How To Use Social Media For Customer Engagement And Improved Satisfaction
Author: Nivethitha Narayanamurthy
Date: April 09, 2023
Social media has become the go-to platform for customers to communicate with companies, leaving behind traditional methods such as email and phone calls. Today, customers expect brands and companies to engage with them in meaningful ways on social media. In this blog, we'll dive into the importance of social media interaction, how it can benefit your business, and the most popular ways customers interact with brands on social media.
Why does Social Media Interaction matter?
Social media interaction is a two-way conversation between a company and its customers on social media platforms. This interaction can take many forms, from responding to a customer's comment on a post to addressing a negative review. How a company interacts with its customers on social media can significantly impact customer satisfaction and retention. Positive social media interactions can turn a casual shopper into a lifelong fan, and every interaction is an opportunity for a company to build a stronger relationship with its customers.
The Benefits of Customer Engagement on Social Media
Social media is a conversational platform, and customers are looking for a dialogue with the brands they follow. A recent survey conducted by Harris Poll on behalf of Sprout Social found that 78% of consumers are more likely to buy from a brand after a positive social media interaction, 77% are more likely to choose a brand over its competitors, 76% are more likely to recommend the brand to others, 72% are more likely to increase their spending with the brand, and 70% are more likely to develop a stronger bond with the brand.
Not only does social media interaction help build customer loyalty, but it also has the potential to increase engagement rates, boost brand visibility, and attract new customers. As social media continues to evolve, the ways in which customers interact with brands will change and grow, making it increasingly important for companies to have a solid social media interaction strategy in place.
The Most Popular Ways Customers Interact with Brands on Social Media
Liking Posts
45% of consumers like posts from brand or company social media accounts. Tracking which posts receive the most likes can provide valuable insights into what your customers are interested in.
Following Accounts
57% of consumers follow brands to learn about new products or services. Growing your follower count creates opportunities to expedite the buying process.
Sharing Content
71% of consumers are influenced by posts from people they know, making organic content a valuable way for brands to reach a wider audience and influence purchasing decisions.
Reporting Issues
Two out of three consumers attribute a high level of importance to responsive customer service on social media. Brands have seen a 60% increase in support requests coming in via social media in the past year.
Sending Private Messages or DMs
Whether a customer is asking a question, seeking support, or sharing an opinion, every interaction, even those that happen in private, is an opportunity for a company to make a connection and influence perception.
Following Influencers or Brand Ambassadors
Partnering with the right influencer or brand ambassador can build a deeper connection between your brand and your customers.
Tagging Companies in Posts
Tagged posts can help turn customers into advocates. Sharing tagged posts that celebrate your product or service can create an opportunity to celebrate that customer and their experience with your business and build valuable social proof that can convert potential customers.
In conclusion, the way customers interact with brands on social media has a major impact on their satisfaction and loyalty. Companies must have a clear social media interaction strategy to keep up with the changing expectations of consumers. From tracking likes and followers to responding to reviews and private messages, there are many ways to engage with customers on social media.
