Do you communicate with your customers enough?

It’s obvious that every business needs to have an online existence, whether it was through social media or website. But the question is: “is this existence in your side?”

You can have accounts on all the social media platforms with many followers and a website with a contact us button, but still, your customers do not contact you or worse, they have many complaints. Have an online existence is not the purpose of online marketing, online marketing is your channel to communicate with your customers not only online orders or announcement. Through online communication, you can know more about your customers, talk with them longer and know their needs.

If you have a Facebook page or a website inquiry button and don’t have some dedicated to answering your clients, then you lost the whole purpose of being online. You need to respond to your customer's questions, inquiries and complaints at a certain time in order to gain their trust and loyalty. Recall every single time you were searching for something and you send a message on Facebook asking about the cost or delivery time and you didn't answer! How upset were you? This how your customer feels when you don’t respond to his message, calls or even emails.

Advice 1: “Always remember to put yourself in your customer's shoes”

Engagement ads on social media were not made to make leads or sales, it was made to make your customers engage with your brand. Two ways of communication always lead to good engagement. More engagement posts that reveal your customers' interests can help you not only in attracting them but in how to grow your business. What you should do next, or how you can upgrade your products or services.

It is a right call to say “Customer is always right” but the more right is to listen to your customer. Engagement leads to more talk and talk needs someone to listen and answer with a final evaluation of this talk. You need to teach your moderators on social media how to take the customers' engagement and transform it into reports. Need, Q&A, suggestion or even most common complaints indicate that you have a problem at a certain point in your process.

Advice 2: “Always listen to your customers”

As a final call, your next step can be found with your customers in their feedback, comments, suggestion or complaints. You need to engage with your customers more than they need to. Keep listening to them.

Written by: Reem Fathy Mohamed

Copywrites @Own Source