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Have you talked to your Net Driven Customer Relationship Manager about our Reputation Management service? Our new feature of our Social Media Master Tech service ensures that your business is well represented across major social platforms. We take the weight of responding to your reviews--both negative and positive--off your shoulders, while keeping an eye on your business presence on Facebook, Twitter, Google My Business, and Yelp. Learn more from your CRM today!
Don’t tell your customers about your business – show them.
Visual marketing connects you to your audience with a single picture, video, or graphic. It allows your customers to gather a better understanding of what you do. Visuals enhance your social media presence and start an open conversation with your audience. Use these tips to get the conversation started.
- Get creative: Use infographics to show your customers what usually happens when they leave their vehicle with you. Walk them through the steps of a basic repair to ensure them that they’ve made the right choice.
- Get personal: Show your customers the face behind the car. Let them get to know your team of expert mechanics. Sharing personal photos like this adds a human element to your brand, making your customers feel closer to you. It can even act as a recruiting tool when it comes time to expand your company.
- Get moving: Take short videos of your team at work. Show your customers how hard everyone works to get the job done. Add videos of some fun activities you do around the shop to show your true personality, too.
The more personal you get with your social media presence, the more likely your customers will recommend your business to their family and friends. Make them feel comfortable and confident that they chose the best mechanics for the job.
Social media is all about building a community, strengthening personal ties to your customers, and of course, promoting your business, too. But how do you go about doing all this? Where do you start?
Once you’ve established your social media profiles and started posting your own content, you can directly communicate with your customers in a number of ways.
Talk to them. Not at them. Acknowledge reviews (both good and bad) with personal responses, either thanking them for their patronage or offering to make a less-than-ideal situation better. By communicating directly with your customers, you’ll create deeper connections than simply promoting your business.
Ask for their opinions. It’s important that you make decisions to lead your business, but it can be helpful to ask for your customers’ opinions on matters that affect them. If you can’t decide on which coupon deal you’ll offer in the fall, create a poll and let your customers vote. Including customers in a decision-making process will help them feel more involved in your community.
Respond in a timely manner. In today’s fast-paced world, customers expect responses to their comments, private messages, and reviews--and they expect them quickly. According to Social Habit, 42% of customers expect a response within an hour. And 57% expect your response time to be just as swift on the weekends as during normal workweek hours. This can seem daunting, especially when your business is busy. But instead of seeing this as a burden, view it as an opportunity. The more rapidly you respond, the more business you’ll earn.
The ultimate goal of your efforts in communicating with your customers is to treat your customers with dignity and develop their trust in your brand. This process creates more loyalty to your business which translates to more repeat customers, and more customers willing to refer you to their friends. If communication is the key to any relationship, than make communicating with your online customers a priority for your business.
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Updating your customers on any new information about your shop is vital to keep those customer relationships strong!
Take a look at Hwy 10 Car Care. Last month, they were so excited about lowering their prices to keep their customers happy that they couldn’t wait to let everyone know. They even added a link to their online quote center so customers could start exploring their new prices immediately.
Thanks to a boost campaign from the Net Driven social media team, this engagement reached over 1,000 people and the likes kept rolling in. Customers were enthusiastic about this change and appreciated that Hwy 10 Car Care shared this important information with them.
Wondering how to make connections like this with your customers? Talk to your Net Driven Customer Relationship Manager today to learn how our team can help you get the word out.