Social Media is loud, global and essential for business.

Social media is demanding attention and bandwidth for designing, managing and analyzing content and ad campaigns across platforms like LinkedIn, Twitter, Facebook, Instagram, etc.

The challenge is to have personal connect with the customers, to help them find what they are looking for, guide them through the purchase process, support them after and turn an indecisive shopper to a loyal advocate for you brand.

Here is the three step approach to have a personal connect with the customers on social media and managing it.

• Listen & Analyze 

" To listen closely and reply well is the highest perfection we are able to attain in the art of conversation"- Francois de La Rochefoucauld

As humans we are leaving footprints in snow. There is a growing mountain of data. We get lot of data, feedbacks, from our customers on various social media channels like Facebook, twitter, pinning stuff on Pinterest, Instagram and they are giving away clues as to what they are interested in. We are talking about re-engineering the engagement model. 

None the less its always advisable to look internally first and then look for public data sources like Acxiom, IRi etc.

• Planning & Designing

Planning and designing the social media operation is critical considering the key assets is Content. This would require the Businesses to define what would be the most appropriate content- Images, Video, Text, Audio, customer generated stories.

• Engagement 

The ability to find information in seconds puts customers in control of their own experience, and this trend has forced Businesses to rethink how they engage and connect with their customers.

So who is the best person to respond to a query? How quickly can we crowd source the answer? Is our answer satisfactory to our customer?

New age social media management solutions such as SOCIO from TechMahindra help Businesses with actionable insights to turn sales, marketing and support functions more proactive, helping build the brand and ensuring customer delight. 

Looking forward to your feedback!