The internet marketplace is booming with small businesses and non-profits taking advantage of the amazing accessibility to communities that social media offers. One cannot deny that the era of social media is a blessing and opportunity for the smaller businesses in our community, but with more and more of them getting online, it can be hard to truly stand out above the noise. That’s why all the smart digital marketers are turning their attention to social media customer care (SMCC), a little area of social media marketing that has often been overlooked by even the biggest of companies, as websitebuilder.org.uk explains.
Why Social Media Customer Care Is an Advantage for Small Business
First of all, 90% of social media users have used a social media platform to communicate with a business or brand and 63% of customers actually expect companies to offer customer service on social media. Unfortunately, most companies use social media as a means to push promotions, while neglecting the customer care aspects that the platforms could potentially cater to. On average, brands send 23 promotional messages for every 1 response they give an audience member. Meanwhile, 95% of customer complaints made on social media will never reach those brands. Worst of all, 80% of companies believe they deliver excellent customer care via social media, while only 8% of their customers actually agree.
This is a little-recognized advantage for small businesses using social media, because it gives them the opportunity to pick up where the bigger brands fall off. 70% of people online are more likely to use your product when you reach out to them on social media, 65% of them will have more brand loyalty, and people are 30% more likely to recommend your brand when they receive a response from you. Answering complaints on social media increases customer advocacy by 25%, and 75% of people will share their good experiences with your brand’s social media customer care, on social media for others to see.
Small businesses are getting ahead online, thanks to social media and how it allows us to interact with our customers. Get on your social media customer care today and watch how it makes your business grow. For more info on social media customer care and why it matters to your brand, check out these facts from Website Builder.
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This is a guest post by Josh Wardini, Editorial Contributor and Community Manager at https://websitebuilder.org.
Check Out This Infographic With More Information on Social Media Customer Care