Responding to customers on Social Media

By Sarah Giometti | Customer Service

Apr 06

Hi. This is Sarah Giometti, the founder of Provaro Marketing. 70% of brands never respond to their customers online. This is staggering to me. Social media is an extension of your customer service. So, if you’re not responding to your customers, what you’re telling the world, is that they don’t matter to you or your business. So, in today’s video, I want to talk about three reasons why every business needs to respond to their customers online. Number one is reputation management. If you are taking a proactive approach to your reputation online, then you can take care of a problem before it becomes a gigantic mountain of a problem. You can nip it in the bud very quickly if you’re paying attention. If a customer has a negative experience, they’re most likely going to review you online. If you’re paying attention, you can get onto it really quickly, you can fix the problem.

You take the approach, that a customer is always right. Even if your opinion is different, it’s their experience, their opinion, and that’s the only thing that matters. You can go online, apologize for the problem, invite them back into your business, and give them an exceptional experience, so they go back, they edit their review, and tell the world what a great experience it was, they’re so thrilled with how you took care of everything and you fixed the entire problem. They’ve now turned into a brand advocate celebrating your successes and telling everybody what an awesome business you are and they should go buy from you too. Number two, your customers expect it. 42% of online users reach out to companies and brands online for customer service reasons and they expect response in under 60 minutes. This is incredible that most brands never respond.

But they definitely don’t respond as fast as the customers expect it. So, this is important information for businesses to have. You don’t need to be online in social medial 24/7 searching, checking often for whether a comment comes in or not. Every platform has notifications built in that you can set to have go out to your phones if you’re out and about running errands, spending time with your family, you’re notified, so just in case a problem occurs, you can take care of it in a timely manner. Now, if you’re gonna be out of the area or out of cell range for an extended period of time, you may want to ask somebody, one of your employees, somebody you can trust to monitor this for you so that several days don’t go by. ‘Cause you definitely want to take care of…

Especially, if it’s an issue or a problem, you definitely want to take care of it in a really timely manner so that you can turn this unhappy customer into a happy customer and thus into a brand advocate. So, you want to make sure, like I said, to respond to them in under 60 minutes. I would say on the high end, no more than 24 hours. And then finally, number three, it shows your customers that you care about them. Customer service is really important to every business. Without our customers buying from us, none of us would have a business to run. So, you want to show them that they’re important to you because they are the life blood of your business. 42% of users go online to have customer service issues solved whether it’s a problem or to have a question answered.

So, you want to make sure that you’re showing not only them, but your other customers and prospective customers that your customers matter to you, that you respond in a timely manner and you answer whatever question they have or solve whatever problem that they’re having. The beauty with online, is that you are showing the entire world that you really care about your customers and they matter to you. So, this is what I wanted to cover today about why businesses need to respond to their customers online. If you have any questions, or comments, you can leave them below and I will talk to you soon. Thank you.

About the Author

As a top industry expert with more than 20 years of marketing experience, Sarah Giometti founded Provaro Marketing in 2009 after developing her marketing savvy as a marketing and graphic design professional within one of the top mechanical contractors in the U.S. and a large medical group. Sarah has a passion for marketing solutions that drive measurable results specific to local businesses. Sarah has integrated this dedication to growth-focused digital marketing strategies into the business practices at Provaro. As a small business owner herself, Sarah knows how vital growth remains for any small business, which is why she focuses on the best strategies for local business growth.