retail social media

How to Enhance Your Online Retail Customer Experience Using Social Media

  • May 22, 2018 5:13:20 PM
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Is your retail store struggling to get new, loyal customers? In today's highly competitive digital landscape, you have to be using every tool at your disposal if you want to maximize your chances of making sales. More than that, you have to be optimizing your efforts based on your audience.

For more online retail stores, this means putting their products up in as many places as possible. And, with social media being one of the most popular attractions on the internet, there's no surprise that you should be displaying your products on your social media pages as well.

However, many people go about it all wrong. When they hear the vague advice that they need to be active on social media to be successful, they take that to mean that they should be frequently posting content. The problem is, they do not plan this content in any way. The content they end up posting usually consists of random product links and maybe some mentions of deals or sales.

To them, they are being "active" on social media. However, to everyone else, they are just adding to the noise and ultimately being ignored because they are failing to offer relevant or engaging content. The fact is, you need to be sharing your products on social media, but there is a right way to go about it.

The customer’s experience has to be the focal point of all of your marketing efforts. In fact, it needs to be your focus in all of your company’s efforts, period. Designing a well-made customer experience is the only surefire way to convince people to try out your offerings and keep people coming back time and time again.

70% of B2C marketers have acquired a customer through Facebook

This statistic alone shows just how powerful it can be if you use social media correctly. Here are three ways to do it.

#1 Use Product Feeds

Facebook is the most popular social media network on the web, so you certainly need to be there and putting your products in front of the people who may be interested in them. The best way to go about this is by using a pixel and implementing your product feed directly onto your Facebook page. Instagram and Pinterest offer similar features, and they are all worth looking into.

56% of Facebook users, 47% of Twitter users, and 56% of Pinterest users follow brands to learn more about their products

Adding your products to your page may take a bit of tech savviness, but once it is all set up, you can enjoy more views and clicks on your products--and even more sales. Facebook will create a new "shop" tab on your page and this will allow people to browse your products without ever leaving their favorite social media platform. They can even purchase your products with ease!

21% of Facebook users, 15% of Twitter users, and 25% Pinterest users follow brands specifically to buy their products

As a general rule of thumb, the fewer barriers you can put between a potential customer and a purchase, the more likely they will be to complete that purchase. By putting your products directly onto the platform they are already using and making checkout a simple click-and-go process, you are helping to remove those barriers and promote more sales of your products.

#2 Offer Real Value

So, when it comes to actually posting content on your social media pages, you do need to be doing that regularly. However, you should not just be sharing random links to products or sales. 

Less than 10% of your content should be focused on self-promotion

 The other 90%? That should be all about your customer. The majority of your posts should be educational content that solves everyday issues your customers experience. These posts should be relevant to your product offering. When you offer real value to your customers like this, they will begin to see your brand as an authority. They will trust you more and they are also more likely to remember you when they choose to purchase.

Most of all, they will be more likely to be a loyal customer to your business.

#3 Offer On-Demand Service

Just like how you should be putting your products on the social media channels your customers are using, you should also make your customer support more accessible. This means offering customer support directly through Twitter and Facebook Messenger.

67% of consumers have used a company’s social media channel for customer service

Most of the big successful companies are already doing this because they quickly caught on to the importance of being accessible to customers when and where they need assistance. By having a super quick way for customers to reach out to you through their favorite social media platforms, you are helping to establish trust.

All you need to do is have a person "on-call" to answer the messages that come through to you on Facebook and Twitter. In addition, you'll likely find that people begin tweeting at you publicly when asking questions on Twitter. This is a great way to build a little bit of buzz about your brand, show your helpfulness (authority), and demonstrate just how fast your business is to fix problems.

42% of consumers expect a response with 60 minutes

Speaking of being accessible, you should also jump into the 21st-century by putting a chatbot on your website. A chatbot can help boost engagement from your customers and turn a visitor into a happy buyer. Chatbots can be setup in all sorts of ways.

Most businesses set them up so that there's an automated welcome message and even some initial automated answers to generic questions. If a question comes up that the chat bot cannot understand, a real representative can hop online to assist them. This saves your customer service team time and it also gets your visitors quicker responses.

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Get Familiar with Social Media Marketing for your retail Business

If you're looking to Build a successful social media marketing strategy for your business we have a few tips to help you get started. To see how you can use Social media Marketing for your retail business, check out our pillar page on why so many Why so many Businesses are Failing with Social Media Marketing. Are you having difficulty building a successful Facebook ad strategy for your retail business?  We can help, check out How to Build A Successful Facebook Ad Strategy for Your Retail Bussiness

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