Apologies in advance for this post; it’s not gonna be one of my usual upbeat, find-a-silver-lining-in-a-dark-cloud type of articles. It’s gonna be a bit of a rant about a topic that’s been boiling inside of me for a while now.
The topic is consumers and their attitude that they DESERVE discounts.
Getting inbound messages from users is a beautiful thing. Every time my phone pings from an intercom.io in-app CRM message, or I get an email from a user via our contact form, I just smile. Because I know there is a very good chance I’ll be able to convert that user to a happy, paid customer.
I want to share one, small tip from my business’ “contact us” form that I find invaluable.
Paying attention to customers on social media seems like an obvious thing to do. But some companies just don’t get it; they ignore customers and do so at their own peril. I recently had an experience with an organic tomato sauce brand that I contacted on Facebook and Twitter, and they NEVER answered me. I responded to being ignored by purchasing their competitor’s product for the next six months.
If you’re not paying attention on social media, your customers are probably abandoning you. I found a terrific infographic via Brickfish that shows why being attentive to customers on social media is so important.
Here are three key takeaways from Brickfish’s research:
This is simply amazing and a head scratcher. What the heck are companies doing, if they’re not responding to customers on social media? Don’t pick which messages to reply to, every customer deserves a response. Try and respond to 100% of your messages, it sounds a lot, but you want their business.
I don’t even know what to say about this. It’s so important that you make time to respond to customers who are interested in buying your products, and therefore helping you out. You need to respond to them, or they will take their business elsewhere and purchase one of your competitors’ products instead. Don’t lose business, make the time to check your emails and social medias everyday. 71% of customers who receive a quick and effective response on social media are more likely to recommend your brand to other people.
If you have a business with social media profiles, be sure to quickly communicate with your customers when they engage with you. Sometimes, businesses are so busy that they can’t find the spare time to reply to a message straight away. However, it’s still important to make time for your customers. Most social media platforms make it easy for businesses to reply to messages quickly. Recently, brands on Instagram were happy to find out that they could now access their messages online. By downloading apps, from companies like igdm, businesses can reply to a customer’s instagram dm much quicker than before.
Being able to respond to customers is especially valuable, especially for small companies that need every advantage possible to compete with larger businesses.
How quickly are you getting back to your customers on social media?
[Tweet “3 Insightful Takeaways From Ignoring Customers On #SocialMedia | #customerservice”]
Here is the Brickfish infographic:
