Can you remember the last time you talked WITH a customer one-on-one and not just ABOUT them in a strategy meeting?
We can spend so much time building teams, hiring consultants, studying strategies, attending workshops, and brainstorming the most creative ideas to connect with our target audience but all of that is worth nothing if you don’t actually communicate with them.
It’s hard to know what your customers want if you’re not actively engaging with them about your service, product, or business. The best way to learn more about how to effectively execute on a productive brand strategy is to communicate with the people you’re trying to reach.
So, how does any conversation start? With a simple dialogue. Lean into engagement with your following by exploring the answers to these questions:
What do our customers want?
What problems do they have that we’re trying to solve?
What is the purpose behind why they’re on social media?
Just like any conversation, you must listen. We’re not suggesting you get on the phone with every customer who’s ever bought something from you. We’re simply encouraging you to pay attention. What are the tagged posts saying about your brand? Are your followers or potential customers sliding in your DM’s asking questions about hours, products, or general FAQ information? If so, create more posts answering their questions or focus on community engagement with replies to comments.
Talking with your customers directly is the best way to learn their needs, adjust your strategy and solve their problems. Brands thrive off loyal customers, but first you have to earn that trust through taking the time to build it.
Social media is a conversation between you and your audience, that’s why it’s called social media after all. You’ll begin to have better conversations (AKA, higher engagement) when you understand their wants, needs, and desires.
If you can’t think of an answer to the original question of, can you remember the last time you talked with a customer instead of about them? Well, take that as a sign