Survey reveals importance of social media in contacting clientsHow do communicate with your clients? Do you prefer email? Do you still use the Royal Mail? Or the telephone? Increasingly, social media is becoming a main communications channel. This week, the Manchester SEO Company has learned of how social media has become a top dog over traditional methods. Therefore, people are likely to turn to Twitter for immediate answers, such as when the next tram is due. Or Facebook to ask about certain product types.
This was revealed in a survey of 1,000 consumers, seen on the SME Insider website and conducted by Echo Managed Services. It stated that:
- 18% use social media to make a complaint;
- 14% use Twitter, Facebook et al to make a booking;
- 13% use social media websites to make enquiries;
- 29% would take their business elsewhere if dissatisfied.
The most telling statistic was the amount of people who would take their business elsewhere, after being treated shoddily. An unhelpful tweet or long wait for a reply could sway us towards their rivals. Which is why it pays to take your social media activities seriously.
Both Facebook and Twitter offer immediate access and scope for instant feedback. Though an online chat facility may be useful on a website, a social media presence is more approachable. Many digital tablets and smartphones are likely to have a social networking app or three.
Why stop at Facebook and Twitter for your social media strategy? Don’t forget Instagram, Pinterest and Flickr for your product pictures; Google+ as an alternative portal; or LinkedIn for professional contacts. You would also be foolish to rule out YouTube. This could be used for product demonstrations, video blogging, or commercial features.
There’s more to short form immediate impact content like videos and images. Don’t forget to blog, particularly on your products and services, plus any events that concern your business. If one of your colleagues did a sponsored run, shout about it on your blog; augment this with pictures and status updates.
Some of your customers might find out about your products via the blog and wish to comment on them. From there, consider signing up to a review site like Yelp or – if your business is in the leisure and tourism or retail and hospitality industries – TripAdvisor.
Social media is going to be with us for some time. Ignoring its potential and improved interactivity would be foolhardy.
Manchester SEO Company, 15 January 2016.