Social Media Management

While 80% of companies with a social media presence believe they offer “exceptional social media customer service,” 92% of customers disagree.

Clearly, social media management is more difficult than it seems. That’s why you need an expert. In this article, we’ll discuss the two big reasons why companies connect with customers via social media.

Social Media Management is the New Customer Service

Before the rise of social media, people had to call a customer service line to get the help they needed. Some companies still require you to call them, and some customers still prefer this mode of communication.

Social media accounts provide a popular alternative customer service hub, especially if you’re targeting Millennials or Generation Z. This is great for customers, who are more comfortable expressing their feelings over social media. It’s good for companies, too, since it allows them to easily keep track of how their customer service team is responding to individual complaints.

And if you don’t have a social media presence? People will still be able to complain about you online; you just won’t have the ability to respond.

Social Media Management Lets You Capture Your Customer’s Attention

Of course, social media management involves more than simply responding to negative complaints. It also gives you the chance to have some fun and get potential customers interested in your product.

You’ve probably seen news stories to this effect. Fast food, in particular, has become a hot rod for this sort of marketing. When Wendy’s cracks a joke on Twitter, it gets retweeted hundreds (if not thousands) of times.

Then there’s the recent craze surrounding Popeye’s chicken sandwiches. It all started because Popeye’s made fun of Chick-Fil-A on Twitter.

Social media management is great for Public Relations, since it allows you to have a one-on-one relationship with customers. But it’s also a great way of getting news organizations to talk about your company and link back to your site, which is great for SEO (Search Engine Optimization).

Need Social Media Management in Baltimore, Maryland?

Whitty Marketing Solutions can help you connect with your customers. Call us at (443) 847-6769 and contact us online to get a free social media management quote today!

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