Regardless of the industry, you are working in social media is the best way to build close and long-lasting relationships with your customers. Why?
In 2017, providing an excellent customer support is what really differentiates brands on social media. According to McKinsey, businesses that handle social customer complaints timely and with efficiency increase their customer satisfaction and reduce their costs in traditional customer care and crisis management.
In this post, I'll show you 5 things you really want to know for implementing a great social customer care strategy that will enhance your performance and clients' satisfaction.
Managing a brand on social media means to carefully choose and implement a social strategy that will attract your fans to your service or product in order to convert and generate revenue for your business. In this blog post I'll show you a quick and easy approach to enhance your social media strategy with user-generated content that are consistent with your brand and objectives.
What is Brand Identity?
It is how you want the public to view your brand!
Just like meeting your partner's parents for the first time, you will dress, act and communicate in a way that you hope will be perceived as well-intentioned. Brand Identity is everything from logo, name, style, and communication technique.
Social media is quickly becoming a big part of customer care with “1 in 3 social media users preferring social customer care to telephone or email” (Social Media Today). It was only natural that a communication channel like social media, that is at the tip of your finger would evolve into a channel for customers to interact, rant and ask for support from companies.
But just to put things into perspective let’s look at some numbers:
Multi-location brands need to start thinking about whether or not they need Facebook location pages. It can seem easier to have one main page that represents your online presence for everyone, but is it the best option for your company?
Most brands recognizes the importance of cultivating a strong presence on Facebook: however, it is not always the case when it comes to Franchising. This is due to the very particular nature of this business model, based on delocalisation and on the involvement of "independent" entrepreneurs, which require a certain level of autonomy.
In retail, it doesn’t matter if a customer walks into a store in the center of a big city or a small country town. The most important thing is that the brand is consistent, showcasing its values, style, and product so that the customer feels the same way in each store they enter.
Designing a powerful social media strategy is no small task. And if you are a franchise with multiple location pages and are trying not to lose your brand identity it can seem monstrous.
How can you keep it all aligned when deciding your strategy, content, ads, and more while also thinking about localized campaigns and teams, etc. Well don’t fret we are here with the four must follow guidelines for eliminating those struggles that come with social media for franchises.