Bring Your Social Media Customer Service to Life

Bring Your Social Media Customer Service to Life

A strong social presence allows you to communicate with your customers and build lasting relationships with core target markets and niches. A study by Bain & Company suggests that when companies engage and respond to customer service requests over social media, those customers, on average, end up spending 20 to 40 percent more with the company. With all the potential social media has tooffer your business, you need to make sure that your social media customer service is top-notch. Here are a few tips to help bring your online customer service experience to life.

Ditch the ScriptDitch the Script While automation is great in most aspects of life, when it comes to responding to customers on social media, you want your responses to be personalized and personable. Responding with personalized messages is time consuming, but we promise that your customers will appreciate your attention to detail and embrace your customer-first focus.

Really listen Talking and responding to customers via social media opens the door to new avenues of truly understanding their needs, wants and concerns. It’s important to stay up-to-date with what consumers are saying about your business on a daily basis, and take into consideration their comments. If consumer comments are consistently negative, think about ways your business could utilize their comments to better your customer experience. If comments are positive, give yourself a pat on the back, and then respond thanking them for their support. Anything you can do to show your audience that you’re listening is great!  

Be speedy When it comes to responding to customers on social media, speed matters. In fact, 32 percent of social media users expect a response with 30 minutes, and 42 percent expect a response within 60 minutes.Bottom line, make every effort you can to respond to your customers as quickly as you can.

Take things offline OfflineNot every issue can be resolved via social media. Sometimes,responses require sensitive customer information and need to be taken offline, or transferred to another channel, like email or phone. But just remember to do this in a way that will not annoy the customer. One study revealed that 37 percent of respondents mentioned that “getting passed around” from agent to agent, or department to department, is a major source of frustration. When taking things offline, do so in a friendly manor, kindly asking your customer to call a specific number or to email your business to further discuss their concerns.   By delivering a great customer experience via social media, you can build longer and stronger relationships, and create more loyal customers. The social media team at TAG understands the importance of a timely social media customer service strategy, and will work with you to ensure that your customers are happy and being heard. Contact us today to learn more!

Is Your Brand Right for Instagram?

Instagram is growing exponentially! With more than 400 million users, Instagram is a favorite social networking site among millennials. Is your business considering using Instagram? Before you get started, there are a few things you should consider.

The first thing you should think about is whether your brand is right for the audience that’s on Instagram.

  • The Instagram audience is pretty evenly split between men and women
  • 52 percent of users are between 18 and 29 years old
  • 24 percent of users have a college degree or higher
  • 53 percent make more than 50 thousand dollars annually

A great thing about Instagram is it’s truly one of the most personal networks, that allows your brand to share your story, background, history and vision in an engaging, visual way

Showcase customers using products or services
Showcase your products in new and interesting ways, and allow your followers to “window shop” through your Instagram account. For example, if you own a company that sells makeup, you can use photos and videos to showcase how your products are used by your customers. Plus, people LOVE to see themselves featured on social media platforms!

Go behind-the-scenes
Show your followers some great behind-the-scenes images that display your company culture. Snapping a photo of team members working or enjoying themselves is a great way to offer your followers an exclusive look into your working world.

Utilize hashtags
Don’t forget to take advantage of trending hashtags to give your message more exposure. Using hashtags that apply to your industry is a great way to play into what your brand is all about while engaging your target audience at the same time!

Content
Be sure you take the time to really think about your content strategy and plan what types of photos and videos you want to be using. There are a few tips and tricks you can use to increase engagement, including the following:

  • Posting a photo without a filter receives more engagement than a photo with a filter
  • Utilize the color blue to increase engagement—you’ll see about a 24 percent higher engagement rate in these photos

Don’t forget to share your Instagram content on other platforms, as well! Instagram makes it easy to share your content on other social networking sites by giving you the option to share on Facebook, Twitter, Tumblr, Flickr and more. And did you know that you can display your Facebook Ads on Instagram, too? This can help you get more bang for your buck out of your Instagram marketing!

 

Is your brand ready to take the plunge into Instagram? If you need help with your Instagram marketing, or any other social media strategy, be sure you give the experts at TAG a call, or visit us online!

 

You’re in love with your new website. Now what?

Website Traffic photo

The day you have your website built and launched might be one of the best days of your life. But don’t let yourself slack off during the honeymoon phase. There is some serious work to be done to drive traffic to your new site and make an impact in your market.

Be sure to put yourself out there

You know how everyone loves posting their big life events on their social platforms? Do that with your website. It’s a big life event in the timeline of your business, and that’s something you can justifiably brag about. Link to your site through email, Facebook, Twitter, LinkedIn, YouTube and other meaningful social platforms.

Word to the wise: Embed your YouTube videos on your homepage to increase your chances of being found organically through search engines.

Pay to play in the digital marketplace

Don’t underestimate the power of cash when it comes to digital traffic. Google Adwords, display ads and even ads on social media take your messaging beyond the limited scope of organic reach. Use a variety of designs and messages to reach targeted audiences and drive traffic to website content relevant to them.

Word to the wise: Marketing budgets are allocating more money to digital marketing each year. Be competitive in the marketplace by promoting your website with audience-enhancing ads.

Know the effect you have on your audience

Keep tabs on your website traffic with tools like Google Analytics. Note where your audience is coming from by monitoring referrals and search terms, and watch which messages gain you the most traffic. This is a strategic way to know what your audience is interested in and what makes your website relevant to them.

Word to the wise: Set goals for traffic—decide which pages you want to see traffic on, how much traffic you want on those pages and how many inbound marketing leads or e-commerce purchases you consider successful in a set increment of time, whether it’s one week or one month. Use digital methods to work toward those trackable goals!

Participate in active listening

Stay responsive to your audience. A digital relationship is something that takes ongoing work—don’t let yourself go just because your site is live. If you treat your website as a “set it and forget it” asset, you’re missing out on opportunities—and revenue! Tweak content and messaging according to your analytical feedback to keep things fresh and relevant.

Word to the wise: Use matching design elements across your website, social platforms, print and broadcast media in order to preserve your brand, but keep your branded content and campaigns dynamic and exciting month over month.

 

TAG understands new website infatuation, but we’re in it for the long haul with our clients. Think of us as your digital relationship counselor. From driving website traffic to creating complete marketing plans, feel free to reach out to the TAG team when your digital presence needs that extra something sprinkled in!

Video might be the secret digital marketing ingredient you haven’t added yet

Online Video

A solid digital marketing recipe takes more than just sugar and spice. Video is the zest of the social media world. If it’s not in your strategy, its absence is definitely noticeable at a time when a good branded video experience can make 39 percent of viewers more likely to research your brand or product further and 19 percent more likely to share other content from your brand.

So, here are some video-sharing platforms to consider integrating into your digital marketing strategy—and fast.

YouTube

YouTube ranks as the world’s second largest social network and second largest search engine, meaning posting video to YouTube puts you in a good place to be found by potential customers. And, YouTube is getting into the e-commerce referral game with interactive features allowing viewers to buy products and services directly from the video platform.

Facebook

Video will rule Facebook in 2015. In the last year alone, video uploads have increased by 94 percent with Americans watching at least one video on the social network each day. Users will see four times more video in their Newsfeed in 2015—will your video be one of them?

Twitter

Twitter is introducing Promoted Video in 2015. Video ads will autoplay for six seconds, and Twitter’s beta test found that these native videos generate better engagement and more views than before. In addition to better user experience, these promoted videos also offer a Cost Per View ad buying model—meaning marketers only pay when a user clicks to play the video.

Instagram

200-million users strong, Instagram generates high engagement rates with 15 times more engagement than Facebook and 40 times more engagement than Twitter. And, this Facebook-owned platform now offers 15-second autoplay video advertising spots, though targeting ability is not as advanced as other channels. If brands can tailor their content to Instagram’s aesthetics, they can really bring in the engagement from this platform’s new sponsored videos.

Snapchat

Snapchat is growing as a marketing tool, allowing businesses to share messaging while being casual and relatable to their audience. Snapchat is perfect for showcasing your personality, and it’s also a good choice for teasing products, promoting sales and even hosting contests.

 

While there are many other video-hosting platforms available, these are the major players for 2015, and it will pay off BIG TIME to get them into your digital marketing strategy. From social media platforms to email campaigns to websites, video is perfect for showing off your brand and sharing your messaging in an engaging, meaningful way that drives traffic and conversion across channels.

For help creating an integrated digital marketing strategy that makes the most of video, get in touch with the team at TAG!

Are you leading, but losing? Four reasons every CEO should go social

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Social media is the new normal. We utilize social platforms to connect with family and friends, but they have also fundamentally changed the way businesses communicate with consumers. However, while brands are embracing social media, many CEOs aren’t. So while you are effectively leading your organization, you might be losing when it comes to social.

A study by Weber Shandwick surveyed C-level executives about their CEO’s use of social platforms. Of those surveyed, 76 percent think it’s a good idea and want their CEO to be actively engaged in social media to help build business and establish trust in their industry. Take our advice (and your C-level executive’s!) and start engaging on social now!

Here are four reasons every CEO should embrace social media: to showcase innovation, communicate and build relationships, build your business’ reputation and see tangible results. 

Showcase innovation

Be the first to do it, and do it right – that’s innovation. Use social media as a platform to be seen as an innovative leader in your industry. Connect with other executives and groups on LinkedIn to share industry insights, company blogs and awards. Lead your marketing team to create a strategy for a LinkedIn business page and build up a base of followers who want to know more about YOUR company.

John Legare

Create a Twitter account that not only retweets company information but also shares interesting articles, engages people in conversation and even adds humor and personality to your work. Feel free to tag other businesses and create friendly competition in the Twittersphere.

Communicate and build relationships

Being socially active allows you to communicate while building relationships with key influencers, potential clients, your colleagues and your staff. When used effectively to connect, CEOs who use social media make their employees feel inspired, technologically advanced and proud to work for an employer who embraces the future of communication while giving their company a face and personality.

Social CEO - Benefits

Build your business’ reputation

In 2014, consumers make judgments about your business’ reputation based on what they find online, and 82 percent of consumers put more trust into a company whose CEO has a Twitter account. Does your company stand out as a leader? Adding social to your personal strategy allows you to spread more positive information about your business, become an innovative leader in your industry and cultivate a strategy to always be top of mind with your target demographic. After all, social media is where your prospects, employees, current customers and peers are looking for you.

Richard Branson

Connect and see results

Social media is a two-way conversation. Make sure you listen to what people are saying about you and your brand on social media. Ask questions, engage with and respond to your followers to create a meaningful connection that will lead to brand loyalty, new business and sales. Be your company’s secret social media sauce when it comes to sales by inspiring those following you.

Bill Gates

Over the next five years, trends predict that 50 percent more CEOs will be actively using social media. You can no longer sit on the sidelines – stand out as a leader with smart social today!
Follow our CEO Mike Vondran on Twitter @TAGMikeV and connect with him on LinkedIn.

Click here to learn more about TAG’s social media marketing strategies and services.

*Studies and infographic from Weber Shandwick.