers providing any type of feedback whether good or bad. For example, you can thank a person for referring you business or for mentioning your brand. This interaction and customer service goes a long way with your brand community and shows them that providing great customer service is important to you.
7. Business Leads: Ultimately, social media leads to business. It is a catalyst for lead generation, seeking testimonials and other great professional connections. If you learn how to read the minds of your clients then you can easily capitalize on the social conversations and reap the rewards. For example, just by monitoring your social media platforms, you can discover what clients need or what frustrates them. You can then develop a product or service to address their needs. You can monitor sites such as Twitter and even sites like Amazon to see what people are saying. By monitoring the conversations and all the buzz, you can set yourself up for success in interacting with potential customers. It is all about making Savvy Connections!
How have you used social media to provide customer service? Share with me below. Looking forward to hearing from you!