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It is time to say goodbye to contacting generic email accounts. Customers are now using social media for praise, complaints, and everything in between. The creation of a social media interaction strategy is crucial for long-term customer satisfaction. Consumers expect brands and companies with social media presences to interact meaningfully with them. Audiences’ engagement with brands will evolve as social media evolves.
The purpose of this article is to explain why a business should engage in social media interactions, and to show how these interactions are conducted.
Why Customers’ Social Media Interactions Are Good for Your Business
The nature of social media is conversational. It is not about talking at customers, it is about sparking a conversation. Conversations can have a positive effect on sales as well.
It is possible to gain a better understanding of how social media is used by organizations by reading a report from The Harris Poll. Positive social media interactions with a brand lead to consumers:
- Buy the products of a brand (78%).
- Choose a brand over the competition (77%).
- Recommend a brand to others(76%).
- Increase their spending money with that brand (72%).
- Develop a stronger bond with that brand (70%).
You demonstrate you care about your customers’ opinions and feedback every time you reply to them on social media. As a result of routine social media interactions, your brand becomes more visible to others.
Customers' Most Popular Methods of Engaging with Brands on Social Media
They Like Posts
45% of consumers Like posts on company or brand social media accounts, making it the most popular engagement method. You can learn a lot about what your fans like by tracking which posts receive the most Likes. Measure the performance of posts across multiple social media platforms to gain a deeper understanding of customer preferences.
They Follow Brand Accounts
The first step to becoming an active community member is to follow the brand. Growing the number of followers creates a positive feedback loop, as 57% of consumers follow brands specifically to learn about new products. The broader your target audience, the easier it will be to speed up consumers’ buying decisions.
Identify what actions or trends are driving people to follow your social accounts over time. Try testing a specific type of content or subject across platforms if you notice that one type generates more interest than another.
They Leave Product or Service Reviews
You can make or break your online reputation based on your review strategy. Social media is the primary way consumers interact with brands. 32% of consumers leave product or service reviews. In 85% of cases, customer reviews influence consumers’ purchase decisions.
Your brand management practices should include a review response plan. It is important to engage with anyone who gives you feedback, whether it is positive or constructive. It goes a long way to strengthen brand loyalty when you acknowledge your customers’ efforts. One-time buyers can become repeat customers with a thoughtful response.
They Share Brand Content
In addition to reaching a wider audience at a lower cost, organic content shares are also more likely to influence purchasing decisions. Social media ads influence 53% of consumers more than posts from people they know.
To create a strategy for repeat success, look through your most shared posts to identify what influences people to share.
They Report Issues
Approximately two-thirds of consumers attribute high importance to responsive customer service when it comes to creating a positive social media experience. Support requests via social media have increased by 60% over the past year alone, allowing your team to address problems quickly and prevent further escalation.
They Send You Private Messages or DMS
Whether it is a consumer who asks a question, seeks support or shares an opinion, every interaction is an opportunity for brands to make a connection. Providing better customer service through private messages or direct messages begins with optimizing for speed. Using a tool that combines your social inboxes in one place will streamline your response management process.
They Follow Influencers or Brand Ambassadors
In 2020, influencer collaborations reached and impacted 57% more people than they did in 2019. You can build a deeper connection between your brand and your customers by partnering with the right influencers. Find content creators who can connect authentically with your target audience and identify with your brand values. By using a social media monitoring tool, you can identify VIPs who already discuss your company on social media.
They Tag Companies in their Posts
Turn your customers into advocates with your tagged posts. Shared tagged posts that celebrate your product or service benefit brands in two major ways. Firstly, it gives you the opportunity to recognize your customers and their experiences with your company. Secondly, it builds social proof that can help convert potential customers to the fence.
Whenever someone takes the time to praise your brand on their personal profiles, you can use that information for marketing purposes in the future. You can use user-generated content for social posts, web copy, and ad campaigns.