In January's installment of our monthly social media newsletter, we'll cover product updates, tips for boosting your social media engagement, and a social media success story you won't want to miss!
No new updates at the moment, but in the meantime, be sure to check your inbox for your latest report! You can also check your Twitter Analytics and Facebook Insights metrics to get a closer look at how your social accounts are performing. We are gearing up for exciting improvements to our social media products in 2017, and we'll be keeping you updated on all of our enhancements when they are released.
The Power of Engagement
New customers are always great to attract. Their presence means your business is growing. But your existing customer base is key to your business and social media keeps your patrons engaged.
According to SignalMind.com, the probability of generating a sale from a new customer is between 5-20% while the probability of making a sale from an existing customer is between 60-70%. What’s even more amazing is the fact that repeat customers spend an average of 33% more than new ones and 80% of your future profits will come from just 20% of your existing customers.
We’ll help you use social media to stay in touch with your customers so that the relationship that has served you both well in the past will continue long into the future.
Customers usually review businesses at the extremes--when their service has been excellent or when their experience has been poor. It’s easy to thank customers for their kind words, but one of the most common questions our social media team receives is “How do I respond to a negative review?”
First, it is important that you take the time and effort to respond to a negative review--not only for the customer in question, but for every other customer who will see this exchange. A well-handled complaint can go a long way toward helping a brand make a good name for itself. It shows you care about your customers and their experience.
Just be sure to answer calmly and politely. No matter how you may feel privately, it’s important to remember this is a public exchange and you want to portray your business in the best way possible. To help you do so, here’s a step-by-step guide on how to write a response to a negative review:
1. Acknowledge the customer's complaint and show them that the concerns raised have been heard.
2. Apologize for the service issue and explain how the situation will be handled by you and your staff. The way you handle the situation is up to your discretion, but the way the customer’s experience is managed will affect others' opinions of your business.
3. You can also ask for more information about the incident or schedule a meeting or phone call to discuss the matter further. Make sure someone speaks to the dissatisfied customer and hears out his or her concerns and apologizes directly.
4. Make it clear that this is not how you want to do business and that you will do everything possible to make sure this situation doesn't happen again.
5. Make a gesture to rectify the situation--whether that’s assuming the cost of a repair, providing a free service in the future, or some other incentive to keep the person’s business and make amends for the previous issue.
Remember: the more heartfelt and earnest your reply, the better the exchange will go. Responding to negative reviews can be a challenge, but doing so affects the perception of your business, and ultimately your bottom line. So take control of the situation and you’ll be able to not only win some honor back, but propel your business to the next level.
Here are some additional resources for improving your online reputation:
Want to get the word out about a sale or special offer? Social media is the perfect way to bring more people through your doors.
Arndt Automotive was running a special for customers who purchased 5 oil changes. Net Driven’s social media team was able to promote the special by creating a post and boosting it through Facebook’s advertising platform. As a result, 1,800 potential customers were exposed to Arndt’s brand and given a link to pursue other ongoing specials on the dealer’s website. This strategy is straightforward, but very effective in bringing in new and existing customers.
Best of all, with Net Driven’s Social Media Master Tech, Facebook advertising is built in so you don’t have to spend additional funds to get the results you want!
Talk to your Net Driven Customer Relationship Manager about how Social Media Master Tech can transform your business presence on Facebook and Twitter today.