Social Media Marketing For Dummies, 2nd Edition

Deepening Your SMM Relationship

After your customers are at the loyalty stage, can you do anything more to deepen the relationship? SMM gives you the opportunity to stay in contact with your customers and help them in ways they don’t anticipate. Delight is a strong element in growing your bond. Following are some areas of SMM that help you extend that trust.

SMM for customer service

After customers found that they could quickly get a company’s attention on social media platforms, the notion of customer service changed forever. Previously, the only option consumers had was to get on the phone and wait patiently until they could speak to a representative. Often, the outcome was less than satisfactory.

Presently, consumers make it a point to seek out companies who offer them a voice on social platforms. The 2010 Cone Consumer New Media Study conducted by Cone LLC found that

Sixty-three percent of respondents say they are “more aware of a company or brand if they can interact with it in a new media environment.”

When deciding whether to engage with companies or brands via new media, “forty-six percent chose one that solves my problems and/or provides product or service information (for example, customer service.)”

Sixty percent of respondents said, “I feel better served by companies ...