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Effective Ways to Enhancing the Customer Experience with Social Media

There is a lot more to social media marketing than most business owners know. Many new users assume that social media marketing is all about getting more followers and likes. While that can help boost brand awareness, it doesn’t necessarily equal success.

To become successful at marketing your business on social media, you want to enhance the customer experience. Just as you would with a retail shop, when the customer comes in to shop, you want them to have the best experience possible which could lead to a sale.

Social Buzzing, the digital marketing agency Chester business owners trust most, understands how to make the most out of your social media marketing campaign and we would like to share with you some of our tips to enhance your customers’ experience on social media.

First off, engage your customers, don’t bombard them. Creating and posting content on a regular basis is a good thing. Over-posting and posting bad content is not. You want your customers to see your business in their news feed just enough to remind them why they like your product or service. You don’t want them to feel like you are trying too hard to get their attention.

Second, you want to deal with customer service inquiries and feedback the right way. Many customers make their shopping decisions based on online reviews and the way a business treats its followers on social media. If you handle customer service inquiries quickly, customers and potential customers will notice it. Giving good service online is the same as adding another positive review and that will help customers make the decision to shop with you or not.

Four tips to ensure that your social media customer service is up to par, include:

1. Choose and train the right representative. Make sure whoever handles your social media account is trained properly and understands the importance of customer service and feedback.
2. Respond quickly. Whether negative or positive feedback, respond quickly to ensure the problem doesn’t get out of hand. And be sure to personalise your responses so your company doesn’t come off as fake or uncaring.
3. Mine the data for trends and opportunities. Use the information you get from your feedback to improve your social media campaign making it more effective.
4. Always remember to keep the “social” in social media. Treat your customers like humans who are valued and have something to say that is worth your time, and you might pick up more than just followers.

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