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So you’ve created social media accounts and your business is active online. But what’s next?
Having an online presence is invaluable; however, there’s more that can be done to leverage the power of social media and maximize customer satisfaction. By taking advantage of your social media accounts you can engage and understand your clients more thoroughly not only to retain them, but transform them into advocates and promoters.
Before we get started, let’s go over the top terminology in social media.
The fundamental starting point is to build your following and grow your community. Start with your contacts, the people you know. Invite and encourage them to like and share your pages and posts. Ensure your website and emails have banners, social media icons and links to your social profiles.
You build your community by increasing the number of your followers. Publish interesting, educational, appealing and engaging content to broaden your reach, increase your audience and maximize impressions.
Once you have a substantial community size and audience (it will vary depending on the size of your business), you can analyze the different types of target customers who your business would benefit the most from. One helpful tool is to create customer personas and journeys. By developing 3-5 personas of your target clientele, you can pinpoint what their characteristics, needs and expectations are and what the challenges and opportunities will be.
Now that you have attracted your initial audience, it’s time to determine exactly who’s who. We will focus on the most important ones for your channels: The Influencers, The Casual Readers, The Active Users and Loyal Followers. Knowing which category your followers fit into is imperative for marketing operations. Creating content to engage each of the groups is essential to spark engagement.
The more you engage, the bigger your community. The bigger the community, the more customers you will receive! Maximize your social profiles - engage with your followers and respond to their questions. Building relationships with your clients leads to greater satisfaction and loyalty. The more satisfied your customer are, the more likely they are to spread the word and become an advocate of your business.
Download the complete eBook on Monday, January 14th!