Customer Relationship on Social Media: A Beginner's Guide

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Social media is one of the most effective channels for maintaining customer relations in our ultra-connected world. Consumers are increasingly choosing this means of communication to ask companies questions, share complaints, or offer compliments. Even if your brand has mastered digital marketing, it can easily overlook the basics of customer relations on social media. By implementing an effective customer relations strategy on social media, you can improve customer satisfaction and boost your revenue. To find out how, follow the guide!

What is customer engagement on social media?
Customer engagement on social media falls under the umbrella of customer service. The difference between the two is that customer engagement is primarily focused on problem solving and handling service requests. Example: A honduras phone number data customer encounters a problem using your product and contacts you on Twitter asking if fixes are available.

While many social media marketing and sales opportunities fall under the umbrella of customer service, not all of them are support requests. For example, you're running a contest on Facebook, and participants ask you about the rules. The quick and helpful answers you provide are customer service, not customer service.

Why does your business need a social media customer relationship strategy?
According to a study conducted by JD Power , 67% of consumers turn to social media for service requests. Brands that master customer engagement on social media therefore benefit from numerous advantages, including:

Revenue growth: Brands that provide quality customer service on social media outperform those that don't. According to a study by Aberdeen Group , companies that offer social media customer service see a 7.5% annual growth rate, compared to 2.9% for those that don't. These brands also benefit from a 5.4% increase in social media buzz, compared to no increase for other brands.
Customer loyalty: When a consumer experiences positive customer service on social media, they are nearly three times more likely to recommend the brand. Conversely, over 50% of consumers stop using companies that provide a poor customer experience.
Building brand awareness: Online and social media communities influence the purchasing decisions of approximately 74% of online shoppers . Handling complaints on social media can boost customer advocacy activities by 25% .