Customer Communications Group Shares 7 Ways Social Media Can Build Customer Relationships

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Loyalty marketing agency tells marketers seven ways to turn fans into faithful shoppers with proven social media techniques.

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Seventy-four percent of shoppers use social media to help them make their purchases -- reaching them depends on knowing how to speak a customer’s language online.

Customer Communications Group, (CCG) the full-service loyalty and marketing agency, tells marketers seven ways to turn fans into faithful shoppers with proven social media techniques.

“Too many businesses aren’t getting the most out of their social media,” said Sandra Gudat, president and CEO of Customer Communications Group. “Seventy-four percent of shoppers use social media to help them make their purchases -- reaching them depends on knowing how to speak a customer’s language online. Here are seven steps to guide the way to social success.”

1.    Keeping it Brand-Friendly
Just like a website, company’s social media pages should tell visitors what benefits to expect from its products or services, consistent with overall branding and marketing, right down to writing style. Detailed information not only sets a professional tone, it helps with search engine optimization.

2. Pick and Choose
The ever-growing number of social media platforms out there means that companies need to use their resources to focus only on the social media that counts to customers. Research can reveal this information, as well as provide insights on customer social media behavior and the types of conversations they’re having,letting marketers connect messaging to their personality.

3.    Planning is Everything
The most impactful social media content is planned. Strategic messages let marketers create intentional online interactions with customers. Monthly content calendars not only insure ready content, they create fresh and original content as part of the planning process.

4.    Have a Conversation
After content planning and posting comes monitoring -- not only to read comments, but to respond promptly and appropriately to praise and criticism. Relationships start with conversations.

5.    Make the Loyalty-Social Connection
As loyalty programs grapple to keep shoppers engaged, brands and companies are using social media imaginatively for their loyalty programs – with steps like encouraging customers to use a specific hashtag to earn a free product, re-tweet a post for rewards points, or share their purchase on their own social channels for a discount.

6.    Don’t Go Overboard
While advertising loyalty programs on social media is resourceful, avoid clutter. Pacing can make the difference with content -- particularly promotional posts – so posts should be spread out, with a mix of promotional, loyalty, and value-add messages throughout the day.

7.    Bring them Home to Meet Your Brand
After engaging customers on social media the right way, businesses can then impress them on their own social media pages, keeping the conversation going and turning fickle fans into committed customers.

After creating these relationships and demonstrating their services’ and products’ value, marketers can take the next step -- finding out how to score customers by their value to their business -- and read CCG’s Have You Scored Your Customers Today?

Customer Communications Group (CCG) is a full-service customer relationship marketing (CRM) agency that helps Fortune 2000 retailers and financial institutions improve their bottom lines by improving their customer relationships, loyalty and retention.

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Jim McNulty
StandPoint Public Relations
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