Archive for June 2016
Millennials & Social Media
Millennials, otherwise known as generation Y, thought to be born in the early 1980’s – 2000 are currently the biggest Target Market for Marketing, advertising and publishing. Right now they rule all Social Media networks and these platforms form a huge part in their everyday lives. But how do we as businesses connect effectively and efficiently with this generation on Social Media? We’ve got the answers…
1. Positive Social experience:
Millennials are picky and quick to judge so you need to ensure that your product is of good quality & reliable and you have great customer service and engagement on your Social Platforms. This generation thrives on word of mouth & reviews so if your brand is seen as negative in any of the above points they will purchase elsewhere.
2. Be Authentic:
Honesty is the best policy when it comes to engaging this market. Try be as transparent as you possibly can with your brand. When advertising or posting something about your brand Social Media Millennials like to know that you aren’t pulling a fast one on them… they will question the whether your advertising is true or false and if they find you to be dishonest they will no longer affiliate themselves with your brand. Build trust in your market through transparent advertising on Social Media and you will have loyal customers for life.
3. Peer Purchasing:
Millennials rely quite heavily on their peer’s reviews and advice about brands. In this generation you will find that millennials will consult each other before purchasing any type of item on online. If they also view something on a Social network, you will find them tagging friends they think would appreciative this brand. So try connect with your customers via their peers this links with the overall consumer experience in point 1. Through word of mouth your brand will either fail or triumph so ensure your quality and customer satisfaction is on point.
4. Timing is everything:
Millennials are a very proactive and live a very fast paced lifestyle. So they enjoy receiving information as quickly and effectively as possible. Everyone wants information now, so give it to them. When posting on Social media ensure your content it precise and to the point… stay away from long winded copy, uninteresting creative and long Video’s. Millennials prefer bit size pieces of information. To the point copy, vibrant creative and quick videos where information is provided in seconds.
5. The more Options the better:
Generation Y is all about options. Why can’t they purchase, connect with friends, read articles all at the same time. Everything needs to be one click away. Millennials are extremely digital savvy so ensure you have provided them with every little bit of information about your brand on Social Platforms, ensure they can link to online store, can contact physical stores, find your location, link to your website, send you a personal message/mail and link to all your other platforms seconds.
Millennials are the be all and end all in the social advertising scene. Never underestimate what they can do for your brand if you are able to connect with them on whole other level compared to your competitors.
Customer Service & Social Media
Here at Decimal Agency we run a myriad of Social Platforms for our brands, and included in our Social Strategy is dealing with our client’s customer service queries and complaints. In this blog we want to teach you just how important it is to effectively communicate and respond to customers on Social Media Platforms.
Customer Service plays a large role in Social Media. Take Facebook & Twitter for instance, these two platforms have evolved to become a customer service paradise. These days, its seen as too much effort to pick up a phone and call a service department. A consumer would prefer to reach out to a brand through Facebook or Twitter as these are convenient and instantly accessible to most people across the globe. Customer service on Social Media is ultimately there for consumers to ask questions, report satisfaction or complaints… In other words, “Social Care”
“Social Care” has recently skyrocketed as more brands & companies, big & small are going live with their businesses on Facebook & Twitter. These platforms have also made it easier for customers to get their messages across to businesses. As no business wants bad rep on their Social pages, customer complaints are usually handled quicker through Social Media. This helps companies to keep their seamless customer satisfaction reputation and ensure sales of their products are not impacted.
First things first, don’t neglect your customers. If your customers are commenting on your brand or sharing your brand's posts on Facebook they need to know that you are aware of this. A simple share, comment or like directly from the brand to the customer’s post will help them to feel more connected and acknowledge. If they know you will take action on their posts they are more likely to interact with your brand in the future. Don’t neglect direct messages to your brand's page… these messages are usually in depth queries or complaints from customers that you don’t want to miss out on. If a customer feels you are not acknowledging them, they might feel the need to post a complaint directly to your page where all the other consumers can see it.
Secondly, respond in a timely manner. Yes, it’s not always possible to reply within seconds to a complaint, post, or query but don’t leave it too long. We are living in the “Now” age. Consumers want answers now and they are not prepared to wait very long. Consumers feel that if they are contacting you directly that they shouldn’t have to wait long for a response. Try get your response time down to at least 5 min, this way your page will also receive a green badge stating your response time and customers love seeing that…it screams efficiency.
Finally, professionalism, we understand that some customers can be extremely difficult and sometimes rude but practice patience. Be professional in all of your responses, thank them for their queries and complaints, let them know that you take their issues to heart, be sincere and ensure they receive the best possible service. If your consumers receive satisfying service from your brand you will have a loyal customer for life.
Interactions with your consumer are imperative for any business. They help your business to grow and can give you great feedback when it comes to your product, basically you would be nothing without them. So treat your consumers right, set up “Social Care” on all your platforms and reap the rewards of a satisfied customer.
