Being on social media is nothing new. A lot of businesses are on social media. Many are even spending a lot of time and effort on social media. But are they using social media to actually engage their customers? Treating social media as another advertising channel is a big mistake. Here are some social media resolutions that can improve your customer engagement and lead to true return on investment (ROI).
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The Importance of Consistent Brand Identity
Logos and brand names can be fun to create, but having too many may be confusing to your customers. Logos and brands help create associations with certain attributes or features within customers’ minds. Using different names or images for the same brand can make it difficult for customers to know what associations they should have. The same may be true if you’re using different profile names and identities with social media.
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Social Media as a Vital Customer TouchPoint
When you’re thinking about your customer touchpoints, are you considering other ways customers may try to communicate with you or about you? Are your company or products mentioned on social media by customers having problems? While you may have the greatest customer support process in the world, it’s only good if people are actually using it to let you know about problems. Even if you’re not doing any other type of social media outreach, at the very least, monitoring for mentions of your company and products can go a long way for improving your online reputation.
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