Building your brand can sometimes be difficult. You need to establish credibility and a consistent social voice in order to build up your brand. You need to build a reliable and helpful presence that encourages interaction and provides service to create value for your customers. Developing your brand can lead you to increased sales, which is particularly important if you focused on ecommerce marketing.
Gaining customer trust is a key when developing your social brand. This can be achieved through providing information that customers are searching for as well as handling any customer complaints that occur. This last part is particularly important, you need to be transparent with your customers about issues and respond to these issues publicly. Potential customers want to see that you are vested in customer’s opinions and that you are quick to respond to any issues they experience.
If you have an ecommerce store such as a website or a Facebook store, being transparent is key as customers may have a lot of questions about your products and it is easy to ask you about them while they are on your Facebook page and viewing your products. Make sure that you answer their queries as quickly as possible as that is when they are in the shopping stage and they might be more likely to purchase.
You also need to position yourself as an expert in your industry. The better information and service that you can provide to your customers they better they are going to trust you and the more likely they are to purchase your products and services. Offering great recommendation and then backing it up with information from you and others can be useful in establishing yourself as an expert. When customers are able to see value in what you are providing they will seek out your advice more frequently.
As we have already briefly touched on listening and responding to customers is a way that you can provide value to customers. There are many businesses that create a page and post information but they don’t truly listen to their customers and respond to their comments and questions. Monitoring your social media channels and being ready with answers to questions and responses to comments is going to assist you in both your efforts to build an effective brand and to increase sales.
By listening to customers you can determine what they are interested in and tailor your social approach and provide the information they are seeking. You can also use this to determine what products they are interested in so you can effectively promote those products that are in your Facebook shop or you can offer discounts on those products knowing that is what your customers are seeking.
How do you use social marketing to enhance your brand?