Customers are at the center of any business. They can build or destroy a brand. If your business can deliver up to the expectations of your customers, it is more likely to succeed in the current competitive market scenario. When you know your customers, you can give them good customer service and brand experience which leads to stronger brand-consumer relationships. It will boost word-of-mouth recommendations which further leads to increased sales. According to a study, more than 70% of your customers will recommend your brand to others if you give a positive social media customer service experience.
Furthermore, social media networks are fast evolving as customer service platforms as well. Today’s customers consider social media as an effective platform to raise their concerns or clear their doubts about products or services. It has become integral for brands to make customer service queries addressed appropriately on social media platforms as well.
To communicate effectively with customers on social media, you should know them better and understand what their expectations are. In this blog, we discuss some of the sure-shot ways to understand your customers better. Before it, let us take a quick look at why it is important to know your customers before you plan digital marketing campaigns.
Why Does Knowing Your Customer Matter?
Let us put it straight. Customers are the lifeblood of any business. Knowing your customers is the only way to create valuable and effective communication with them. It is how you can increase sales and grow your business. It enables you to provide superior customer service and get a competitive advantage. Moreover, it helps to establish a strong bonding with the customer.
If you are able to communicate in the language and tone that they can relate to, you can engage, inspire, and delight your customers. When you create campaigns without having clarity about your customers, it may not give the desired outcomes. Instead, it may lead to ineffective marketing campaigns.
When you know your customers, you can tweak your campaigns in the best interests of them. You can convey your brand message more effectively. Also, knowing your customers will help you anticipate the factors that would influence their buying decision. The more you know about your customers, the more effective your marketing campaigns become.
Tips to Know Your Customer Better
Asking questions directly to your customers is the easiest way to start conversations and understand what is in your customer’s minds. You can carry out polls or ask for opinions through posts.
To get the right answers, you should be able to ask the right questions. You should be able to come up with questions that can help you improve the brand experience you provide to the customers. When you give questions to people, it prompts them to think. They will more likely engage with the brand if the questions interest them. The questions should not be intrusive or offensive to the public.
Respond to Negative And Positive Reviews
Regardless of positive or negative, responding to reviews posted anywhere in the public domain can take your brand a long way. While you can be grateful for the positive reviews, make sure you respond to negative reviews non-confrontationally. Let them know that your company values constructive reviews and take the best appropriate action to avoid them in the future.
Responding to reviews appropriately will help you humanize the brand and build stronger relationships with the customers. After all, reviews will help you understand the experience of your customers which can be valuable insights for improving the product or service.
Use Social Listening Tools
Social listening refers to monitoring all conversations about your brand on social media. Multiple tools are available which send you an alert whenever someone mentions your brand. Having social media listening tools in your arsenal enables you to quickly respond to reviews about your brand. Moreover, social listening can help you understand how your brand is perceived by your target group. If done right, social media listening gives you great insights about your customers.
Host An Event
Hosting an event for your customers is yet another proven way to know your customers better. These days it has become much easier to conduct virtual events or do live streaming through social media platforms. You can use the opportunity to gain more insights about your customers and what they are expecting out of your brand. Furthermore, events help to establish connections with existing customers and potential target groups. You can host seminars, tutorials, online classes, entertainment events, or even simple chit-chat events.
It won’t be much beneficial if you go with a one-size-fits-all communication pattern with your customers. By segmenting the customers and tailoring the discounts, you can aim for improved brand loyalty. Customers feel more valued and stay loyal to the brand when you personalize the experience for them. It is a hidden opportunity to know more about the customers such as their purchasing patterns, buying choices, etc. Through retargeting, you can reach out to them and provide special discounts. Personalizing discounts, offers, and incentives is a great way to improve conversion rates.
Make Wise Use of Analytical Tools
There is no dearth of data when you want to build your customer profile. The key lies in extracting the value from the ocean of data that is available before us. Make use of various analytical tools to gain an in-depth understanding of your customer. Apart from various demographic insights, try to understand more about the customers such as their habits, preferences, behaviors, etc. This way, you can make sure the brand message reaches the right target groups.
Let Us Connect!
Do you want to make more value out of the customer data? Wondering how to improve the effectiveness of your social media campaigns? Let us talk! At Fresh Content Society, we develop strategies to grow your business by leveraging social media platforms. Get in touch with our social media marketing experts today.