Social Media Engagement that Drives Customer Loyalty
Here’s a startling fact, even though customers require a response, 5 in 6 requests made by consumers on social media go unanswered by brands (Sprout Social). “So what?” and “who cares?” may be what you’re thinking. Social media is a tool for broadcasting your brand message and should not be used as a customer service tool, right? Borrowing one of my favorite quotes from the movie Glengarry Glen Ross, I have good news and bad news for you. The good news is, you’re fired. The bad news is, you will have a lot of making up to do to regain a customer’s trust in your brand if you choose to ignore them on social media (Edelman Trust Barometer). After all, social media engagement that drives customer loyalty should be the end goal of your campaigns.