You can almost hear the exasperation in the voice of a business owner asking the question, can’t you? Exasperation or not, this question is excellent because creating a solid social media presence for your business takes work and time. Yes that’s right—work and time—because a good social media page needs relatable and relevant content on a regular basis to get results. It’s also valuable to stay up-to-date on the latest social media trends, which is another piece of the social media puzzle that takes time.
So why should your business be on social media??? Why? Good question, and we have equally good and solid reasons for your business to take the leap to social media:
- 60% of customers make a purchasing decision without picking up the phone. One of our clients recently said to us, “It used to be that people would call, and I would have a chance to educate and sell to them. Now it’s not that way.” It’s true: people pick up a computer to decide what product is right for them or what company provides the best service. They make the decision when they want to (or are available to do so) on a mobile device easily at their finger tips. In the case of social media, people are on these networks daily anyways, so why not research the best companies while checking out the latest viral videos?
- Customers expect customer service within minutes of their inquiry. We’ve all heard the frustration from a customer who has been put on hold way too long by a company. This is your chance to provide excellent online customer service promptly (learn how to handle a disgruntled customer in our recent blog post), leaving a lasting impression with your customer that will guide their next interaction and sale with your company.
- Social media is your 24/7 connection to your customer. Consumers are retired, work first, second or third shift, are driven by their kids’ schedules…they’re busy. A recent study found that consumers expect your brand to be on social media, even if they don’t follow your page or profile. That means they expect you to be there, so they can reach out to you when they are available. We’ve seen potential customers schedule appointments with our clients while at work through social media, ask for information about a product through blog comments, and ask questions about services through social media posts. If you’re not on social media to answer their inquiries, they’ll reach out to your competitor for answers.
- If you provide excellent products and service, your customers will let other customers know. We’re not going to lie to you. Not all customer reviews are good ones, but the good reviews are fodder for more good reviews—and for potential customers to find out what others think of you. Don’t cheat by asking your family and friends to leave reviews. Instead ask your satisfied customers to leave reviews on your social media sites. If you do get a customer with a bad review, make sure you respond promptly, sympathetically and with an apology if necessary.
Love what you hear about social media, but still don’t have the time? There’s no shame or blame in outsourcing your social media efforts to experts who can maintain your social media sites using your voice and the latest social media marketing information. The simple truth is that building a functional and beautiful website just isn’t enough anymore. It’s time to up the ante on your online marketing efforts. It’s time for your business to be on social media.