Generally speaking, most people have a good understanding of how to create marketing plans and business practices, but for some reason, when you throw in the words “social” or “digital” people clam up. Most of the time, what drives business through normal channels also works in social media, but your audience has more access to your message and can respond instantly.
If you’re worried about breaking into the digital world or how your business’ reputation will be perceived—don’t be. Building your customer’s trust in the digital sphere is very similar to the “real” world. Think about building trust through the eyes of the consumer. Follow our tips, below, to start building your company’s digital reputation.
Exercise excellent customer service
If someone mentions your company or service on a social media channel, recognize it! Followers love to know their comments and feedback are not only being read, but also being responded to. Additionally, if your website has the functionality, have someone on your staff reply to customer’s questions. More than likely people have the same inquiries, and it’s nice to see them posted on a website. It’s the little added touches of humanity in a digital world that separate the good from the great.
Be an industry leader
Remember everyone’s feeling about spam mail? Don’t do it to your customers! Publish regular content on your blog that’s relevant to your industry or customer’s concerns. Include a call to action that prompts them to subscribe to your e-newsletters, social media channels, direct mail, etc. Let them decide when then want to follow your company for more information, and also when they want to stop. After you’ve established a solid reputation in the industry, customers will be flocking to your site to learn more!
Just be you
Everyone hates a fake, and in the digital world they are even easier to spot. Be authentic. Stop thinking about using digital spaces for constant self-promotion, but let your actions speak for you. With so many eyes surfing the web, your good deeds will be noticed. The coolest thing about our new digital age is the interaction factor we’ve never seen in other traditional forms of marketing. When you go to set your social media plan, think about how many unique conversations with people from all over the world you’ll get to have. Some might think social media has further segmented marketing, but it truly has brought the world closer together.
When it comes to building trust in a digital world, don’t approach it from what you need, but rather, what your customers need. Take an active role in customer service and respond to your mentions, questions or likes, no matter if they are positive or negative. Show customers you are an industry leader by your actions, but most importantly, just be yourself.
As Thumper always said, “If you can’t say something nice, don’t say anything at all!”
What’s the best online customer service experience you’ve had?