Welcome to the Ingrain Social Media Show with host Mandy Davis. Today we talk about how you can use social media as a customer service tool to improve your customer relations, improve your brand image and create loyal followers.
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Episode 2: The Ingrain Social Media Show, How to Use Social Media as a Customer Service Tool- Show Notes
Welcome to the Ingrain Social Media show! We’re thrilled to announce the launch of our new podcast hosted by owner, Mandy Davis.
What’s New In Social Media This Week?
This week, Twitter announced While You Were Away, a curation of select tweets compiled for you when you’ve been inactive on the Twitter app. The more active you are, the less likely you are to see While You Were Away, the less active you are with the app, the more likely you’ll see this new feature.
How to Use Social Media as a Customer Service Tool
Listening to your customers and social media followers is a crucial first step in responding to your customers in a meaningful way. You can do this by searching for your brand mentions on social media by name or hashtags. You can also read through comments and page posts to get a feel for what your customers are saying about your business.
Responding quickly and consistently will build trust among your customers. They will feel comfortable coming to you with issues. More importantly, they will feel supported by you, and more likely to advocate on behalf of your brand.
You can’t respond to posts and brand mentions if you don’t know they exist. Set up a Google alert for your brand and get notified each time your brand name is mentioned in blog posts, press releases and the like. (Does not include social media mentions)
Check reviews and respond to them accordingly. Always keep a positive tone and consistently respond to reviews going forward. Even positive reviews deserve an acknowledgement.
Kick It Up A Notch (where we find & share a helpful tool or tip-
WordSwag is a fun app available in the app store. It allows you to get creative with text over images and it’s a great tool to bring your social media posts to life with great visuals.
Today’s FREE resource-
On today’s show, we announced a free resource for you to utilize to improve your social media marketing. We will have a free resource available each week. This week’s free resource is our Brand Monitoring Worksheet, a 7 page worksheet designed to help you get an objective view of your brand mentions and reviews so you can start to use social media to connect with your fans and customers more productively.
Mandy Davis is the owner of Ingrain Social Media a boutique, digital marketing agency in Bend, Oregon that specializes in digital marketing with an emphasis on social media marketing. Mandy helps clients from all walks of life and industries get their brands found online.