Combining Social Marketing & Social Care
In today’s world, everything is done on social media or using the internet. Throughout these technological advances, some business owners have lost sight of what is truly important to its customers: a brand that cares for and serves its clientele.
The way you communicate with your customers is constantly changing. Social media has been the biggest contributor to that change. Initially, for businesses, it was a way to communicate with customers one-way. Businesses have used social media to broadcast information.
Now, it has become more important than ever to use these channels to engage and interact with clients, as well as serve them. Many brands have taken to different social media channels to provide customer care, offering online support and direct response to feedback.
What if you were able to incorporate both into your business plan?
Combining Marketing and Customer Service
For years, businesses have separated marketing and customer care efforts. Many believe that if they are putting time and money into social media marketing, they are connecting with their clients in a sufficient manner. Social media marketing and customer care don’t have to be as disconnected as they are for most companies. Businesses able to intertwine customer care and marketing change the game in their respective industry by becoming a brand people enjoy interacting with.
To successfully combine these two departments, you will need to get your customer care and marketing teams on the same page. Historically, these two departments have had completely different goals: customer satisfaction and complaint resolution vs. generating new and repeat business. What most don’t realize is that these two things go hand in hand. If your customers are happy, they will help your marketing efforts by referring other customers and possibly even giving social reviews.
Customer relationships shouldn’t only be on social media. Make sure you nurture your current clientele. This needs to extend beyond the regular email marketing newsletter. Be sure you are sharing relevant information, answering questions and concerns, and maintaining an open line of communication.
How to Be Efficient in Social Care
When it comes to customer care, most businesses need to be hands-on with customers. However, needing to be hands-on for customer care may take away from your marketing efforts. The best way to make sure your customer care techniques are the most efficient, you can choose to hire out for marketing or care, depending on your company’s style.
Whatever your defined style may be, be sure that it is consistent and maintains your brand’s image and mission. These amazing brand experiences don’t happen if your marketing and customer care teams aren’t on the same page.
Remember that your customers don’t know who is doing your marketing or even who they are talking to when they reach out online. Sometimes finding virtual support is one of the best solutions to ironing out the divide between customer care and social marketing. If you are looking for an outsourced solution to your marketing or customer care teams, let us help! Schedule a risk-free appointment today.