Social media has opened so many doors for new opportunities, which it is why at Transformation, we focus a good portion of our efforts on developing our clients’ social media accounts. Social media plays a key role in a company’s marketing strategy and can even enhance the communication with their customers. The following explains why we think your company needs to focus on social media as a marketing strategy.
Communication on social media is immediate, which allows for better relationships with customers and more customer satisfaction. When people are angry and upset, have a problem, or when they need answers to their questions, they want to be helped immediately. They don’t want to wait on the phone lines to speak with a customer service representative, or wait 24 hours for their email to be read, sorted, and responded to. One of the most convenient elements of social media is its immediacy. The moment a post is made on your Facebook wall or a post mentioning your brand, you are notified right away and can take action. If you are able to respond within minutes of the post, your customers will be that much more satisfied. This is especially effective for customers dealing with a problem that has time constraints, such as a flight delay. This can, however, cause problems if a company is not prepared to answer the question it’s been presented.
Advertisements on social media allow targeting and retargeting, which is one of the reasons social media is so convenient. It is highly customizable and can be altered to target a range of demographics. For example, some ads allow you to target users by things like location, education level, work field and even search history. Any given social media website is able to see your information and can show ads specific to you as a person in hopes of reaching you.
Social media gives consumers the opportunity to share feedback regarding their experiences. Often you see a Facebook friend posting about a restaurant they recently ate at and their experience. This creates great buzz for businesses because word travels so fast through social media. This can also be a negative for a company if the opposite occurs and someone posts negative comments regarding their experience. This still allows for quick feedback, and the company can make changes as they see fit based on the input they receive from social media.
It is important to be in communication with consumers and customers and working to give them the best experience possible. Through social media, companies are able to receive feedback, communicate immediately, target their specific audience, troubleshoot problems, and so much more; just a few of the many reasons we find social media so important here.