How to Get Your Customers Over the Post-Holiday Attitude Slump
Why does it seem that time moves so slow leading up to the holidays, and then they’re over in an instant? After successfully completing the whirlwind of the biggest online shopping season thus far – it’s back to reality for you and your business. In fact, this season’s e-commerce spending rose to $48.3 billion, a 15% increase from last year, according to a recent comScore Inc. report.
But let’s keep this momentum going! This is your opportunity to make repeat customers out of your holiday shoppers. If we’ve learned anything in 2014, it’s that being interactive with customers yields a high ROI – in terms of revenue and satisfaction. While the investment a company makes in doing so varies, we can’t ignore the advantages a successful social media strategy offers.
Let’s look at 3 ways you can keep your customers satisfied through social media.
1. Be easy to find. By making yourself easily accessible through social media outlets such as Twitter and Facebook, consumers will appreciate a no-hassle way to get to you. Add icons to your website header, promotional emails, online orders, and any other communications you have with your customers. Icons or links to your social media pages will subtly encourage communication and engagement between you and your customers.
2. Be quick to answer. Dedicate a person or team to answer questions or concerns on social media so that they can respond quickly. Studies show that 72% of customers expect complaints on Twitter to be answered within one hour. While an hour may not always be realistic, set a goal for your social media team – whether it’s answering in 30 minutes or 24 hours. Once your limit is set, add it to your bio or info sections. You can control your consumers’ experience by setting their expectations from the get-go.
3. Be personable. Often times we forget that there is a real person behind a company’s social media account. Remind them! Small adjustments like introducing yourself, typing conversationally, or adding initials to responses will “humanize” your accounts.
By combining the three tips above, you can boost your customer’s experience and keep them coming back for more!