Understanding customers is the key to giving them good service.
To understand your customers well, you need to be attentive whenever you are in contact with them.
The potential rewards are great: you can increase customer loyalty and bring in new business through positive word of mouth recommendation.
Social media is an extension of your business. Whether it's a tweet, website update or a post on facebook -- knowing your customers expectations is the key to success and providing good service.
Here are 6 tips to understanding your customers
1. How do your customers use the web?
Is your customer primarily sitting at their desk infront of a computer? Or at a laptop on the couch? or maybe mobile devices and smart phones best defines your audience?
2. Discover
Find out where your brand is mentioned on the web. Google your brand, business and name. Discover brand, product, keyword, competitor, influencer mentions. Determining this will help assist you in uncovering what social sites work best for your brand.
3. Listen!
This is the most important but yet undervalued aspects to social media. Listen to your customers more than post. Track your customers and search for them on social media. Find if they are talking about your business online - whether good or bad. Interact with your customers online the same that you would interact with them in person.
4. Planning
Determine your business objective. This could be anything from improving customer service to generating more sales. The next steps in planning are to identify the value your small business and define your level of commitment to achieving your objectives. This is the key to keeping your customers engaged.
5. Execution
How will you execute your plan and social media objectives. Who will deliver your posts and where and how often will they be disseminated.
6. Measurement
Measure your small business efforts through four KPI's (Key Performance Indicators). Brand recognition, Share of voice, Engagement, Reach. These four targets will help you calculate your efforts and maintain a keen eye on your effectiveness.
The more you know about your current and potential customers, the easier it will be to engage them online and the easier it will be to create posts on all your social networks.
All my best,
-Jen
Questions or comments take 'em to my facebook page I'll be happy to answer you.
