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1. Build a sense of trust.
Whether or not, you offer some kind of customer service via your online channels, it is important that you build a sense of trust with your customer. Relationships are built on trust. It depends on the way you 'speak' to your customers on your social channels, your website, your chatbots – and particularly offline. Be clear in delivering a message that is consistent about what you do, what your brand or product promises, how you deliver on that, and what your customers (and your target audience) can expect from you.
Keep your customers informed about changes, updates, and problems (if any) with your products and services. Be consistent, and deliver a mix of information that is relevant to their everyday lives, as well as good news from your side – that is of benefit to them. When you resolve a problem that a customer had had – beyond their expectations – they usually become loyal customers and advocates for your brand and product. That's what trust does for you.
Keep your customers informed about changes, updates, and problems (if any) with your products and services. Be consistent, and deliver a mix of information that is relevant to their everyday lives, as well as good news from your side – that is of benefit to them. When you resolve a problem that a customer had had – beyond their expectations – they usually become loyal customers and advocates for your brand and product. That's what trust does for you.
2. Listen to your customer. Be open to feedback and criticisms.
Customer feedback, criticisms, suggestions are hugely useful because they are direct input and insight from those who have used your product or service firsthand. This allows you to and fine-tune your products, iterations, fixes and new versions to the specific needs and preferences of your target audience. You can use surveys, open social media channels that allow for interactions, communities, user groups – even user generated videos such as unboxings and 'first impressions'.
3. Be reachable, be open, be honest.
4. Give them value. Create usefulness.
To win with your brand's content marketing strategy – give something away – for free! Not prizes, not coupons. Value. What you need to do each and every time is to share content with your audience that is useful and valuable for them. That's how you create an experience that your target audience will enjoy, benefit from, and look forward for more. And be consistent with your generosity!
Content is hugely valuable in our currency of marketing today. How do you create a winning content plan for your brand? There are so many ways to use content to better market your products and services, to better connect to your target audiences, and engage consumers. Whichever way, whichever types of content you plan to create and share, remember that end-user value is critical.
As far as the types of content you can or should create, see Content Marketing Strategy: What kind of content should you create.
Content is hugely valuable in our currency of marketing today. How do you create a winning content plan for your brand? There are so many ways to use content to better market your products and services, to better connect to your target audiences, and engage consumers. Whichever way, whichever types of content you plan to create and share, remember that end-user value is critical.
As far as the types of content you can or should create, see Content Marketing Strategy: What kind of content should you create.
5. Always, always deliver what you promise.
Yes, you create value, yes you are open and honest, but are you delivering what you promised? And then some? This is important. When you make a promise, keep them within the boundaries of what you can manage to deliver – and make sure they match your goals. Your deliveries, your actions do not have to be flawless each and every time, but make sure you fix things, repair any emotional damage to trust, and then go the extra mile.
Customer experience today is a tough game. And social media has made it a game where the rules are constantly changing. Play it right, and your brand will resonate with your audience. Please share this with your friends and colleagues today.
Customer experience today is a tough game. And social media has made it a game where the rules are constantly changing. Play it right, and your brand will resonate with your audience. Please share this with your friends and colleagues today.
Now please read (and share) these related posts:
• 8 steps to building Awareness and Customer Loyalty with Social Media
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