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;

  1. 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.
  2. 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.
  3. 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!
  4. 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.
  5. Use predictive analysis to improve both current and future interactions.  Anticipating your clients needs keeps them in your camp longer.