Use social media beyond marketing by making it a customer service hub that encourages conversations

New Ideas in MarketingEssential news for marketers, summarised by YouGov
January 21, 2020, 6:31 AM UTC

Offer personalised rewards to make customers feel special.

This article recommends marketers to adopt a customer engagement strategy to build brand loyalty which drives referrals, social proof, word-of-mouth marketing, upselling and cross-selling opportunities, and more. Brands should provide multiple touchpoints of customer support, namely live chat, email, call back, text messages, video calls and in-person hotspot.

They should personalise their communication with customers by paying attention to details and creating experiences based on unique situations. Companies should use email funnels to foster emotional connections and trust.

Marketers could create private forums, Facebook groups or dedicated mobile apps specifically for customers to interact with each other. They can leverage “power users” of such groups who naturally take ownership. Further, brands must create content which involves customers, such as interviews, success stories and case studies.

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[25 minute read]