Socially Devoted To Customers! – What Does Your ROI Say?

Is your business socially devoted to your customers?

What ROI does your business generate for being attentive to your customers?

Why I began with these two questions. Since, social dedication is an important factor that all business must embrace in 2013.

How will you effectively engage your business on the social platform?  -  Choose a social networking site, say Facebook. Open a Facebook Page for your business, actively engage yourself with the customers in a conversation, respond to their opinion or questions in real-time and stay socially devoted to your fan base.

Do You Know Where You Missed the Target?

On an average, both small and large companies responds only 5% of the questions asked to them on their Facebook Wall. Moreover, 70% of the questions among them which companies receive across all social media sites – from Twitter to Yelp – actually go unanswered.

A fact that will surprise you – 1 out of 4 global companies has shut their Facebook Wall, to stop the customers from posting their feeds, complaints about the company.

Gosh, now do you know where you have dropped the ball. Why your ROI has crashed so insignificantly? To bring back the image of your business brand you have to be socially devoted.

There are three common models of Social Media Engagement. See in which group you belong to–

(Picture courtesy: http://www.socialbakers.com)

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      NO ENGAGEMENT – employees and customer are separate, maintain a distance.

INDIVIDUAL ENGAGEMENT – employees can engage themselves with one customer at a time.

COMPANY-WIDE ENGAGEMENT – use of social media tools, helps members to communicate with all members in their community.

Check out this statistic, which shows how a company escalates their ROI, when they are socially devoted to their customers.

ROIs FOR BEING ATTENTIVE TO CUSTOMERS
IMPROVED MARKETING	85%
MARKET SHARE/ INCREASED SALES	80%
IMPROVED BRAND OR STOCK VALUE	70%
COLLABORATION WITH PARTNERS	70%
IMPROVED PRODUCT/SERVICE QUALITY	70%
INNOVATION	65%
RETENTION	62%
DECREASED COSTS	40%

According to the study done by the Socialbakers, Facebook has 5 devoted industries, gaining large ROI with their Facebook engagement.  These include –

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      Airline - 60.4% response rate on the Facebook Fan page

Finance – 55% response rate on the Facebook Fan Page

Retail – 46.4% response rate on the Facebook Fan Page

      Fashion – 43.6% response rate on the Facebook Fan page

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      Electronics – 41.5% response rate on the Facebook Fan page

Attention Business – It Takes A Lot To Be Socially Dedicated!

(Picture courtesy: http://www.socialbakers.com)

Here, we are going to state some of the best ways to make your business stay committed to the customers.

STAY AWARE- The Customers are trying to reach out to you, because they want to stay connected with you. In order to make your customer stay loyal forever, you have to deploy a team who will track the conversations about the brand, respond to the crisis, answer the desirable questions and listen to suggestions.

ENGAGE – Ask your Fans to join the conversation on the Facebook page. Even you can join a discussion initiated by a customer, to show that you care about their opinions.

UNDERPROMISE AND OVERDELIVER METHOD – This impresses most of the customers by the outstanding service that they have never expected to receive. You have to acquire the power of thrilling your customers and delivering services faster and better than any other time.

ATTRACTIVE OFFERS – If you want to make the customer attracted to your service, you have to give them exclusive offers. They will eventually spread the good words about you and your brand.

FOLLOW-UP – Once you give the service, follow-up your customers. We know this is a critical situation, where you can find out how satisfied are your customers, and how you can improve their experience.

Devote yourself to the fan base and perk up your ROI graph. Stay ahead and make your brand get popular with few devoted clicks.

Author's Bio: Moumita Dasgupta, a financial blogger and the owner of bizandfiz, shares her knowledge and expertise of various financial topics. A clear view on market, business, Forex, funds, personal finances etc. are the subjects she perfectly underlines through her articles.  Find Moumita on Google+