Never have we known such uncertainty. But here’s one thing we can be sure of – it’s more important than ever to keep in contact with customers on social media.
Depending on how big your following is you may find it difficult to keep in touch with all of your customers. If this is you, you should focus on nurturing your key customers. To explain this in the simplest term let’s look at the Pareto Principle, sometimes referred to as the 80/20 rule. It states that 80% of the effects come from 20% of the causes. Strengthening relationships with your key 20% of customers will help you remain afloat during this crisis as they are the ones to give you your best return on investment.
What to do now: Top tips for connecting with customers
- Use social media to build customer relationships
Follow these steps to ensure all of your customers, especially your key customers, know you are supporting them. For every interaction you make they will receive a notification to let them know that you’re thinking of them.
- Like and follow their social media pages from your business pages.
- Read their posts and like and comment on them.
- Share posts and content which is relevant to your business. And make sure if it is regarding the coronavirus that the content is from a trusted source.
By carrying out these simple actions you will be raising their visibility on social media and help them over the coming months.
2. Ask for reviews
Asking for reviews from your customers remains one of the best social media business tips.
Us business owners should get better at blowing our own trumpets – yes, I know, it can feel uneasy to ask, but honestly, people like to help others especially when they have received a good service.
This does two very valuable things: it reminds your clients of the benefits you gave them as well as strengthening your position as a business owner when the coronavirus crisis is over.
3. Create a private group
One of the more personal techniques to build customer relationships is through a private group on Facebook and/or LinkedIn which allows you to continue to keep in contact with customers on social media and really add value.
You can either create your own group or join other groups where your potential customers will be hanging out. Be sure to provide interesting facts, offer advice, invite questions and interact positively so others know how you can help (without the hard sell!).
4. Utilise the private message feature
If you’re looking at how to stay connected to your customers without bombarding them with emails, then the private message feature on social media will come to your rescue. But remember, do not give the hard sell – this is about nurturing and strengthening your relationships.
Everyone has seen an increase in the amount of emails received from CEO’s of companies we have engaged with. Many of these messages are very impersonal. Have any of these impersonal messages inspired you to maintain your relationship with them? I doubt it very much.
By private messaging your customers you can be personable and talk more authentically showing concern for the other party. This will provide a perfect opportunity for quicker responses too.
5. Go live!
Why not set up a livestream event? And don’t worry if this makes your palms sweat at the very thought of it, there are other options available to you.
Livestreams are a wonderful example of getting your face out there and to offer advice. During livestreams your audience can ask questions and receive answers to their concerns there and then. Sharing knowledge and simply talking to others is priceless during this unprecedented time in history.
If you don’t fancy going live in front of your camera why not arrange a Facebook Watch Party? For those of you who don’t know what a watch party is here’s a little summary for you:
- A Facebook Watch Party involves watching a pre-recorded video live with your invited audience. During the watch party, the viewers can invite others too. As the host you will be there, albeit not live on the video, to interact and answer any questions. Sounds good doesn’t it – give it a try!
Don’t forget to tell everyone about your videos and when they’ll be happening. You can always set up an event too for added visibility.
6. Tag customers in your posts
What a great way to show support and keep on your customers’ radar. Create posts where you can tag in a customer and give them a shout out!
- Think about telling others about a fabulous review you have received from them.
- Share some of their posts, if relevant to your own business, with an explanation of why you agree/like their content.
- Create a helpful post or case study and tag them in.
Here for you
As ever, I am here to support you. I am working on providing you with resources to help you during this challenging time. I’d love for you to subscribe to my YouTube channel and join me and others every Monday live at 12.30 where I share all the best social media top tips. Don’t forget to bring your lunch along!
Take care everyone and stay safe,
Social Media Executive, firstname.lastname@example.org
PS. Now you know how to stay connected with your customers on social media you may be interested in my last blog which was all about coronavirus communications and how to manage your social media content.