For businesses big and small, a CRM is an essential tool for a sales team to keep track of the conversations they’re having with prospective and current customers. Social media isn’t any different. Social media managers in particular need to keep track of who they are interacting with across multiple social channels.
Maintaining a social media CRM is vital for ensuring customer retention and quantifying social ROI. Last week at #SproutChat, we discussed tips and tricks for referencing past conversations within Sprout and dug deep into understanding the value of a social CRM and how it can help your organization reach its 2017 goals.
Keep Track of Conversations
Remembering key details from past interactions helps build credibility as a brand and acts as a solid foundation for any authentic relationship. Use a tool or create an internal system that allows you to keep track of previous touch-points and interactions with your community members.
A1: For 1:1 communications, I use @SproutSocial which has all my social interactions right there when I'm responding. #SproutChat https://t.co/4gZISI04m1
— Erika Heald (@SFerika) January 4, 2017
A1: We use @SproutSocial to keep everything straight. #SproutChat
— Jessie Brown (@jbrownsocial) January 4, 2017
A1 I hold quarterly meetings with my Community Champions – top members who share the lion's share of the information #sproutchat
— Toby Metcalf (@Toby_Metcalf) January 4, 2017
A1: Personally, I engage with them daily! Share their content, participate in conversations & practice social listening #SproutChat
— Grace Mclaughlin (@grace_mclau) January 4, 2017
Show Your Customers You Care
Though it may sound obvious, practicing good listening and responding on social is a must for maintaining a good relationship with your brand loyalists. With the assistance of insight around past conversations, social media managers can provide better support, show a more human side of the brand they represent and connect on a 1:1 level.
A2: Answer specific questions you've been asked, engage! Also: give away FREE stuff 😉#sproutchat https://t.co/MYXO01up39
— ThinkSEM (@ThinkSEM) January 4, 2017
A2: Responding to comments, asking for their feedback on products/services, hosting UGC campaigns. So many options! #sproutchat
— Recovery Brands (@RecoveryBrands) January 4, 2017
A2: ALWAYS engage in a real way, true to brand – whether through direct mentions or social listening. #SproutChat https://t.co/55eCYusCrk
— Erin Fox (@erinfoxe) January 4, 2017
A2: Engage with your followers. And offer to help out if you see they are having a problem that you can help with. #SproutChat
— Cathy Iconis (@CathyIconis) January 4, 2017
A2b if they find a mistake or something we give them props for it. "Hey good catch @nameofpersonhere! We'll be more careful." #sproutchat
— Michelle (@michelletweet) January 4, 2017
Surprise & Delight, FTW
Keep your customers happy and engaged by surprising them with swag items or fun GIFs. Your community will be excited to receive something out of the ordinary, even if it is of nominal value. Work with your team to ensure the brand voice behind these efforts is consistent and be prepared to receive great reactions and strengthened retention in return.
@SproutSocial A3: Give them shout-outs, share their pics, maybe even a product giveaway! #SproutChat
— Stephanie Zatyko (@ExperianDQSteph) January 4, 2017
A3: Free items. Share their work. Talk to them. #sproutchat
— Netvantage Marketing (@netvantage) January 4, 2017
A3: Be authentic & show they're valued! Dedicate a small portion of your day to your community. It can make all the difference #SproutChat
— Grace Mclaughlin (@grace_mclau) January 4, 2017
A3 Be thoughtful! From a well-chosen gif to sending surprise gifts. Customized, personal interactions. #SproutChat https://t.co/cqouBjnXmA
— Erin Fox (@erinfoxe) January 4, 2017
A3: quick and friendly responses, sharing their content, humor #sproutchat http://pic.twitter.com/gmfrbIgmBd
— Jessie Brown (@jbrownsocial) January 4, 2017
A3: A small gift never hurts! It's a simple way to show your appreciation for those in your community. #SproutChat
— Express Writers (@ExpWriters) January 4, 2017
Don’t Forget About Social Customer Care
Social media managers already know this but it’s worth repeating that social customer care is so hot right now. More and more customers are relying on social as the initial route to communicate with brands. Don’t get left behind by letting your customer’s questions go unanswered.
A5: Social has become the first line in customer service and with social comes visibility. People will read/see and remember. #SproutChat
— Mackenzie Murray (@Mack3nzieMurray) January 4, 2017
A5. That gives ur brand an opportunity to empower and lead the consumer to make great choices that are connected w/ your brand. #SproutChat
— Melissa Kimble (@Melissa_Kimble) January 4, 2017
A5: Right now, it's easy to make automate everything rather than creating a legitimately excellent experience for the customer. #sproutchat
— Venture Icon Media (@VentureIcon) January 4, 2017
A5: Being authentic both on and offline, is so important. By humanizing your brand, you're able to build lasting connections 💛 #sproutchat
— Recovery Brands (@RecoveryBrands) January 4, 2017
A5: People are more likely to do business with companies that listen to their customers and actually help them. #SproutChat
— Express Writers (@ExpWriters) January 4, 2017
Join us this week on Wednesday, January 11 to discuss social media trends for 2017. Until then, keep the conversation going with our community on Facebook.
This post #SproutChat Recap: Maintaining a CRM via Social Media originally appeared on Sprout Social.
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