At Caspian Services, our job also happens to be our favorite hobby of choice. Most of us are not shy to admit that we spend a lot of our free time keeping up with marketing news. It’s not unusual for casual office conversations to revolve around our favorite social media strategies and the latest ad campaigns. We are proud marketing geeks, and our clients wouldn’t have it any other way. An article by Business News Daily titled 10 Companies That Totally Rock Customer Service on Social Media, was a favorite amongst our team members. The reason this piece stood out was because it focused on one of the most important aspects of social media marketing—engagement. It can’t be stressed enough that client engagement on all platforms is one of the most powerful tools for any business. We hope the highlights from this article will inspire your social media strategies and improve client engagement.
According to this article, the brands that have mastered customer service on social media include heavy-hitters like Nike, Starbucks, and JetBlue. Although each of these brands has a unique strategy, they all have one thing in common: they use social media as a tool to bridge the gap between themselves and the client. Huge brands like Starbucks and Nike have become more accessible than ever. Through social media interaction, these brands give clients a voice. Here are some of our favorite strategies presented in the article:
JetBlue goes above and beyond. “[The company] makes it a point to respond not just to customers who @mention them, but to customers who talk about the brand in general but didn’t tag it in the post.” Talk about overachievers! This brand takes the extra step to engage in the conversation involving their company.
So, how do they do this?
“This means that the company’s social media team is likely tracking and monitoring keywords and relevant hashtags as well, so they can find and respond to more customers—a key strategy that every company should be using.” Brilliant, right?
Nike for the win! Chances are, no matter where you are on the planet, you’ve heard of Nike. One can imagine what the social media following for this brand is. With close to five million Twitter followers, getting a response from the brand seems a bit bleak. For this reason Nike created a game plan that solved this problem. “…[they] created a separate Twitter account just for responding to customer inquiries and issues: @NikeSupport.” The reason this strategy is so effective is because “…this shows customers that they can trust [the brand] to provide them with the help they need, when they need it.”
Starbucks does social media right. “[Starbucks] is active and quick to respond to customer questions and complaints on its Facebook page, and is engaging and fun with its customers on Twitter, too. Starbucks knows when to bring the personality to its replies, and when to hold back and be professional, showing customers that the brand is both personable and dynamic.”
Read the full article here: 10 Companies That Totally Rock Customer Service on Social Media