Staying connected to the world is tricky during the COVID-19 crisis. Staying connected to your customers during this time is even harder. Even though businesses are having to get creative with their customer connections, these connections are more important now than ever. One way to stay involved with your customers during this time is through social media. 90% of consumers say they are more likely to buy from a company after having a positive social media interaction with them.
How can you ensure positive social interactions with your followers, especially right now, when people need positive interactions more than ever?
You can’t interact with your consumers on social media if you aren’t active on social media. Businesses should be present everywhere that their customers are online. Your business’ social media presence is crucial in a time like this, when many businesses are only able to stay connected to their customers online. Being present on social media means more than just having profiles set up for your business. More important than frequency of social posts is consistency. Your followers should know that they will see updates and engagements from your business regularly. Aim to post on social media once every 24 hours, and continue to set goals based on your interactions with followers.
Every time we turn on the news or look to social media lately, it seems that there’s more bad news. People have enough of the dreary to read about online, so now is the time for businesses to focus on being positive. Spread the good news that surrounds your business, your community, your industry or the world in general for your followers to read. They will appreciate the breath of fresh air and your positivity will make consumers more likely to continue following along in the future.
What good are customer engagements if you’re not responsive in return? When one of your followers responds to a question or comment you’ve written on a social platform, be sure to respond back. Whether you simply ‘like’ their comment, or write one of your own, show them that you’re interested in what they’re saying. The best way to build a relationship with your customers is through meaningful conversations and connections. Responding to any and all messages, comments and mentions your business receives on social media platforms is the best way to continue these conversations through the COVID-19 crisis.
Pretty much everyone is struggling with what’s going on in our world right now. People don’t always know where to turn when they have a plumbing, heating or car emergency because so many businesses are closed or limiting their hours. If you provide helpful information for your followers, you’re one step ahead of the competition. Let your consumers know what precautions your business is taking to ensure everyone’s safety. Offer helpful tips for keeping their homes and vehicles in great shape during the quarantine period. Anything your business can do to show that you’re the expert and you’re still willing to help will go a long way in building trust with your customers.
We’re all in uncharted territory right now. Businesses and consumers alike are trying to find their way back to normal while making it through these strange times. Building strong connections during these trying times is the key to building your business’ future success.
For more insights on marketing strategy that actually works for small business, connect with Jay Bean, Founder of FreshLime and Small Business Marketing Expert on LinkedIn and Twitter. If any of these tips have helped you or if you have anything to add, please comment below. We’d love to hear from you!