How do you adapt your social media tone and voice to different customer stages?

Mis consejos para adaptar el tono y la voz de las RRSS a las diferentes etapas del cliente: ? Concientización: o Usa un lenguaje simple y directo. o Evita jerga y técnicismos. o Destacar propuesta de valor. o Utiliza elementos visuales relevantes y atractivos. ? Interés: o Proporciona información valiosa. o Responde a las preguntas de los clientes. o Aborda las objeciones. o Lenguaje amigable y conversacional. o Invita a la retroalimentación y la interacción. ? Consideración: o Resuelve las dudas de los clientes. o Ofrece valor y satisfacción. o Lenguaje positivo, empático y respetuoso. ? Fidelización: o Agradece la lealtad de los clientes. o Demuestra tu compromiso con el servicio al cliente. o Usa un lenguaje sincero y auténtico.

To adapt your social media tone and voice to different customer stages, consider their needs and goals. At the awareness stage, educate and engage. At the consideration stage, answer questions and persuade. At the decision stage, build confidence and urgency. At the post-purchase stage, express appreciation and build loyalty.

At Movement, we help brands create brand characters for their social media campaigns. While this involves creating voice and tone, the first and most important thing we figure out is what this brand character believes in. We do this for two reasons. The first is that it gives the brand an anchor in which we can approach anything that the character may have to react to on social media (such as customer stages). The second is that people respond much better to people (or characters) who believe something than those who don't. So, the awareness stage should include figuring out what it is that you truly believe.

Don't oversell at the awareness stage. Audiences are already overloaded with pop-ups, sign up requests, cookie declarations and special offers before they even know what they are looking at. Let your content breathe. Meet your audience where they are ... online and also at what stage of the marketing funnel they are at. Initially they want to learn and get some insight and understanding. At awareness stage your job is not to sell. It's to build memorability and connection. That's it.

The "Awareness stage" in marketing refers to the initial phase where potential customers become aware of a product or service. During this stage, businesses aim to capture attention, educate, and generate interest among their target audience through various marketing channels and content.

En mi opinión aquí es importante compartir contenido que ayude a tus clientes a solucionar sus problemas. El enfoque debe estar en el cliente y no en el producto. De esta forma, poco a poco irán viendo que eres un experto en el tema y estarán más abiertos a escuchar tus propuestas comerciales.

The "Interest stage" in marketing follows the Awareness stage and focuses on nurturing the curiosity and engagement of potential customers. Businesses aim to provide more detailed information, showcase value, and address specific pain points to maintain the audience's interest and move them closer to making a purchase decision. This stage often involves targeted content, personalized recommendations, and interactions to build a deeper connection with the audience

The "Consideration stage" in the customer journey is where individuals actively evaluate their options after becoming aware of a product or service and showing interest. Businesses provide in-depth information, comparisons, and solutions tailored to the potential customer's needs, aiming to influence their decision positively. It's a critical phase for building trust and highlighting unique selling points to guide prospects toward making a purchasing decision

Not only should you make interactions with customers positive, but it should always be personal. If they mentioned they went on a trip, their child was sick, or they recently got engaged, follow up on that the next time you speak with them, even months down the line. This is one of the most important things you can document when speaking to a customer (and even a potential customer).

In the loyalty stage, your social media voice becomes a warm, genuine friend! Think about how you'd express your gratitude to a close buddy. Use personal and authentic language, coupled with visuals that leave a lasting impression. Send thank-you notes, exclusive gifts, or discounts to show your appreciation. Listen to your loyal customers through surveys and feedback, demonstrating your dedication to improvement. Encourage them to spread the word by running fun contests, promoting referrals, and celebrating their user-generated content. It's all about forging a bond and inspiring them to be your enthusiastic brand advocates.

In the "Loyalty stage" of the customer journey, businesses focus on retaining existing customers and turning them into loyal advocates. This involves providing exceptional service, rewards, and personalized experiences to encourage repeat purchases and referrals. Cultivating strong relationships and consistently exceeding customer expectations are key strategies to foster brand loyalty and long-term customer commitment

You adapt your tone, not voice, to each stage of the customer journey. Your voice stays consistent no matter what. But the tone changes depending on the platform or situation. I disagree with changing the tone for each journey. Only unless each journey happens on separate platforms. If it doesn't, the tone stays, and the message changes.

Customer feedback: Continuously gather and analyze feedback to improve your offerings. Competitor analysis: Keep an eye on competitors' strategies and innovations. Evolving trends: Stay updated with industry trends and adapt your approach accordingly. Data security: Ensure the safety of customer data and comply with regulations. Scalability: Plan for growth and scalability in your business operations.

Un punto de vista muy interesante! Quizás falta la etapa previa de conocer realmente quienes son tus consumidores, y en qué etapa está cada uno, analizando datos. Para luego aplicar la "hiper personalización", porque es fundamental (en el momento actual) darle exactamente lo que cada uno necesita.

Your brand voice on social media should always be consistent, but the tone can change based on both the customer need and the platform it's posted on. Your brand on Instagram should have the same persona as your brand on Tiktok, but your presentation may need to adapt.

There are 3 pillars of content you can make: Broad, Niche, and Hyper-Specific. Broad content applies to most people, is more likely to go viral, and is more about awareness. Niche is content that people will want to follow you for, more value based Hyper-Specific is content for your most loyal followers, maximum value, but applies to a smaller subset of people, less likely to go viral.