In this ever-evolving world, the only constant is change. Companies must think on their feet and come up with new, innovative ideas to reach their customers. It is not enough just to use social media but businesses need to learn how to use these platforms to create satisfied, passionate advocates for their brand. This means improving digital customer experiences!
By now you should know that customers will complain and boycott a brand if they had a bad experience, especially if the company failed to mend fences. According to our marketing researchers, 67% of customers cite a bad experience as the main reason for leaving a brand. This can lead to a considerable loss in followers and being ignored on social media.
A company can start by developing a singular, multichannel strategy, where they can answer and reply customer complaints on different social media channels. Timing is key, be very quick to respond with a proper answer that is accurate. People have different behaviours on different channels, and use different channels for different purposes. Companies must adapt accordingly, knowing exactly how their customers will react on Facebook, Twitter, and Instagram.
There is an increasing demand to integrate chat channels due to the growing number of channels available to communicate with brands. If your brand engages on these channels, you also need to have the capacity to answer on these channels. A recent study found that 98% of brands that broadcast on social media fail to respond to their followers. This poses a big risk since companies can lose potential brand advocates.
If companies can create a positive digital customer experience, they might see an uplift in their average basket value because when customers have a good experience, they will most likely spend more on the company’s brand. Take a walk in your customers’ shoes and think about what content they want to see and how they want to engage with your brand!
Catch the Beat can help your business achieve legendary status on social media platforms! We can help you be seen and create a platform for your customers to engage with you!