Tuesday, January 22, 2013
Experts predicted that one billion users would be on social networks by the end of 2012. 62% already use Twitter and Facebook for product questions, discovery and support. Ask yourself: When you launch that email campaign, where do you think prospects will go to ask product questions? Your website? Yes. Your blog? Yes. Facebook and Twitter, Yes! So, are you monitoring, responding, and leveraging those product inquires to drive more leads and purchases?
By the end of 2012, 80% of companies planned to use social media for customer service. These brands understand that a customer’s experience on Twitter and Facebook is critical for both acquisition and retention.
There are quite a few resources out there to help you develop and maintain your inbound marketing strategy, but in the meantime, here are some basics:
- Build and get approval for a future-proof strategy that can be implemented rapidly. Intense and rapid customer response is critical.
- Build a response team that has quick access to product information and sales policies. Empower them with knowledge and free them up to respond quickly.
- Consider using an application like SocialEngage that offers many benefits above and behind native applications like Facebook and Twitter. Some of these include:
- A unified inbox that enables you ro view conversations on both Facebook and Twitter in one place
- Conversation to give you context so that you can build a more personal relationship with your customers
- Scheduled publishing so that you can prepare content in advance and publish when appropriate
- Mobile support ensures you can stay connected 24/7
4. Jump in and do it! Sometimes our planning gets in the way of execution, which is never a good thing. So jump in, get ready to make some mistakes, and have fun with it!
Finally, remember that if you aren’t responding well or at all, you aren’t alone. A study by A.T. Kearney of the top 50 brands indicated that a whopping 71% IGNORED customers on Twitter! Astonishing. Don’t be one of those brands. This is a huge opportunity for you to differentiate and get a big leg up against your competitors.
You can also get more social media tips in our Social Media Playbook.