10 Ways to Use Social Media to Improve Customer Experience and Satisfaction

10 Ways to Use Social Media to Improve 

Customer Experience and Satisfaction

Social media can be a powerful communication medium to enhance relationships, earn trust and build brand awareness. Delivering a solid and quality product or service is only part of the equation for brand success in serving the needs of the always on, always connected customer of today - what customer journey and experience are you designing for your customers and audience? Your customers don’t just land on your website and then buy from you within 5 seconds. They’ve likely been on a journey and your website, blog or social platform is simply one of the stops in that process. 


Communicating with your customers when, where and how they want you to communicate with them is critical. Today’s mobile and connected customer requires you know not only the right time but the right place to communicate with them. If you don’t, they’ll just go to someone else, to another brand who’s taken the time to understand who they are and what they need. Smart brand leaders know that social media can help them differentiate and rise above the status quo when implemented correctly with goals that help improve the customer experience. Social media can be leveraged to nurture relationships with customers, prospects, partners and their broader community. Every touch-point matters. From the first connection on your website, to the contact form to your Facebook page, to every Twitter communication, email marketing message or phone call with your customer or sales support team - every brand touch requires thorough thought and planning. Did you know that it takes on average 6-7 brand touches before someone will remember your brand? You have less than 10 seconds when a person lands on your website or blog for that visitor to determine if they’re going to stick around to learn more or bounce right out. The same goes for when they land on your Facebook page, LinkedIn company page, your own personal social profile on any of the social networks. Your brand is not what you say it is or what you write for your corporate Twitter bio, Facebook profile or LinkedIn company page. Your brand is what people say about you. Your brand is what and how you make people feel. Your brand is the experience you deliver to customers, prospective customers, partners, your community and your audience online and offline. Your brand is how quickly you reply and answer questions. Your brand is the tone you use when communicating with your peers, thought leaders in your industry and niche, your employees and even competitors online. You brand is how you show gratitude. It’s how you handle a public online, crisis. It’s how you build and nurture community. Customer experience is your brand, period. So what customer experience are you delivering your customers, audience, partners and community online? Is it positive? Is it human? Is it authentic? How transparent is it? Is it helping you build a lasting and meaningful impression? Is it inspiring people to connect with you, engage with you and buy from you today, tomorrow or next year? Is it pushing people away or bringing them closer to you and your brand? Take a listen to the 191st episode of the Social Zoom Factor podcast to learn 10 easy ways you can start using social media to provide an amazing customer experience for your audience, customers and broader online community. Learn how you can leverage social media to differentiate your brand and win in your specific industry and niche.