Retail is associated with happiness; you know a little retail therapy heals all. But in exchange for this upper hand, customers maintain high expectations in exchange for their patronage. Luckily, with the amazing reach social media and SEOgives retailers, it’s easier than ever to turn customer satisfaction into a science. These marketing resources allow your company to easily asses problem areas and create new systems. Isn't social media marketing a dream come true?
How to use Social Media for Customer Satisfaction:
-Ask the customer
Everyone has an opinion, especially on their favorite retail spots. And more importantly, in our verbal world, everyone wants to share, if they deem you worthy. An online questionnaireor survey is your best social media platform for getting customer feedback or ask them personally. What’s even better is offering a small discount or free gift for feedback. Not only do you receive data for your company about the demographics of customers and what they look for, you encourage customers to step into your shop. And that leads to more money spending!
-Take it into consideration. But not to Heart
The tools businesses have now when it comes to studying and insuring customer satisfaction are invaluable because they are user friendly and fun. There is so much to learn from online customer reviewson yelp, Facebook, Angie’s list, yellow pages, trip advisor, etc. Look for the praise or issues that come up repeatedly and base your customer satisfaction strategy around these. If customers are consistently bringing up their issues with slow service or response times, that should be an indicator that your model could use some streamlining. However, don’t let the bad ones discourage you. Take all reviews in stride. The yelp secret is that it’s easier to post the negative before the positive. Remember, it’s not a personal hit against you. It’s an opportunity to improve.
-Participate In Your Customer’s Social Media
Customers are more likely to shop places they feel a sense of loyalty too. Loyalty comes from connection and positive interaction. When someone leaves a Facebook review, say thank you. Better yet, make your social media posts interactive. Many retail companies are successful because their customers feel connected to them online AND they feel connected to other consumers. It becomes a consumer family. When you create community, your company is bound to boom. Consumers like to feel as though they belong.
-Know what the competition is offering
Finally, pay attention to your competition online. See what kind of people they attract and how effectively they are able to retain interaction online. Companies like Victoria’s Secret and MAC have a client base that unifies women. They post pictures of pretty things and fun ideas that encourage customers to interact with each other and with the brand. Women shop because the product is great and their peers shop there as well. Learning from competitors and others that are successful in the industry is an excellent way to propel your Retail Company into success. Just remember, it’s important to also emphasize what makes you unique.
If you are in the Retail space and are interested in social media marketing, Contact us today! Our experts can help you.