Part 3: How to start with Social media
You made your
plan, realized it online and are working on your promotion.
Your first customers are starting to follow you. Now you
need to make sure that you do not loose them again (a lost
customer hardly ever returns) and that they are satisfied.
Start by throwing all your ideas about marketing overboard. Stop
bombarding your customers with your brand and brand details.
Stop acting at all. Just be silent and listen. We already
decided that the social media space cannot be controlled, so
Now the way to be successful in the social media environment is
to become social yourself. You need to interact with your
customers. Like I said you start by listening, but then you need
to react as well and make sure you wow your customer in the
process. Whenever you have contact with a customer, they
probably already know about your product, so do not mention that
at all. Instead deliver a perfect service and satisfy the needs
of your customer. Do not think “how can I get the biggest profit
out of this moment?”, but think “how can I make sure this
customer returns and starts talking positive about me?” When you
reach that last result, that is when social media will truly
start to work for you. Your customers will become your biggest
Do I interact with every customer?
Do you need to react to every customer who writes something
about you? That would probably be too much. Start with your most
faithful customers; those who react more than once or have said
something positive about you already and spent 80% of your time
with them. Then as your campaign (and probably your budget)
grows bigger, you can start interacting with more customers.
Be social off-line as
If you have a call centre or can be reached by phone, make sure
that every customer who calls gets that same Wow! reaction
again. Those people probably only call once in their life, so
that is the moment to turn them into faithful fans of your
products and ambassadors towards other online customers. Most
companies handle a complaint by telephone as nuisance, but try
to see it as an opportunity to gain another faithful follower.