Customer experience is a key differentiator for businesses. In the age of social, the experience is even more important.
From some research this weekend around the “experience” area, here are some of the tips I find most helpful in this area.
Top 5 Tips for a Better Social Customer Experience;
- Post relevant content. This technique pulls relevant people to your area. Much like a retailer would leverage a storefront, or product, or specials to get people into the store.
- Use big data to understand your clients needs. I believe the combination of big data and social is a game changer. Using the social conversations that exists, you can learn how to better meet the needs of our clients.
- Be Consistent. Your company will be on a number of social sites, and probably your own website. Consistency in multichannel is crucial. The new Generation C demands it! Be Consistent in brand message and content and service. . Consistency drives trust. Trust drivers loyalty!
- Help your clients. Provide them with social tools to help them decide on your products from the experience. Think about recommendations from others. There is a new type of purchasing recommendation. Instead of behavior driven – if you buy this, buy that because others did this, leverage the power that social brings: “You share these attributes with the people who read this. You might want to take a look at it.”. Gamification and other tools in the social world can increase your customer experience.
- Use predictive analysis to improve both current and future interactions. Anticipating your clients needs keeps them in your camp longer.
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