Allowing consumers to post their questions and concerns on your social media shows them you are confident in your brand and don’t have anything to hide. Companies whose only use of social media marketing is to pitch you their product can look arrogant and uncaring for their customers. The first step is to own any valid complaint. When an individual posts a complaint which is valid and you deny it they will do everything to show the validity of their complaint.
Considering how transparent the world is today it won’t take much for a consumer to validate their issue and initiate a social media marketing campaign campaign against you. On the flip side, if you own the complaint the customer feels valued. It is also likely the same issue may arise again. Being proactive and having a solution on your social media provides piece of mind for countless other consumers.
The second step to owning the complaint is providing a solution. Imagine if a consumer posted a complaint on your Facebook wall and all you did was say “Mr. Consumer you’re right”. This is essentially as detrimental to your business as ignoring them in the first place. The purpose of social media marketing is consumer engagement. Therefore you must engage and provide the solution or create awareness of the issue and let people know you are working on a solution. By accepting the blame and providing a solution, people are more likely to do business with you. Everybody knows people make mistakes. It is hard to find people that admit to the mistakes they have made.
If your
social media marketing acknowledges your mistakes and provides solutions to them, you are almost guaranteed the person will continue to do business with you. You can also expect referrals from that person. Chances are someone they know could benefit from what your business offers. Your customer will want to share their experience with their friends, and make them aware of the wonderful experience they had. Keep in mind you won’t be able to please everyone, but by taking action other customers who may not have a complaint will also trust you more by seeing how open to criticism you are.
Social Media marketing has many other benefits in addition to providing customer service. We will discuss many of the other benefits of social media marketing.
To learn more about “Using Social Media Marketing For Customer Service” contact Zidan Marketing & Media Inc.
