With currently over 2.62 billion social media users worldwide, it would seem pretty easy to get the attention and engagement you deserve on social media, right? That’s how it appears, but if you’re not doing things correctly, the opposite results may occur – and chances are, they already have if you’re finding yourself reading this article. For that reason, let’s delve into how you can manage to increase social media engagement whether that be on Twitter, Facebook, Instagram, or the platform of your choosing.
Boosting your engagement
Consider these strategies:
Treating consumers like your customers is a start, but treating customers like your friends who you’ve known for years and care deeply about? That’s a whole new level of trust.
But before you go off the deep end, hold up. Building relationships with your customers shouldn’t be about sucking up to them, continuously offering discounts or freebies, or sending them multiple page-long e-mails expressing your care for them. That all seems desperate, pushy, and fake.
Rather, relationship-building consists of showing empathy and interest in what consumers have to say – whether they are a current customer, an unhappy customer, or not a customer at all. If you receive a complaint, you don’t just hear it, you listen to it. You take action. You thrive off of what others have to say and make that clear to your customers.
Build a relationship, not just a sale.
2. Following up
Following up with customers is exactly as it sounds: getting back to them. If a customer leaves a bad review, what do you do? Follow up. Apologize to them and make things right. Not following up can appear careless in the eyes of not just that particular customer but also to others if the post is located on a public website for others to see (e.g., Facebook, Yelp).
Other ways to follow up include:
- asking a customer to let you know how a product was after they already purchased and received it
- replying to a message or e-mail you’ve received days ago when you now have an answer for your customer who asked a question
- ensuring your customer’s complaint or concern got addressed (e.g., “Hi Karen, did our customer service team help you out with your damaged package?”)
3. One-on-one interactions
Another part of relationship-building and following up is providing one-on-one interactions. Through this strategy, the goal is to provide personalized, relevant responses to your customers.
Even for something as simple as a potential customer commenting, “Cool,” on one of your business’s posts, interact back. Say something along the lines of, “Thanks! We think it’s pretty cool too!” or “We’re glad you think it’s cool! If you’re interested, you can purchase it here…”
What makes something “one-on-one”?
Before we move on, let’s quickly discuss what makes a one-on-one interaction “one-on-one.” It’s a response to a customer that not only pertains to what the customer has said, but it also is something that isn’t just copied and pasted.
You might say “Thanks!” or “Thank you” to many of your customers’ compliments via messages or comments, but because it isn’t personalized, it’s not one-on-one. It isn’t unique from other interactions you have with other customers.
Even simply adding your customer’s name to the message (e.g., “Thank you, Gavin!”) may not be enough to make it one-on-one, but it’s a start. A message or comment needs to be well thought out, unique, and meaningful to the individual customer and their own personal experiences just as you’re talking to a friend or family member.
4. Tailored messaging
You may feel like a social media expert now that you’ve acquired the latter information; however, let’s talk about audiences.
While it sounds complex, one audience may not respond well to a certain message style the way another audience might. This is why you need to tailor your messages to specific audiences or customers with certain qualities.
As an example, you probably wouldn’t tell an elderly woman that the makeup you’re selling is perfect for clubs and nights out with your girls. (Hint: the target age would be somewhere around a female age 20-something, right?) It’s the same issue when you tell a teenaged girl that your makeup covers fine lines and wrinkles flawlessly. (No, no, no! Wrong age group! It’s irrelevant.)
With that said, consider your audience, their interests, and needs when responding to them or giving out more information about your product or service. Don’t act blindsided. Also, consider the lingo or diction you use when talking to certain audiences. Be considerate.
Getting the results you want and fast
Okay, so if the above ways of boosting your social media engagement seem like a lot for you to handle on your own, especially if you are a business owner with time constraints, there’s no need to worry.
Our professional team at KickFactory makes use of artificial intelligence to track down consumers who are looking for exactly what your product or service can provide for them. With realistic follow-ups and empathetic reactions toward social media users – all without looking like a sales pitch – we know how to increase not just your social media engagement but your sales as well.
If boosting your leads sounds like a plan to you, call us or shoot us a message for more information.engagement, Facebook, relationship building, social media, Twitter