4 Steps to Provide Extraordinary Service to Your Social Media Community

According to HubSpot, 25% of consumers who complain to a brand on Facebook or Twitter expect a response within an hour of lodging their complaint.

The reality is that if you do not respond to a posted complaint within a reasonable amount of time, you will not only miss out on the potential to create repeat business from the complaining party, but you will also lose their respect and credibility.

On the other hand, customers today want a prompt response in addition to a special thank you when they compliment you.

Consider Morton’s Steakhouse.

This posh steakhouse delivered a complimentary steak to a humorous customer at an airport.

“Hey @Morton’s… can you meet me at Newark airport with a porterhouse when I arrive in two hours?” the customer tweeted. Okay, thank you.”

To the delight of the consumer, Morton’s accomplished just that!

This resulted in a barrage of public relations efforts and favorable press coverage for the steakhouse company. The fact that this occurred in 2011 and is still being discussed today demonstrates the critical nature of excellent social customer service for you and your company brand.

As a result, the steps below will assist you in developing devoted customers on your social media platforms.

Step #1: Assign a Social Media First-Responder

Consider hiring someone to reply to and monitor each of your brand’s social media accounts.

As previously stated, customers (and leads) anticipate responses in real-time — at all times.

If a considerable period of time passes between tweets and your response is delayed, this will result in high degrees of dissatisfaction and even disgust from a previously satisfied customer.

In an ideal world, your social media first responder would receive notifications on their mobile phone and would be able to check in on each channel at least several times each day.


Step #2: Create a Troubleshooting Library

Issues requiring your time and attention will arise from time to time, regardless of the business in which you work.

A great strategy to prepare your customer support representatives is to compile and build an itemized library of common occurrences, along with clear instructions on how to handle each one.

Not only will this provide your workers with the broad answers they require, but it will also instill a sense of confidence in them, resulting in an increase in professionalism and service from your customer service.

It is critical that you train your personnel to always keep your customers informed about the exact issue they have raised with you.

Indeed, it is prudent to follow up and send a private message outlining the next measures you intend to take on their behalf.


Step #3: Transform Your Customers into Loyal Brand Ambassadors 

If you can persuade your followers to interact positively with you and your company, you will find that they will quickly transition from satisfied customers to your very own brand promoters.

So, how exactly do you accomplish this?

To begin, be creative and host contests, polls, and giveaways. Add some intriguing questions and perhaps a bit of comedy, and you’re off to a good start.

A good illustration of this is the Delta Faucet promotion listed below: Take a look and see how many of your own ideas you can generate.


Step #4: Engage Your Customers on an Ongoing Basis

Always keep track of who engages with your business and who follows you.

Retweet or share their content whenever these customers do. Additionally, make a point of liking their posts and occasionally commenting on them. This will demonstrate your appreciation for them, and they will, in turn, repay the favor again and time again.

What is the story’s moral?

NEVER, under any circumstances, disregard a comment made on one of your social media profiles, whether it is positive or negative.

The bottom line is that you want to build a following that adores you and is committed to your company.

That is where everything begins and ends!

Hope this short article was helpful to you. If you have any questions about this topic or would like us to assist you with managing your social media accounts, get in touch, and let’s have a chat.



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