It’s not hard: it’s good customer service.
But in today’s world, being online goes far beyond just having a website.
It’s being present, active, and engaging on social media.
You might think: “How does having a Facebook have anything to do with how well I run my business?” Or “My children use Twitter, so it’s not like any of my customers are going to be using it. It’s too young of a crowd.”
The truth is that they actually do matter, and that your customers are using both Facebook and Twitter. All marketers realize the importance of marketing and advertising efforts as a way to bring more customers into their business. But active social media presence doesn’t just bring in more customers, but it also helps build better relationships with current customers.
The reason The Rep Shop offers a comprehensive social media management service is because we know how important it is to communicate with your customers in a deeper, more personal manner that goes beyond the person at the register. Social media is a great, easy communication tool for any business.
1. Communication is Quick and Easy
It doesn’t take long to respond to a customer online. Aside from however much time it takes to resolve an issue, responding to your customer online is the quickest method to open up communication, and it alerts you the moment your business is mentioned. The Rep Shop dashboard even offers real-time alerts and an simple response system for when customers write reviews on major sites such as Google, Yelp, and TripAdvisor.
2. Third Party Validation
In today’s world, having third party validation for your brand goes far beyond having a well-known name around town. By gaining a following on your social media platforms, you are showing your potential customers that your business is actually “liked” -pun intended- by other people. You can say you’re great all you want and that your business already has the brand recognition it needs in the community, but if there aren’t people to back you up, why would anyone believe you? Potential customers want to see that others already trust your brand. It’s easy as that. Our Twitter lead generation tool lets you easily find potential customers in a specific region who are interested in/ mentioning the kinds of products or services that your business offers online, and follow and target them. The more you follow and engage with potential customers, the more they will follow and engage back.
3. Can Keep Your Eye on Your Competition
More than likely, you have more than one competitor who is active online: from posting great content, like informational articles from accredited journals, local news and events, to fun phots of their team and current promotions or deals. The Rep Shop allows you to monitor your competition, how they’re selling their product, and what customers are saying about them. You can learn more about your competition online than you could by stepping into their business itself.
4. Get a Better Feel for Your Customers’ Opinions
When customers are upset, they just want their voices to be heard, and people love to voice their opinions on social media. Hiding behind a computer or mobile screen gives people the courage to say the things that they wouldn’t say in person. It’s much easier to bash a business with a one-star review on Yelp and a crude comment on Twitter than it is to approach a manager and voice a concern. But, by being a business that encourages your customers to speak to you freely and voice their concerns to you online, you are creating your business to be a transparent and trusting. Other potential customers will appreciate the effort you made to respond back to their negative comments and attempt to fix the problems, rather than just letting them lie.
From gaining new leads to building loyal customers and branding yourself, the importance of your business’ online presence is almost unmeasurable. Actively engaging online is an easy and essential method to building a great customer service platform that will benefit your business. Contact The Rep Shop at 800.895.2840 to see how we can help build your business’ online presence today!