January 6, 2020

How to Use Social Media to Enhance Customer Experience

When running a small business, there is one thing you truly have over the bigger players. That is the ability to enhance your customer experience to streamline it. Improving the customer experience may be what gives your company that extra push to get over the top to lasting success and significant growth. One of the best ways to accomplish this is to utilize the power of social media. Here are some tips to get your company on the right track when it comes to providing an incredible customer experience.

Familiar Faces

One of the issues that small companies have is their obscurity. This tends to be an issue with customers who may have heard of you but are not willing to try your services or show up to your store. The fact is that customers want to know what they are getting before they even step foot inside your business. A great way to use social media to lower this hesitation is by offering them the chance to tour your company virtually. Demonstrate the layout of your store so they can get an idea of what they might want to look at, then introduce your staff. Having a familiar face to greet them is a great way to ensure they visit.

Customer Service

As a new company, first impressions are everything. Providing quality customer service is very important, although it's recommended to aim for zero mistakes and focus efforts on preventing issues from occurring in the first place. If a customer comments on your social media account that they received bad customer service or a bad product, don't let it stay there too long. Customers are watching, and that little issue that could have been taken care of rather easily can turn ugly. You can use direct messages (DMs) as well as your public page to address the issue and reach a solution.

Feedback

If there is one thing that customers want, it's to be valued for their business and input. Therefore, a great way to utilize social media is to ask your customers for direct feedback on a new product or service that you might be rolling on in the future. This allows customers to feel a part of the process and involved in the life of the company.

Social media is a great tool for any business to enhance its customer service experience. Note that you must always review everything you are planning to post prior to actually pushing that send button. By using social media, you can make your company more familiar, welcoming and helpful to your customers.

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