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The Power Of The Customer: Social Media

Posted on July 18, 2013 by Jessica

Social media use has grown significantly in the last couple of years. Now that over a billion people around the globe use a social media platform on a regular basis, there is a high chance that you will find some of your customers, or potential customers among these people. This is why it is important that your company maintains an active presence on the main social networking sites, such as Facebook, Twitter and Google+.

 

We hear a lot about how social media can be used for marketing purposes. Indeed, you can turn your social media presence into an efficient marketing vehicle that can showcase your business and its products to the world. Each social network would have unique advantages as far as marketing is concerned. Facebook is very popular and versatile. You can use your Facebook page to announce your latest products, news about your industry and even integrate an e-commerce site within your page. Twitter is great for sending short messages and updates about your company's activities. Using Google+ can help you with your SEO efforts if you are a local business.

But social media use for your business shouldn't only be about advertising your products. Remember that social networking sites aren't an advertising service. Rather, they are great two-way communications platforms. You can use your social media presence to engage your customers and ask them questions, such as how they feel about your products, or what innovations they would like to see from your business. Online shoppers will consider a business that openly communicates with its customers as more trustworthy and the fact that you actually talk to past, present and potential customers can convince them that you are a legitimate business, not a fly-by-night operation.

Another great use of social media for a business is addressing complaints and helping dissatisfied customers. If a customer complains about your business on your page, or on another page such as a social media page that discusses your industry or local businesses, you can show to everyone that you care about keeping customers happy by inviting the dissatisfied customer to get in touch with you to resolve the issue. There could also be cases where a person makes exaggerated or untruthful claims about an experience with your company. By being present on social media, you can publicly answer these claims by providing evidence to the contrary and thus limiting the damages caused.

We love social media here at PlumberSurplus.com and strive to connect with our customers and community.  How does your organization use social media?  what is your end goal - advertising or engaging your customers in conversation?  Let us know in the comments below! 

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