Category Archives: customer online expectations

5 Things Your Online Audience Wish You Knew

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customer with megaphone screaming out what she wantsYou may not see your social media followers. You may not know who your website visitors are. But those visitors should be the center of your online marketing strategy. From the second you figure out who your online audience is, it’s time to start crafting content for them. Here’s what they wish you knew—and what you should take to heart when marketing to them.

We LOVE images and videos

Would you believe that there are still businesses and organizations that are posting on social media and content marketing pieces without images? But the numbers say otherwise; statistics have repeatedly shown that posts perform significantly better with images and videos. Use these tips for choosing the best images for your social media and content marketing, and use them frequently (or outsource to a marketing firm that can produce quality images for your marketing).

We are not looking for your website

Unless they need you, the average customer is not surfing the web looking up random websites; instead they visit business websites when they want or need them. When they have a problem, they look for businesses or content that can help fix their problem. The takeaway? Don’t expect that customers are looking for you; instead you need to take steps to get your website at the top of the list and noticed. Contact a local optimization firm to optimize your website and get it listed at the top of searches by local customers. Create a rigorous social media, content, and email marketing plan to reach your audience with relevant and timely information so they notice you—and search for you when the time is right.

We don’t want to be yelled at (all the time)

While your customers understand that you’re trying to make money, they don’t want to be screamed at. They don’t want social media to be like listening to series of obnoxious radio ads. Instead, they want relevant and regular (and sometimes entertaining) content and social media posts. Don’t fill your social media and content marketing posts with “buy, buy, buy!” content. Instead, use the 80-20 rule for social media: 80% non-sales content and 20% sales pitches. Follow a regular calendar of social media posts  and content marketing pieces (or outsource your efforts to a marketing company that can keep up) for maximum results.

We want it easy

Don’t make your customers work; make your website and any call-to-actions easy to fulfill. Your website should be easy to navigate, contacting your company off of social media should be a walk in the park, and finding contact information on your next email should be extremely simple. One disclaimer: don’t make it too easy; you don’t want to get inundated by spam emails. Your time, and your audience’s, is valuable. Treat it like gold whenever you design a website, social media page, content marketing or email marketing piece.

We want to be answered

Marketing and customer service should go hand in hand. Don’t go to all the effort marketing your business without answering the inquiries PROMPTLY. The term “promptly” has taken on new meaning as well; today, customers expect a reply within two hours or less. Don’t leave them hanging; they’ll just move on to the next business. Assign a staff member to respond to every inquiry that comes in from social media, the website, or email marketing. Train them to respond correctly and promptly (more than once a day), and show what great customer service your business offers—even for those with negative feedback.