Turning your customers into brand ambassadors can help your business to grow quickly. But how can you use social media to achieve this?
Connect with your followers
Actively engaging with your followers is the first step towards turning them into brand ambassadors. Initiate conversations with them and find out why they love your brand or ecommerce site. Recognise that your customers are important and make them feel valued.
On Twitter, this means responding to people who’ve mentioned you, and doing so swiftly. A conversation shouldn’t take hours to begin, it needs to be quick to capitalise on the customer tweeting you.
Build trust
Once you’ve started to engage with your followers, you need to gain their trust and meet their expectations.
This is mainly about the products that you sell. Ensure that you are proud of your product range and that customers are satisfied with their purchases. To buy products from you, they need to trust you – don’t take advantage of this. Fulfill their expectations and gain their trust.
Solve problems
If any follower says they’ve had a bad or negative experience with your ecommerce portal, deal with their complaint swiftly. Ensure that whoever deals with your social media keeps their eyes open for any negative tweets or Facebook messages.
Don’t forget that the customer is king – and never more so in social media, where others can see how you’ve dealt with them. Often, if you’ve dealt with a problem correctly, the customer/follower will end up even more loyal than before. It’s never too late to turn a bad experience around.
Say thank you
Reach out and thank followers. Just as it’s important to deal with negative feedback, you should respond to positive feedback.
If a customer says they’ve had a great experience buying from you, thank them. If someone retweets your content, why not thank them, too?
The key is to not take your followers for granted. Your existing and future customers won’t become brand advocates simply by being your customers – they need a reason. So don’t be routine in your engagement with them, stand out from the crowd.
Give them strong content to share
For social media followers to become brand advocates, they need content to share. So whether you use Facebook or Twitter or another social network, ensure you use it regularly, posting interesting and relevant information.
For example, if you are expanding a line of products, write about it – let your customers know and share. On your website, it’s also important that you make it easy for customers to share the information: include a tweet button, Facebook like button, etc.
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