If you’re a small business owner, then you are probably fully aware of the importance of having a good reputation. Customer goodwill can make or break a small business, so it’s important to find ways to keep your customers happy without having to spend a lot of money.
One of the easiest ways to add value is to make your customers feel special. Keep them informed about what’s going on with your company, and engage with them via social media. Keeping up with all of the social websites that are out there can be difficult, but this is one area where outsourcing can help. Hiring a reputable social media agency, or even a digital marketing agency that understands how social media works can do wonders for your business.
Engagement vs. Advertising
One area where many companies go wrong is that they think of social media as a form of advertising in its purest sense. They assume that if someone likes them on Facebook, follows them on Twitter, or subscribes to their YouTube channel, it means that they’re giving the company permission to advertise at them incessantly. That couldn’t be further from the truth for most users.
Social media is about engagement. It is about swapping information, exchanging messages, and occasionally dropping a little advertising in. A good social media agency understands this. If you go too heavy on the promotion side of things, people will either block you or unfollow you, and they’ll always remember you as a spammer.
Support via Social Media
Some companies use social media to chat with the most avid of fans, and other companies use social media for support. A good example of this is T-Mobile, who has a dedicated advice stream on Twitter. Customers that are having problems can get in touch with T-Mobile via Twitter, rather than having to use email or telephone for a quick query. This is a great way to instil a sense of goodwill in your customers, and get some free advertising along the way.
If you have someone on staff that understands how social media works, then you could delegate the handling of your Facebook and Twitter feeds to them, however it can be a lot of work to keep up with requests if your company is a popular one. If you have more than a few hundred followers, it may be a good idea to enlist the help of a digital marketing agency to manage your accounts for you.
This post was written by James Harper of Boom Online Marketing. James writes on subject relating to business and technology.