We all know the power and the essential function of email to communicate with and nurture our customers, but what about social media?  Is it truly worth it to use social media to communicate with our customers?

Especially with the effects of the recent pandemic, social media is a more important tool than ever to communicate with customers.  With everyone staying home more, the amount of time they’re spending scrolling through social media is increasing.

The Stats

43% of people say that their social media consumption has gone up due to the pandemic, and over 51% of the world’s population is on social media.  If you’re looking to reach consumers, 51% of all of them can be found here.  68% of US adults use Facebook. 90.4% of millennials, 77.5% of Gen Z, and48% of Baby Boomers actively use social media.

People spend an average of 3 hours on social media per day and 54% of browsers use social media to research products. Many buyers are looking for reviews and recommendations on social platforms. Plus, 91% of social users access platforms via mobile devices.

The Benefits

As we’ve seen, social media is where consumers can be found right now, especially during COVID-19.  More and more are relying on recommendations from influencers and are more likely to recommend a brand or service provider to friends and family when they have a positive experience with a brand on social media.

Plus, social media provides a personal, intimate way to connect with prospects and customers. It’s the ideal place to develop connections that make them feel supported, heard, and helped by you.  It’s a wonderful place to nurture one-time buyers so that they continue to have positive experiences with your brand and become returning customers in the future.

The How-to

So, how can we actually put communicating with customers into practice using this goldmine of social media platforms.

1. Stay visible on social platforms by consistently putting out content centered around your ideal buyer’s needs, desires, struggles, and faq’s.
2. Set aside time to respond to messages each day, and if appropriate, set up a trusted autoresponder.
3. Respond to comments and help the people who are engaging with your content.
4. When a customer shares something positive about your brand on social media, share this to your own Facebook page or Instagram story. Tag the customer and reciprocate their kindness with a personal thank you message.
5. Post stories and captions that encourage people to share something exciting or meaningful to them. If you’re using Instagram Stories, share the responses. They are able to be shared anonymously but help people feel special when they see their response in the story.
6. When you ask for questions for an faq video, it definitely makes people feel heard when you list some of the specific questions you’ll be answering, and you word it exactly how they worded it.
7. When you have a contest (if possible and if you’re small enough) Don’t just announce the contest winner, take some time to also message the other contestants and personally thank them for entering.

If you need help designing content that’s centered around your ideal buyer’s needs and desires, check out Strategy Sessions here.