Having a positive reputation is very important to businesses especially with its online presence. Social media is a big part of almost every consumer’s everyday life. Catering to them through social media customer care or simply social care is essential to boost a company’s reputation.
Sixty-seven percent out of the 23,000 online consumers that were surveyed by J.D. Power said they do lookup the company’s social media accounts and get customer support there.
How much influence does social media has to consumers?
But how much do Facebook, Twitter, Instagram, Pinterest, LinkedIn, and other social media tools can influence a person’s perspective on a particular brand?
DigitasLBi’s 2015 Connected Commerce study revealed that 52 percent of consumers were influenced by Facebook, while 46 percent were influenced by Pinterest, 43 percent on Instagram, and 36 percent on Twitter. These numbers are just going up every year since more and more people are relying on social media for their online and offline purchases.
People only purchase goods and services from businesses they trust and think has a great reputation. NM Incite’s 2012 study, “State of Social Customer Service Report”, stated that 71 percent of customers will likely recommend the brand that gave them positive experience and response using social media customer care rather than the ones who never responds.
Ways to use social media customer care to create positive reputation
There are different ways on how companies use social media customer care to garner positive reputation.
One way is to always answer queries, especially the negative ones. People expect fast and reliable answer to regarding their concerns on social media. According to Edison Research, 42 percent of consumers who contact brands through different social media platforms expect a response in an hour while 32 percent of consumers expect it within the first 30 minutes. So you have to be fast and honest when it comes to answering your customers online.
Another way is to be a friend to your customers. Answering your customers online the way you would talk to a friend is another way of achieving positive reputation. Since receiving great customer experience is one of the top things that consumers value nowadays, talking to them while not sounding like a robot is a great plus.
Replying to a feedback or comment can also help your reputation make a more positive turn. With the whole customer experience reaching its new heights, companies try to acknowledge as much customers as they can. This is because people would love to know that their presence is valued. Even a simple ‘yes’ or ‘no’ on Twitter can make or break your reputation.
If you can give flawless social media customer care to your consumers, they will likely view your brand positively.
Even brand reputation is an intangible asset, it can still be measured by how your consumers react to your brand. Contact us and have more presence online so your positive reputation will increase together with your sales.
