Areas of concern in Social Media

Social media, if used artistically can fetch your business good returns, but there are things that marketers should pay extra attention to like customer care services or else they might lose out on many customers and in-turn affect the reputation of the company.

Communication

There should be timely communication between the company and the customers online. When customers need help, they expect companies to offer it quickly and through multiple social media channels. If the customers do not get replies to their queries in time, they might feel unwanted and eventually you would lose on a customer. He/she could then even spread a bad word about the company.

• Add a Cross-Functional team

To be more effective at building relationships with consumers online, companies need a cross-functional social media team, one where marketing works together with other departments.This would help gain customer confidence. This team would help leverage the stages of buying cycle by connecting the concerned people to the right customers. Something like a social care team that would include individuals from these areas would be needed here:

• Marketing
• Customer service
• Public relations
• Sales
• B2B communication
• Human resource

• Consistency

It is very important to maintain consistency on social media to get the desired results. Timely updates and swift response helps in building trust of the customers. The more active an account, more views it tends to get.

• Personalized Touch

Customizing stuff for your customers make them feel special. While posting anything on social media or any other platform, add a personalized touch to it. This enhances customer experience and gives you a positive feedback.