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7 ways social media can improve customer satisfaction

Jennifer Lonoff Schiff | Sept. 16, 2015
Social media and customer relationship experts share tips on how to use Facebook, Twitter and Instagram to enhance customers’ experience with your brand.

You can also use your Twitter or Facebook channel to “ask your audience what they'd like to know about [or see] next,” says Broom. “If you're using Facebook, you can even give them options in a poll, so it's easy for them to respond, e.g., Would you like to know more about A, B or C? This gives you two bonuses: Your audience feels heard, and you know exactly what content to deliver to keep them happy.”

6. Use social media to humanize your brand. Customers like to feel they know a company, or can relate to it. So by giving your company a human face, that is, assigning an individual or several people to manage each of your social media channels, who customers can get to know by name (and posts and photos), you help build the customer relationship.

“We use Facebook and Instagram to show our users that we are more than just a voice on the phone or a Twitter handle,” says Bubley. “We are real people who are passionate about what we do and who we do it for.”

7. Don’t use your social media channels to sell or pressure customers. “Customers aren’t looking for sales pitches and press releases,” says Brewer. “They want help, support, to get the most they can from your products, services [or] brands.”

 

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