By Fred Chua
Social media has become more social especially for brands and companies that use it as their medium of communication. Customers have also started using it to convey their feelings towards the product or service they received.
Because of this, increasing customer engagement on social media is very important for companies. But how should brands do it nowadays?
There are many ways to do it. Here are the top 6:
1. Post or upload content that is relevant to your brand.
Uploading a bunch of nonsense would get you nowhere. Of course, people would want to know more about your products and services so you should post about that. They would also like it if you don’t sell them to their face. Be creative and subtle about it. This way, they would comment and share your content.
2. Join groups that are related to your company.
This probably should be a common sense. Joining a group that is not related to your brand is unwise. When you select the right groups, you’ll reach new audience and would probably have more customers and engagement at the end.
3. Answer in a timely manner.
Salesforce has stated in their report in 2017 that 80 percent of consumers think if a company replied to them faster, they would be more loyal to them. Meaning, they would constantly engage with your brand as long as you keep on answering them efficiently. Also, according to the same report, 71 percent of customers stated that 24/7 customer support also adds to the factor of loyalty.
4. Make everything mobile-friendly.
Mobile has surpassed desktop, tablet, and laptop users. People would use their phones to do almost anything. Whether it is booking flights, online shopping or complaining about things, they would go to their phones. In fact, Statista has found out that last year, 52.2 percent of all online traffic was from mobile users.
5. Share user-generated content.
When you share content from one of your customers, it would make your brand’s social media accounts more personalized. Personalization is one of the things that make consumers want to interact with you more. This is important because 69 percent of people surveyed by Salesforce emphasized that personalization is important.
6. Offer things like discounts, promos, and games.
Many people are naturally competitive and this would initiate a conversation. It would also make your audience interact with each other and build a community within your brand. Moreover, discounts, promos, and other free things would definitely garner attention even from non-customers and that would result in more engagement and ultimately sales and revenue.
Why is social media engagement important?
To grasp the importance of communication between brands and customer through social media, let’s look at this example, Rogers Communications. The Canadian provider of wireless communication services has increased its customer satisfaction by 65 percent after using Facebook’s Messenger to answer their customers. They have also managed to decrease customer complaints by the same percentage all the while using Messenger.
The digital age is here to stay and companies should embrace it.