Focus your social commerce business on building customer relationships and trust.
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The key is to be part of people?s lives. People will always prefer to do business with friends.
-????? Marty Kohr
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Digital Spark Marketing defines social commerce business as the use of social engagement to personalize and energize the shopping experience. It provides a social context to shopping and is both a channel and way of doing business.
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Here are 12 ways to build social commerce business through your customer service that we use with our clients: ?
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Your employees ? are your service. Hire for their friendly, caring attitude and train for skills and knowledge. Empower them to be customer advocates.
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Share all great service stories ? with your team. Celebrate the smallest of successes.
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Common courtesy ? leads to customer respect, which leads to conversation and the building of relationships and mutual trust.
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Care for customers ? like you are the company owner. Not all owners or executives make great leaders, but the ones that are should be emulated. Watch how they take pride in how they deal with customers and employees, then follow their lead.
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Analyze when things go right. When a company receives a complaint people usually have discussions to find out what went wrong and how to prevent it from happening again. Next time you receive a letter of praise, meet to find out what went right and how it can be repeated.
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Be better than average. Amazing companies don?t always deliver ?Wow!? type experiences, they are just a little better than average ? all of the time. All of the time is the secret sauce.
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Focus on building loyal advocates. A loyal customer is a repeat customer, but may still buy from your competition. The ultimate loyal customer is a repeat customer that buys what you sell, but only from you, and not your competition.
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Use social media ? to enhance your customer service by sending value added messages, creating users groups and doing market research.
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Pay attention to details. Sometimes it?s the little things that make the biggest impact. Figure out the details that your customers enjoy and make them a routine part of doing business with you.
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Create a consistent experience. One sure way to erode loyalty and social commerce is to deliver an inconsistent customer service experience. One time it?s great. The next time it is barely average. And, the next time it may be great again. Inconsistency creates uncertainty and erodes customer confidence and trust. Lack of confidence and trust ?leads to giving customers a reason to consider your competition.
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Socialize your business. People do business with people, so make it personal. Customers should want to do business with you because of you and your employees. Make your customers ?feel at home.? You may have a great location, cool displays, great value, etc. That?s all great, but if your people can?t make your customers feel welcome and appreciated, all of the other ?doesn?t matter so much.
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Create a customer service culture ? it starts by practicing what we call, ?The Employee Golden Rule?: Treat your employees the way you want the customer treated ? maybe even better.
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Now it?s up to you. Choose one customer service strategy to start with. Have a meeting around it. Discuss how to implement it. Then, do it and repeat the process, creating something good for your customers to talk about! Soon you will have a much stronger social commerce business.
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Please share a social commerce business experience with us.
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Read more:
8 Popular Social Media Initiatives for Customer Engagement
Does Your Business Build Customer Trust?
Social Commerce Business ? What Ben and Jerry?s Knows That You Should Know
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Call Digital Spark Marketing today for a free consultation.
Let us give you some more recommendations on improving your customer relationship building, on-line and in person.
For more reading on customer engagement, click?here.
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Source: http://www.digitalsparkmarketing.com/2012/09/13/social-commerce-business-3/
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