Develop One-to-One Relationships

Develop One-to-One Relationships

Develop One-to-One Relationships

    • Get Connected - People talk to people, not companies. This is the heart of social engagement, feeling connected. Social media allows the best platform for making these connections.
    • Making Friends - Treat people like people, pretty simple. Be empathetic & engage directly with your customers - let them know you care at a human level. Leverage social engagement to improve your brand reputation - five stars! Take the opportunity to answer questions your customers are asking to let them know they are being heard. But wait, there's more... use the opportunity to give advice & suggestions about your products or services. Reach more people people by giving them something they value & will share with their friends. Take the opportunity to help resolve a problem for a customer. What makes it work?
      • Engage - Reply when people make comments, good or bad. Keep it real.
      • Humanize - Talk to people, not your keyboard. It is so common to get caught up in the technical aspects of social media marketing that we forget the purpose - people.
      • Humor - People will forget what you do for them but they will remember how you made them feel. Part of making the connection is giving people a positive experience.
      • Value - Have something extra to give back to reward your customers, a bonus.
      • Feedback - Ask your customers to give reviews, feedback & comments. People want to be heard & will often provide their personal experience for others to see.
      • Polls - Ask for customer opinions & preferences. People feel connected when they have a voice in the process, give them one & get insights to direct your business their way.
      • Respond - Part of having a direct connection with customers allows the opportunity to talk in real time.
      • Connect - When you have an influencer or value added content, be sure to tag the author or source. This gives credit to the source & allows your brand to connect with their larger audience as well.
      • Engage - Get your audience involved by interacting with them. Encourage them to give their opinions & to share your message. Free advertising that comes with a higher trust factor is a great way to extend your reach through engaging with your customers.
      • Community - Using Facebook & LinkedIn you can create groups for a focused discussion about your products or services.
      • Ask - If you don't ask, you don't get. This is true in social engagement as well. Feel free to ask people for their feedback & you will get it.
      • Emojis - As kids, stickers were just for fun. Fortunately someone found a way for grown-ups to use stickers in social communication. Make your message a little more fun & enjoyable.
    • Social Customer Service - Also known as Social Care is a great way to interact with your customers. Used correctly, social customer service directly impacts your business in a positive way. By providing good social care, your company will receive an increase in social media attention through positive & direct interaction with your customer's extended audience. What it all comes down to is revenue. Brands that engage in social care have significantly larger growth than those who don't.
      • Where - Go to where your audience is. You don't have to be everywhere to reach your target audience. First, identify if you want to connect with Business to Business or Business to Consumer - or both. Also, knowing your target audience demographics will help you choose the best social channels.
        • LinkedIn - Great way to connect with businesses. You are looking for complimentary, non competitors in your brand's market space.
        • Facebook & Pintrest - A predominantly adult audience using these channels.
        • Instagram (Snapchat), Twitter - Younger generations are more often connecting on these channels.
      • Monitor - Change is inevitable, except from a vending machine. Use tools to track your social reach & help make adjustments where you can improve.
      • Talk Back - Yes, people want to connect with your business. Feel free to reply to them when appropriate. Bring something to the table.
      • Rules - Have some commitment to the time you want to reply to customers & keep it. Share with customers any guidelines you have regarding what content is / is not permitted.
      • Support - Help them find the help they need. Keep the support options available & easy to access. When your customers need help, being able to respond in a timely manner.
      • Humanize - With keeping your brand voice & tone in mind, respond appropriately to your customers the way you would in real life. Disconnect the technology from the dialog.
      • FAQs - Certain questions are so common that it becomes helpful to list them along with their answers. Recycling is good for the environment anyhow.
      • Video - Videos are a great way to demonstrate complicated ideas or solutions. Most people would prefer to watch a video than to read a technical reference. Make it easy for them or your competition will.
      • Options - Sometimes it is best for the customer to direct the conversation off line, to a phone or an email. You've got to know when to hold em - know when to walk away.
    • Social Selling - Conversions are key to the bottom line. Engaging in social media is the dominant paradigm of interaction. Gone are the days of phone books & calls for information. Brick & mortar locations are losing ground to on-line portals where customers can achieve instant gratification for product details, reviews, videos & more.
      • Pay Attention - There are many ways to identify your audience's trends & channels by using listening tools.
      • Be Selective - Not everyone is your target audience. This is a quality over quantity scenario where your value proposition is to be considered. Target your ideal buyer persona who is more likely to buy your products or hire you. By providing them with quality information, you grow your social network. Also, connect with other businesses who you can work with.
      • Timing - Get to know your customer before trying to make your sales presentation.
      • SPAM - Don't SPAM. Canned messages are seen in your message history & begin to dilute the validity of your message.
      • Contribute - Connect & participate in groups to improve visibility & audience reach. When you can contribute value to a group you should do it, have something useful to deliver - not a sales pitch.