• Are you telling your brand story in social media?

Tag: Relationship Marketing

Relationship marketing is all about creating and maintaining engagement with your customers. If social media is an essential element of your marketing strategy, then that probably sounds familiar since that’s precisely the same thing that success on social media means—engagement.

Both relationship marketing and social media are about the long game, creating strong connections to you, your company, and your brand so that customers think of you first when the type of product or service you offer is needed. Not only are you top of mind, but you are also trusted so that your customers become your advocates. That means referrals, positive reviews, and new leads.

If that sounds good to you, then you need to start thinking about your social media strategy with relationships in mind. But how? Here are five sure-fire ways to use social media as part of your relationship marketing strategy.

Speak the Same Language As Your Customers

When you interact with your social media community, you want to be a human, not a corporation. That means you need to relate like a person, not a bot.

Encourage (or ASK) Your Customers To Provide Feedback Via Your Social Media Pages 

There is nothing wrong with asking for a review or a comment. Once you ask, be prepared to respond regardless of whether the feedback is positive or negative.

Think Fast And Respond Quickly  

You should not only be accessible, but you should be timely. That means reacting right away, not a week from now. Remember, you are working to establish a relationship and relationships require give and take.

Show Your Gratitude

Social media is a great place to say “Thank you!” and to tell your customers how much you appreciate them. Whether that’s by simply saying it or by offering a gift or discount to your best customers, depends on your goals. Regardless of how you choose to do it, let your customers know what they do to contribute to your success.

Be A Village

It’s not enough to have good one-on-one relationships with your customers. You need to build a community. Whether it’s a select group just for customers, sponsoring local get-togethers, or establishing a special online place for conversation, your goal is to connect with your customers and help them connect with each other.

There are many great reasons to establish strong relationships with your customers. It’s easy to think of the business reasons — more sales, better referrals, more repeat business. But there are also reasons for you personally, particularly for small business where you are likely to interact with your customers personally. Happy customers can mean higher job satisfaction, healthy interaction, and less stress. So what are you waiting for? Get started on your relationship marketing strategy now.

Be sure to Follow us and Let’s Engage!

Hollie Clere of The Social Media Advisor is a “#BeAwesome” Developer, Social Media, Brand Builder, Content Manager, Trainer and Author in LinkedInFacebookTwitterBlogGoogle+YouTubePinterestInstagram, and the tools to manage them.

Click here for Social Media TrainingSpeaking and Strategy Consultations.

Talk to almost any boss, and he or she will tell you that one quality they highly value in their employees is self-motivation. We don’t disagree. That’s a pretty good trait to have—both for you and for your team. But the truth is, no matter how internally motivated, everyone needs a good pat on the back once in a while. But you probably already knew that.

So given that handing out kudos is a good thing, doesn’t it stand to reason that your customers should be on that list, too? After all, they play a pretty big part in determining whether or not you are successful; you owe it to your customers to make sure they know that.

One of the best ways you can recognize your customers and show your appreciation for all they do for you is to help them celebrate success.

One tricky element in setting up a way to celebrate customer success is determining precisely what success means. It’s really up to the customer to define it. But if you are good at what you do, you probably know your customer well enough to be able to toot their horn. In case you can’t, here are a few foolproof events that you can take advantage of to say congratulations.

Milestones

The best milestones to celebrate will depend on the type of business, but good examples are recognizing when they’ve been in business for a specific period or passed a quantitative target such as a number of users or number of units sold.

Big Wins

A big win might be landing a hard-fought contract, hiring a notable expert, getting a grant, or receiving an industry award.

Life Events

Special life events are always worthy of celebration. It might be a promotion, a marriage, or the addition of a new baby.

As for how you say “Bravo!” that’s up to you. Social media is always an excellent tool for getting the word out, and you can’t go wrong with a personal note. If you publish a newsletter, then that will work as well. The point is, you want to let your customers know that you see their awesome work and that you appreciate it.

Be sure to Follow us and Let’s Engage!

Hollie Clere of The Social Media Advisor is a “#BeAwesome” Developer, Social Media, Brand Builder, Content Manager, Trainer and Author in LinkedInFacebookTwitterBlogGoogle+YouTubePinterestInstagram, and the tools to manage them.

Click here for Social Media TrainingSpeaking and Strategy Consultations.

No social media strategy can be successful if it is created in a vacuum. That means that you need to know what your audience wants from your social media. Luckily, there are lots of tools out there to help you assess the type of content that will get engagement.

Gather data

How do you know what your audience wants to see on your social media posts? Well, all you have to do is ask. That means a survey or some other way of gathering data. Surveys are a great way to assess your audience, and nothing beats hearing directly from the target market. Surveys do have pitfalls, however, and you should get professional help to ensure that you are asking the right questions in the right way.

Understand the analytics

The information you gather from an audience can be even more powerful when you supplement it with data about the actual activity you have on your social media pages. Each of the major channels provides real-time tools for gathering information about your audience. These tools are typically referred to as social media analytics. They are offered so that you can assess exactly who your audience is and what type of content is most effective in encouraging engagement.

Different platforms, different tools

How much detail you can get about your audience will vary for each tool. Facebook, for example, will allow you to look at other pages that your followers like. The Instagram analytics you have access to will depend on the type of page you have, but you can always find out what hashtags your followers are looking at. Twitter offers demographic information but also provides information regarding hashtags and interests as well.

Drill down

While each analytics tool is a little different, most offer data in both tables and graphics. You can drill down to view the make-up of your audience by some factors such as gender, age, and geography. You can also learn much about what type of content they are looking at, sharing, and commenting on.

Work the plan

Creating a social media strategy requires a good deal of investment—both time and money. You need an effective way to make sure that your plan is working. Talking with your audience will give you the best information to fine-tune your content and your message. When you monitor who is looking at your content, and if they are engaging with it, you can assess how well your plan is working.

Be sure to Follow us and Let’s Engage!

Hollie Clere of The Social Media Advisor is a “#BeAwesome” Developer, Social Media, Brand Builder, Content Manager, Trainer and Author in LinkedIn, Facebook, Twitter, Blog, Google+, YouTube, Pinterest, Instagram, and the tools to manage them.

Click here for Social Media Training, Speaking and Strategy Consultations.

It doesn’t matter what kind of job you have, somewhere along the line you will need to provide customer service. Whether or not that customer service is behind the scenes or on the front lines, good customer service requires patience, quick thinking, and the ability to listen. There’s one other thing that you need as well—knowledge about your customers and what makes them tick.

To understand your clients you need to know about the challenges they face, the skills that give them a competitive advantage, and what you can do to help them be successful. That means that you not only need to know about them, but you also need to know about their industries.

If you are like most business people, most of your business comes from about 20% of your customers. That makes it critical that you identify the industries that you work with most often. Once you do, you can dig in deep and learn what makes those industries unique.

To get started when learning about an industry, start with these five key areas.

Language: Every industry has unique jargon and terms. Knowing the language is essential to being able to communicate with your customers.

Trends: Knowing what trends are currently impacting your customer’s industry will help you understand what is on his or her mind. It will also help you understand how they make money and what you need to consider when setting your prices.

Key Players: Whether your customer is a major industry mover or a small company just starting out, understanding the major influencers in the industry can help you identify your customer’s needs and wants. It can also give you insight into what your customer aspires to be.

History: While you may not need to know all the details, understanding how your client’s industry has evolved and where it is in its lifecycle will help you understand some of the pressures your customer may be facing. The factors that influence an industry that is growing may be very different than those for an industry in decline.

Dynamics: Every industry has unique drivers, and the most successful companies have established strategies for responding to those drivers. Understanding both the micro and macro drivers for your customers business will help you respond to the unique challenges they face.

Investing time to learn about the industries your customers represent is well worth it. Not only are you sure to be speaking the same language your clients speak, but you’ll also be in a much better position to help them succeed, and if they succeed, the chances are you will too.

Be sure to Follow us and Let’s Engage!

Hollie Clere of The Social Media Advisor is a “#BeAwesome” Developer, Social Media, Brand Builder, Content Manager, Trainer and Author in LinkedIn, Facebook, Twitter, Blog, Google+, YouTube, Pinterest, Instagram, and the tools to manage them.

Click here for Social Media Training, Speaking and Strategy Consultations.

 

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