Being able to reach a large number of people, and have them respond to you through social media is one reason social media marketing in Trinidad and Tobago has really taken off. But with this effective form of messaging comes a big responsibility. You must be prepared to work your customer service through another, highly visible channel.
Developing a solid social media marketing campaign aids in brand management largely through word of mouth marketing. To make the most of your social media efforts, try the following:
* Learn to talk about things with your customers other than just products and services.
* Determine related subjects that may be of interest.
* Be an advocate for them and provide information and assistance.
* Respond quickly to questions or concerns.
It’s about forming relationships and creating trust.
Fans and rewards
If you develop loyal followers, think about rewarding them. “Thank you’s” and shout -outs are nice, but truly loyal followers deserve a bit more. Offer rewards that are something that matters to them. For instance, if you run a retail store, offer them a sneak peak at new merchandise, or even a coupon for a small token item.
Show appreciation to those who routinely respond and act. However, make sure they earn the reward… simply making a comment here or there isn’t enough. Look for fans who write positive recommendations, make referrals, share numerous posts, and engage frequently in contests, polls, or events.
Be careful, though, social media can quickly become a channel for consumers to spread negative information very quickly if they feel they’ve had a bad experience. Make certain anyone in your company that is involved with your social media marketing knows how to handle unhappy customers. To see how quickly things can go wrong when you aren’t in the right frame of mind, read about this unfortunate incident from prweekus.com
Have you experienced exceptional customer service from a brand you are a fan of on social media? Tell us about it.
For help with establishing your own social media marketing in Trinidad and Tobago, http://www.wsiwwwexperts.com/contact-us/ today.