Show your customers some love in social media

1 Dec

People are so personal in their social media spaces of choice. They talk about nearly everything: how they feel, where they are, their upcoming plans, their birthdays, their breakups. And on and on.

That is very good news for businesses.

If you’re monitoring key words, you can pick up on some of the conversations and respond.

Better than that, you can demonstrate your genuine human touch – which is the real opportunity in social media – by gifting or rewarding people randomly.

Imagine you are Sleep Country and someone has just tweeted about what a terrible night’s sleep they had. You pick this up through one of the many social media listening sites (here are a few: Social Mention, search.twitter, Addict-o-Matic) and respond with a discount, a value-add or a giveaway.

Sorry to hear it Doug! Come and see me today. I’ll find you a mattress that will end those nagging aches. And throw in 2 free pillows!

With our economies still under siege, businesses have to take whatever opportunities they can do create brand awareness, trial or loyalty.

Here’s your chance to show how well you understand what’s happening on the customer side of the fence and create some positive buzz.

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5 Responses to “Show your customers some love in social media”

  1. Renée December 1, 2010 at 9:56 am #

    Smart! Exposure will be generated by customers, too. I was already searching my memory for the place on Fort that has buckwheat pillows, so I could direct you there.

  2. andmerson December 1, 2010 at 12:29 pm #

    How about KLM who is taking this to the extreme in order to increase customer service.

    “When someone checks in on foursquare at one of KLM’s venues at Amsterdam Schipol Airport, their main hub, the airline’s KLM Surprise team goes to work. They do as much research as they can about the person using the information they’ve posted publicly on Twitter and Facebook and find a gift that’s customized to that particular customer. ”

    Check out the link to see what they have done: http://aboutfoursquare.com/klm-surprise/

    If I ever received this kind of personalized unexpected service I would be ecstatic, share it with my friends, and become a loyal customer for life.

  3. dougbrowncreative December 1, 2010 at 1:21 pm #

    > Good point Renee. Other people in these online communities not directly targeted will still be impacted by the message.

    > That’s the ultimate isn’t. Imagine actually using the information that’s so readily available! Their actions will create, as you point out, lasting loyalty. Thanks for that Andrea.

  4. Sam Abraham December 2, 2010 at 10:39 am #

    Nice post…its all about the actual engagement with customers or people in your community.

    Thanks,
    Sam Abraham | Actionly, Social Media Monitoring Dashboard
    http://www.actionly.com

  5. dougbrowncreative December 6, 2010 at 4:53 pm #

    Thanks Sam. It’s sure getting easier to know about your customers because they volunteer so much information. Haven’t heard from Sleep Country yet though…

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