As consumers increasingly live online, CRM is also migrating. Social media is now an undeniable tool for public relations as well as customer relationship management. Social media is not just a tool for visibility, but for building strong relationships with customers cheaply and efficiently. As a result, the potential for growing revenue is big. Here are 3 ways you can build up your brand’s reputation through customer relationship management on social media:
Manage and Meet Customer Expectations
CRM is concerned with understanding and meeting customer expectations. Social media allows brands to get to know customer needs and meet them in various ways. Content marketing can be used to both create and fulfil insights from social media CRM. Plug social media insights in to the offline business and reap tangible benefits.
In the customer’s eyes, a brand’s social media platforms are also storefronts. This means relationships with the brand can be made, nurtured or broken on social media. Through social listening as well as direct communications from customers, brands can tackle and manage customer complaints. Remember: just because it’s social media doesn’t mean the customer expects poor customer service. Resolve all complaints swiftly, efficiently and politely. Customer relationships with the brand will be better for it. Additionally, many customers share outstandingly positive interactions with a brand. This means they can attract new customers to the brand.
Give Customers Rewards
Rewarding customers for their loyalty is a long standing method of building relationships. There is no reason why customers on social media should be left out. Giveaways are common nowadays, but a range of rewards are possible. Possible rewards that can be included are:
- Shouting out customers and their content
- Giving prizes to the most engaged customers
- Awarding discounts of experiences to redeem offline
On social media, customers are more interested in the topics that add value to their lives. They are not as interested in seeing flyer after flyer. Move away from hard selling and tap into the CRM potential that social media holds.
Stephanie Taderera is a Content Executive at Magna Carta Reputation Management Consultants. To learn more about how we can help your brand\’s reputation, contact us today.