Social Media platforms have allowed companies to connect with their audience and helped them to brand, sell, and market their business.
Social CRM tools can aid in tracking & benchmarking customer engagement on the various social media platforms & eventually enable brands to provide better experiences across the board.
It makes customer engagement a two-way street. Instead of a passive audience, customers become active participants in the story of a brand, and in turn, they get to see the brand value them as a customer.
How can it work for you?
- Identify & reward your top clients or “Brand Advocates”
- Get better exposure in the places where your audiences spend their time
- Tailor and personalise your social content
- Engage with customers through their preferred channel in real-time
- Enrich your social customer support & resolve issues speedily
- Uncover Potential Customers Through Keywords & Hashtags
Tips to up your Social CRM game!
The first thing you have to do is break down your organization’s silos. Instead of marketing holding all the cards to your strategy, it’s critical to get sales, social media teams, and customer support all together on the same page.
A marketing team may be producing great content – blogs, Facebook posts, YouTube videos, Instagram accounts, and snappy tweets – but that part of the conversation is one-way.
Monitor and track who’s engaging in conversation with the business to get the most out of your post.
Focus on fostering current relationships, continually provide value, and be at the top of mind for customers. Track your buyer journey through each stage to understand what does it take to change one-time customers into fans and then into advocates.
Why ‘Social CRM’ will be more important than ever.
“We need to stop interrupting what people are interested in and be what people are interested in.”
CRAIG DAVIS | J WALTER THOMPSON
You can use social media to talk to your customers or to talk with your customers and have them talk to each other through your brand.
Either way, it is always important to listen to what your customers are saying and relate your social media contributions to the real-time context. It can seem distasteful to leverage this crisis for commercial reasons.
Instead of self-glorifying social media posts, brands should embrace the communal aspect of social media during the COVID-19 crisis. More than ever, content should be user-centric and not producer-centric.
Simply engage in conversations that will provide helpful information and relevant advice.
Companies that are offering free resources to their audience will benefit in the long run. Simply engaging in conversations that provide helpful information, relevant advice, or that make you laugh will ensure you come out of the crisis stronger.
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