CX Insights

Social Media – How Engaging With Your Community Is Always A Win

5 min read

Social Media has become an integral part of business today. Building a community for the target audience and managing the community is essential for building the fan base companies are trying to engage with. What are some of the ways people share content nowadays? How are businesses making websites and blogs more personable? And how do companies invite their community to contact them via social media?

Let’s take a closer look at these high level questions and why a lot of businesses are unable to answer them.

1. How do people expect to share your content?

Don’t Be Shy – Share Your Content! (Source)

The first aspect of building a social media channel is to develop content on a regular basis. Whether the content be infographics, industry articles, or blog posts, content is king when it comes to publishing. Being creative in the content development process can certainly help build a fan base.

Remember to always relate the content back to the goal of the social media channel or else you are posting content that will not generate revenue. Once the content is up and ready for your audience to view, ask yourself the following question: “How easy is it for my audience to share my freshly pressed content?”

Engagement on websites are beginning to dwindle, and as a social media publisher, the goal is to make the process of sharing your content easy and fast. The social media buttons, such as the Facebook Like button, Tweet button, and Pin It button, are great methods for allowing viewers to share the content within a desired network.

Adding a call to action will provide a small nudge to the visitor to share with their audience. The social share buttons is an easy tool to implement on websites, so there’s no excuse for websites to not have this type of functionality present on the site.

2. Make your website feel more active on social media

Uniqueness Separates You From Competition – (Source)

Businesses that are active on social media tend to see higher engagement rates with customers and also more revenue. This in turn attracts potential customers to Like or engage with the company and research an offer, service, or product the business is communicating to the audience.

A way to establish a trust factor with potential customers is having social media accounts accessible on the website. Placing simple icons of the channels the company is active on, creates a trust factor. In business trust is everything. Another simple idea is to integrate a Twitter or Facebook feed onto the website.

The great aspect of adding social media feeds to a website indicates a ‘fresh’ feel to the site where users are constantly engaging. A lot of customers, not only expect businesses to be contributing to social sites, but also responding to customer inquiries.

If you are one of those companies ignoring your fan base, kiss loyalty and revenue goodbye as these customers will look elsewhere. The key lessons are, if you have not already, create social media accounts, obtain the handles of the company name (at the minimum), make it easy for customers to view and engage in social media channels, and listen / respond to your fans in a timely manner.

Smartphones have created the ‘always on’ concept, where customers can access any information within in a few taps of a finger. Are your social media managers ready for customer inquiries?

Show Your Customers You Are Available – All The Time!

Tell Customers How To Get A Hold Of You! – (Source)

Now that you have your social media accounts up and running. It’s time to let the community know you are available and eagerly waiting to answer any questions. Most customers who interact with companies on social media channels are unaware of what time these channels are open and closed.

The key is to set expectations with the audience on how and when each question will be answered. For example, a business that is focused on providing a service like IT support, can use Twitter to take customers technical issues. Customers can tweet issues right on the Twitter timeline. The professional support individuals can perform the necessary due diligence on the tweeted issue and respond right in the stream.

If the problem cannot be solved on the timeline, you then can direct message the individual obtain contact information and create a real offline connection. This is a great way of establishing your company as an expert in the IT industry and exceeding expectations of actually providing a personal touch.

Being on social media is more than a full time job, but with smartphones being ‘always connected’ there’s no excuse on not being able to respond to social media messages in a timely manner. The key to social media is to engage with all prospects and publish the necessary content that will help ease pain points.

The Bottom Line

The key to success on social media comes down to three key aspects. (1) Allow audience members the ability to share content as they please. (2) Create a website with social media integrated into the website. And (3) show customers some love and respond to their questions in a timely manner.

Always remain humble when interacting with potential fans and keep in mind that being courteous and polite online will only make people want to interact with you more.

Your thoughts?

What are some of your thoughts about Social Media and how it has helped your business? We eagerly await to hear from you!

Featured image: Social Media – So Many Channels, Where To Begin? (Source).

Andrew Lopez
Andrew Lopez is a web developer, avid digital marketing specialist, and manage services provider for Zuma Technology! The main focus of his career entails working with small, medium, and enterprise level companies and assist them in incorporating sensible technology solutions into their business lives. He enjoys collaborating with businesses to make their work and personal life stress free.