BFFs IRL*: 10 Easy Ways to Build Brand Loyalty Through Social Media
Businesses can spend a lot of time and money on market research trying to figure out what customers think of them. But today, this information is readily available through a simple search. All good businesses work hard to maintain a good reputation, and things are no different now that it's online. The only things that have changed are the medium and the speed of transmittance.
Consumers now have, literally in the palm of their hands, mobile devices that give them both the ability to understand an organization's reputation and the opportunity to change that reputation. A company's virtual doorway is now far more important than its actual doorway. No longer is a brand's reputation what the organization says it is, but rather it is now what the customers say it is.
Think of the last time you went to a restaurant. Did you choose a place to eat because of a commercial? Or did you do a search online for reviews or contact information?
When you respond to a review or social post online, not only are you helping that customer, but, more importantly, you are speaking to every other potential consumer who will see that post. For sites like Yelp, Google+ and Facebook, that number can be extremely high. A recent Harvard Business School study found that a boosted Yelp rating of just one star can increase a company's revenues anywhere from 5 percent to 9 percent. Responding effectively to social channels and reviews is more important than answering your phone (though I wouldn't advise giving up on that just yet, either).
5 Tips for Posting to Social
While all businesses are different, there are a few commonalities to remember when posting to social. Here are five things you should always keep in mind: