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Is Your Brand Ready for Social?

visual overwelming social media

Nowadays, more than 85% of brands are on social media. However, is your brand truly ready for social to maximize your efforts on social media? Although most brands have social profiles, not all brands actively use them let alone have a clear plan and strategy to fall back on. Trying to wrap your head around it can be very overwhelming. Beginning on social media seems like an overwhelming challenge to take on. Some brands are getting cold feet and have no clue where to start.

No need to worry! No matter which stage your brand is in today, set aside some valuable time to reflect on what you’re currently doing on social media. Are you getting the results you hoped for? Are you stuck in a rut and feel like you could use a new approach?

How can you make your brand TRULY ready for social?

Maybe you just need to look at your social media presence from a fresh, new perspective? Take a look at the 3 steps we have created to help you successfully kick off your efforts on social media.

Step 1: Observe & Discover

First and foremost, you need a complete overview of your current situation. How are people already talking about my brand? What are my competitors doing? Tracking the right keywords enables you to gain deeper insights into the needs and wants of your community before you can engage with your customers.

Observing your social media presence and monitoring the right keywords allows you to:

  • Discover the main points of engagement (i.e. WHAT are my customers talking about?)
  • Determine the frequency/volume of incoming mentions
  • Better understand your product/brand so that you can stake steps to improve it
  • Track relevant trending topics to grasp what’s relevant in your industry

Step 2: Plan, Plan, Plan

Compare building your social media presence with building your business. It takes a lot of blood, sweat, and tears before your efforts really pay off. Do you already know what you want to achieve on social media? Are you looking for ways to spike your follower growth, increase customer engagement, or take on social customer service? Decide which objectives you want to achieve, and don’t be afraid to write it all down. The more you’re able to create realistic objectives for your brand, the more you will be able to keep an eye on your activities.

Your customers appreciate it when you take the time to acknowledge their feedback and LISTEN to what they are saying. Once you recognize the value of social media and how it can benefit your brand, you can start using it to grow your business.

Step 3: Set Up Your Strategy, Off You Go!

So how exactly are you going to execute your plan? That’s where a straightforward strategy comes in!

Once you’ve got your plan, there’s no point in waiting. Social media changes at the speed of light! The longer you wait, the more catching up you will need to do. Social media shouldn’t be scary or intimidating, it should be fun! If you have the right attitude and feel confident enough with the right preparation to take off on social media, you can easily turn a negative experience into a positive one. And isn’t that exactly the point of social media nowadays?

Don’t be afraid to make mistakes because everyone does at some point! Be confident that you’ll know what to do no matter what the scenario. Start talking and engaging with your customers, and learn from each conversation.

The post Is Your Brand Ready for Social? appeared first on Engagor.

Is Your Brand Ready for Social?

visual overwelming social media

Nowadays, more than 85% of brands are on social media. However, is your brand truly ready for social to maximize your efforts on social media? Although most brands have social profiles, not all brands actively use them let alone have a clear plan and strategy to fall back on. Trying to wrap your head around it can be very overwhelming. Beginning on social media seems like an overwhelming challenge to take on. Some brands are getting cold feet and have no clue where to start.

No need to worry! No matter which stage your brand is in today, set aside some valuable time to reflect on what you’re currently doing on social media. Are you getting the results you hoped for? Are you stuck in a rut and feel like you could use a new approach?

How can you make your brand TRULY ready for social?

Maybe you just need to look at your social media presence from a fresh, new perspective? Take a look at the 3 steps we have created to help you successfully kick off your efforts on social media.

Step 1: Observe & Discover

First and foremost, you need a complete overview of your current situation. How are people already talking about my brand? What are my competitors doing? Tracking the right keywords enables you to gain deeper insights into the needs and wants of your community before you can engage with your customers.

Observing your social media presence and monitoring the right keywords allows you to:

  • Discover the main points of engagement (i.e. WHAT are my customers talking about?)
  • Determine the frequency/volume of incoming mentions
  • Better understand your product/brand so that you can stake steps to improve it
  • Track relevant trending topics to grasp what’s relevant in your industry

Step 2: Plan, Plan, Plan

Compare building your social media presence with building your business. It takes a lot of blood, sweat, and tears before your efforts really pay off. Do you already know what you want to achieve on social media? Are you looking for ways to spike your follower growth, increase customer engagement, or take on social customer service? Decide which objectives you want to achieve, and don’t be afraid to write it all down. The more you’re able to create realistic objectives for your brand, the more you will be able to keep an eye on your activities.

Your customers appreciate it when you take the time to acknowledge their feedback and LISTEN to what they are saying. Once you recognize the value of social media and how it can benefit your brand, you can start using it to grow your business.

Step 3: Set Up Your Strategy, Off You Go!

So how exactly are you going to execute your plan? That’s where a straightforward strategy comes in!

Once you’ve got your plan, there’s no point in waiting. Social media changes at the speed of light! The longer you wait, the more catching up you will need to do. Social media shouldn’t be scary or intimidating, it should be fun! If you have the right attitude and feel confident enough with the right preparation to take off on social media, you can easily turn a negative experience into a positive one. And isn’t that exactly the point of social media nowadays?

Don’t be afraid to make mistakes because everyone does at some point! Be confident that you’ll know what to do no matter what the scenario. Start talking and engaging with your customers, and learn from each conversation.

The post Is Your Brand Ready for Social? appeared first on Engagor.

How to Ace Social Customer Service for Millennial Customers

millennials

© Huffington Post

Without a doubt, millennial customers are, and will continue to be, the most important customers your business has ever seen. Millennials’ preferences are shaping consumer trends which greatly affect the way businesses nowadays take on social customer service.

How can YOUR brand please and retain millennial customers?

Take a look at some top tips we’ve compiled to help you ace social customer service for your millennial customers.

Be Attentive During Crisis Situations

The Millennial Generation, or Generation Y, customers grew up with mobile devices and are more mobile than ever: their smartphones are literally glued to their hands. That’s the reason why they prefer text-based interactions via social platforms. For millennials, starting a conversation with a brand is easy peasy. Accessing the web or social media is just a few swipes away, and mobile messaging apps, like WhatsApp and SnapChat, are continuously driving growth.

In general, millennials have fully embraced technology and rely heavily on it. Failed internet connections mean the end of the world. Millennials simply expect brands to be always on, always connected to reply to their complaints. Especially during important crisis situations, it’s crucial that Millennial customers know they will get a smooth reply and will be taken care of. Replying in a timely manner is key!

Focus on Peer-to-Peer Recommendations

Unlike any kind of industry, millennials seek the opinion of peers to make key purchase decisions. Due to the very public nature of social media, every brand’s response is out in the open for everyone to see. Needless to say, this type of online word-of-mouth is an important aspect to help grow your business. If millennials have a good/bad experience with your brand, they will likely tell it to others. And that’s when the ball starts rolling.

Keep in mind that the quality of service is a key differentiating point. Focus on getting your millennial customers to talk about your brand. Why not ask them to do a review? Never ever underestimate the power of a peer-to-peer, positive review! Luckily, millennials aren’t shy to talk about topics like food, services, and products. They love to review products and spill their guts on their blog, YouTube channel, and Instagram account, etc. You just have to get a little creative, and millennials will automatically do the work for you.

Make Them Join Your Community

Millennials have a strong community-oriented spirit. They are eager to become part of something and co-create. More than any other generation, they enjoy the possibility of collaborating with brands. A company isn’t just shaped by its employees, it’s shaped by their customers as well. They decide whether a company gets to live or die.

But, how exactly can brands have their millennial customers co-create their products?

On social media, you can easily grasp what people are saying about your products and easily pick up on trends. Leverage that valuable information and actively ask them to join your (exclusive) community to engage in meaningful activities related to your business. You could, as Forrester already mentioned as one of the key social media trends for 2015, create communities where customers answer prospects’ questions or embed relevant community discussions in product pages on your website.

How do you retain your millennial customer via social media? Don’t hesitate to talk about it in the comments below.

The post How to Ace Social Customer Service for Millennial Customers appeared first on Engagor.

How to Ace Social Customer Service for Millennial Customers

millennials

© Huffington Post

Without a doubt, millennial customers are, and will continue to be, the most important customers your business has ever seen. Millennials’ preferences are shaping consumer trends which greatly affect the way businesses nowadays take on social customer service.

How can YOUR brand please and retain millennial customers?

Take a look at some top tips we’ve compiled to help you ace social customer service for your millennial customers.

Be Attentive During Crisis Situations

The Millennial Generation, or Generation Y, customers grew up with mobile devices and are more mobile than ever: their smartphones are literally glued to their hands. That’s the reason why they prefer text-based interactions via social platforms. For millennials, starting a conversation with a brand is easy peasy. Accessing the web or social media is just a few swipes away, and mobile messaging apps, like WhatsApp and SnapChat, are continuously driving growth.

In general, millennials have fully embraced technology and rely heavily on it. Failed internet connections mean the end of the world. Millennials simply expect brands to be always on, always connected to reply to their complaints. Especially during important crisis situations, it’s crucial that Millennial customers know they will get a smooth reply and will be taken care of. Replying in a timely manner is key!

Focus on Peer-to-Peer Recommendations

Unlike any kind of industry, millennials seek the opinion of peers to make key purchase decisions. Due to the very public nature of social media, every brand’s response is out in the open for everyone to see. Needless to say, this type of online word-of-mouth is an important aspect to help grow your business. If millennials have a good/bad experience with your brand, they will likely tell it to others. And that’s when the ball starts rolling.

Keep in mind that the quality of service is a key differentiating point. Focus on getting your millennial customers to talk about your brand. Why not ask them to do a review? Never ever underestimate the power of a peer-to-peer, positive review! Luckily, millennials aren’t shy to talk about topics like food, services, and products. They love to review products and spill their guts on their blog, YouTube channel, and Instagram account, etc. You just have to get a little creative, and millennials will automatically do the work for you.

Make Them Join Your Community

Millennials have a strong community-oriented spirit. They are eager to become part of something and co-create. More than any other generation, they enjoy the possibility of collaborating with brands. A company isn’t just shaped by its employees, it’s shaped by their customers as well. They decide whether a company gets to live or die.

But, how exactly can brands have their millennial customers co-create their products?

On social media, you can easily grasp what people are saying about your products and easily pick up on trends. Leverage that valuable information and actively ask them to join your (exclusive) community to engage in meaningful activities related to your business. You could, as Forrester already mentioned as one of the key social media trends for 2015, create communities where customers answer prospects’ questions or embed relevant community discussions in product pages on your website.

How do you retain your millennial customer via social media? Don’t hesitate to talk about it in the comments below.

The post How to Ace Social Customer Service for Millennial Customers appeared first on Engagor.

How to Ace Social Customer Service for Millennial Customers

millennials

© Huffington Post

Without a doubt, millennial customers are, and will continue to be, the most important customers your business has ever seen. Millennials’ preferences are shaping consumer trends which greatly affect the way businesses nowadays take on social customer service.

How can YOUR brand please and retain millennial customers?

Take a look at some top tips we’ve compiled to help you ace social customer service for your millennial customers.

Be Attentive During Crisis Situations

The Millennial Generation, or Generation Y, customers grew up with mobile devices and are more mobile than ever: their smartphones are literally glued to their hands. That’s the reason why they prefer text-based interactions via social platforms. For millennials, starting a conversation with a brand is easy peasy. Accessing the web or social media is just a few swipes away, and mobile messaging apps, like WhatsApp and SnapChat, are continuously driving growth.

In general, millennials have fully embraced technology and rely heavily on it. Failed internet connections mean the end of the world. Millennials simply expect brands to be always on, always connected to reply to their complaints. Especially during important crisis situations, it’s crucial that Millennial customers know they will get a smooth reply and will be taken care of. Replying in a timely manner is key!

Focus on Peer-to-Peer Recommendations

Unlike any kind of industry, millennials seek the opinion of peers to make key purchase decisions. Due to the very public nature of social media, every brand’s response is out in the open for everyone to see. Needless to say, this type of online word-of-mouth is an important aspect to help grow your business. If millennials have a good/bad experience with your brand, they will likely tell it to others. And that’s when the ball starts rolling.

Keep in mind that the quality of service is a key differentiating point. Focus on getting your millennial customers to talk about your brand. Why not ask them to do a review? Never ever underestimate the power of a peer-to-peer, positive review! Luckily, millennials aren’t shy to talk about topics like food, services, and products. They love to review products and spill their guts on their blog, YouTube channel, and Instagram account, etc. You just have to get a little creative, and millennials will automatically do the work for you.

Make Them Join Your Community

Millennials have a strong community-oriented spirit. They are eager to become part of something and co-create. More than any other generation, they enjoy the possibility of collaborating with brands. A company isn’t just shaped by its employees, it’s shaped by their customers as well. They decide whether a company gets to live or die.

But, how exactly can brands have their millennial customers co-create their products?

On social media, you can easily grasp what people are saying about your products and easily pick up on trends. Leverage that valuable information and actively ask them to join your (exclusive) community to engage in meaningful activities related to your business. You could, as Forrester already mentioned as one of the key social media trends for 2015, create communities where customers answer prospects’ questions or embed relevant community discussions in product pages on your website.

How do you retain your millennial customer via social media? Don’t hesitate to talk about it in the comments below.

The post How to Ace Social Customer Service for Millennial Customers appeared first on Engagor.

How to Ace Social Customer Service for Millennial Customers

millennials

© Huffington Post

Without a doubt, millennial customers are, and will continue to be, the most important customers your business has ever seen. Millennials’ preferences are shaping consumer trends which greatly affect the way businesses nowadays take on social customer service.

How can YOUR brand please and retain millennial customers?

Take a look at some top tips we’ve compiled to help you ace social customer service for your millennial customers.

Be Attentive During Crisis Situations

The Millennial Generation, or Generation Y, customers grew up with mobile devices and are more mobile than ever: their smartphones are literally glued to their hands. That’s the reason why they prefer text-based interactions via social platforms. For millennials, starting a conversation with a brand is easy peasy. Accessing the web or social media is just a few swipes away, and mobile messaging apps, like WhatsApp and SnapChat, are continuously driving growth.

In general, millennials have fully embraced technology and rely heavily on it. Failed internet connections mean the end of the world. Millennials simply expect brands to be always on, always connected to reply to their complaints. Especially during important crisis situations, it’s crucial that Millennial customers know they will get a smooth reply and will be taken care of. Replying in a timely manner is key!

Focus on Peer-to-Peer Recommendations

Unlike any kind of industry, millennials seek the opinion of peers to make key purchase decisions. Due to the very public nature of social media, every brand’s response is out in the open for everyone to see. Needless to say, this type of online word-of-mouth is an important aspect to help grow your business. If millennials have a good/bad experience with your brand, they will likely tell it to others. And that’s when the ball starts rolling.

Keep in mind that the quality of service is a key differentiating point. Focus on getting your millennial customers to talk about your brand. Why not ask them to do a review? Never ever underestimate the power of a peer-to-peer, positive review! Luckily, millennials aren’t shy to talk about topics like food, services, and products. They love to review products and spill their guts on their blog, YouTube channel, and Instagram account, etc. You just have to get a little creative, and millennials will automatically do the work for you.

Make Them Join Your Community

Millennials have a strong community-oriented spirit. They are eager to become part of something and co-create. More than any other generation, they enjoy the possibility of collaborating with brands. A company isn’t just shaped by its employees, it’s shaped by their customers as well. They decide whether a company gets to live or die.

But, how exactly can brands have their millennial customers co-create their products?

On social media, you can easily grasp what people are saying about your products and easily pick up on trends. Leverage that valuable information and actively ask them to join your (exclusive) community to engage in meaningful activities related to your business. You could, as Forrester already mentioned as one of the key social media trends for 2015, create communities where customers answer prospects’ questions or embed relevant community discussions in product pages on your website.

How do you retain your millennial customer via social media? Don’t hesitate to talk about it in the comments below.

The post How to Ace Social Customer Service for Millennial Customers appeared first on Engagor.

How to Ace Social Customer Service for Millennial Customers

millennials

© Huffington Post

Without a doubt, millennial customers are, and will continue to be, the most important customers your business has ever seen. Millennials’ preferences are shaping consumer trends which greatly affect the way businesses nowadays take on social customer service.

How can YOUR brand please and retain millennial customers?

Take a look at some top tips we’ve compiled to help you ace social customer service for your millennial customers.

Be Attentive During Crisis Situations

The Millennial Generation, or Generation Y, customers grew up with mobile devices and are more mobile than ever: their smartphones are literally glued to their hands. That’s the reason why they prefer text-based interactions via social platforms. For millennials, starting a conversation with a brand is easy peasy. Accessing the web or social media is just a few swipes away, and mobile messaging apps, like WhatsApp and SnapChat, are continuously driving growth.

In general, millennials have fully embraced technology and rely heavily on it. Failed internet connections mean the end of the world. Millennials simply expect brands to be always on, always connected to reply to their complaints. Especially during important crisis situations, it’s crucial that Millennial customers know they will get a smooth reply and will be taken care of. Replying in a timely manner is key!

Focus on Peer-to-Peer Recommendations

Unlike any kind of industry, millennials seek the opinion of peers to make key purchase decisions. Due to the very public nature of social media, every brand’s response is out in the open for everyone to see. Needless to say, this type of online word-of-mouth is an important aspect to help grow your business. If millennials have a good/bad experience with your brand, they will likely tell it to others. And that’s when the ball starts rolling.

Keep in mind that the quality of service is a key differentiating point. Focus on getting your millennial customers to talk about your brand. Why not ask them to do a review? Never ever underestimate the power of a peer-to-peer, positive review! Luckily, millennials aren’t shy to talk about topics like food, services, and products. They love to review products and spill their guts on their blog, YouTube channel, and Instagram account, etc. You just have to get a little creative, and millennials will automatically do the work for you.

Make Them Join Your Community

Millennials have a strong community-oriented spirit. They are eager to become part of something and co-create. More than any other generation, they enjoy the possibility of collaborating with brands. A company isn’t just shaped by its employees, it’s shaped by their customers as well. They decide whether a company gets to live or die.

But, how exactly can brands have their millennial customers co-create their products?

On social media, you can easily grasp what people are saying about your products and easily pick up on trends. Leverage that valuable information and actively ask them to join your (exclusive) community to engage in meaningful activities related to your business. You could, as Forrester already mentioned as one of the key social media trends for 2015, create communities where customers answer prospects’ questions or embed relevant community discussions in product pages on your website.

How do you retain your millennial customer via social media? Don’t hesitate to talk about it in the comments below.

The post How to Ace Social Customer Service for Millennial Customers appeared first on Engagor.

How to Ace Social Customer Service for Millennial Customers

millennials

© Huffington Post

Without a doubt, millennial customers are, and will continue to be, the most important customers your business has ever seen. Millennials’ preferences are shaping consumer trends which greatly affect the way businesses nowadays take on social customer service.

How can YOUR brand please and retain millennial customers?

Take a look at some top tips we’ve compiled to help you ace social customer service for your millennial customers.

Be Attentive During Crisis Situations

The Millennial Generation, or Generation Y, customers grew up with mobile devices and are more mobile than ever: their smartphones are literally glued to their hands. That’s the reason why they prefer text-based interactions via social platforms. For millennials, starting a conversation with a brand is easy peasy. Accessing the web or social media is just a few swipes away, and mobile messaging apps, like WhatsApp and SnapChat, are continuously driving growth.

In general, millennials have fully embraced technology and rely heavily on it. Failed internet connections mean the end of the world. Millennials simply expect brands to be always on, always connected to reply to their complaints. Especially during important crisis situations, it’s crucial that Millennial customers know they will get a smooth reply and will be taken care of. Replying in a timely manner is key!

Focus on Peer-to-Peer Recommendations

Unlike any kind of industry, millennials seek the opinion of peers to make key purchase decisions. Due to the very public nature of social media, every brand’s response is out in the open for everyone to see. Needless to say, this type of online word-of-mouth is an important aspect to help grow your business. If millennials have a good/bad experience with your brand, they will likely tell it to others. And that’s when the ball starts rolling.

Keep in mind that the quality of service is a key differentiating point. Focus on getting your millennial customers to talk about your brand. Why not ask them to do a review? Never ever underestimate the power of a peer-to-peer, positive review! Luckily, millennials aren’t shy to talk about topics like food, services, and products. They love to review products and spill their guts on their blog, YouTube channel, and Instagram account, etc. You just have to get a little creative, and millennials will automatically do the work for you.

Make Them Join Your Community

Millennials have a strong community-oriented spirit. They are eager to become part of something and co-create. More than any other generation, they enjoy the possibility of collaborating with brands. A company isn’t just shaped by its employees, it’s shaped by their customers as well. They decide whether a company gets to live or die.

But, how exactly can brands have their millennial customers co-create their products?

On social media, you can easily grasp what people are saying about your products and easily pick up on trends. Leverage that valuable information and actively ask them to join your (exclusive) community to engage in meaningful activities related to your business. You could, as Forrester already mentioned as one of the key social media trends for 2015, create communities where customers answer prospects’ questions or embed relevant community discussions in product pages on your website.

How do you retain your millennial customer via social media? Don’t hesitate to talk about it in the comments below.

The post How to Ace Social Customer Service for Millennial Customers appeared first on Engagor.

How to Ace Social Customer Service for Millennial Customers

millennials

© Huffington Post

Without a doubt, millennial customers are, and will continue to be, the most important customers your business has ever seen. Millennials’ preferences are shaping consumer trends which greatly affect the way businesses nowadays take on social customer service.

How can YOUR brand please and retain millennial customers?

Take a look at some top tips we’ve compiled to help you ace social customer service for your millennial customers.

Be Attentive During Crisis Situations

The Millennial Generation, or Generation Y, customers grew up with mobile devices and are more mobile than ever: their smartphones are literally glued to their hands. That’s the reason why they prefer text-based interactions via social platforms. For millennials, starting a conversation with a brand is easy peasy. Accessing the web or social media is just a few swipes away, and mobile messaging apps, like WhatsApp and SnapChat, are continuously driving growth.

In general, millennials have fully embraced technology and rely heavily on it. Failed internet connections mean the end of the world. Millennials simply expect brands to be always on, always connected to reply to their complaints. Especially during important crisis situations, it’s crucial that Millennial customers know they will get a smooth reply and will be taken care of. Replying in a timely manner is key!

Focus on Peer-to-Peer Recommendations

Unlike any kind of industry, millennials seek the opinion of peers to make key purchase decisions. Due to the very public nature of social media, every brand’s response is out in the open for everyone to see. Needless to say, this type of online word-of-mouth is an important aspect to help grow your business. If millennials have a good/bad experience with your brand, they will likely tell it to others. And that’s when the ball starts rolling.

Keep in mind that the quality of service is a key differentiating point. Focus on getting your millennial customers to talk about your brand. Why not ask them to do a review? Never ever underestimate the power of a peer-to-peer, positive review! Luckily, millennials aren’t shy to talk about topics like food, services, and products. They love to review products and spill their guts on their blog, YouTube channel, and Instagram account, etc. You just have to get a little creative, and millennials will automatically do the work for you.

Make Them Join Your Community

Millennials have a strong community-oriented spirit. They are eager to become part of something and co-create. More than any other generation, they enjoy the possibility of collaborating with brands. A company isn’t just shaped by its employees, it’s shaped by their customers as well. They decide whether a company gets to live or die.

But, how exactly can brands have their millennial customers co-create their products?

On social media, you can easily grasp what people are saying about your products and easily pick up on trends. Leverage that valuable information and actively ask them to join your (exclusive) community to engage in meaningful activities related to your business. You could, as Forrester already mentioned as one of the key social media trends for 2015, create communities where customers answer prospects’ questions or embed relevant community discussions in product pages on your website.

How do you retain your millennial customer via social media? Don’t hesitate to talk about it in the comments below.

The post How to Ace Social Customer Service for Millennial Customers appeared first on Engagor.

How to Ace Social Customer Service for Millennial Customers

millennials

© Huffington Post

Without a doubt, millennial customers are, and will continue to be, the most important customers your business has ever seen. Millennials’ preferences are shaping consumer trends which greatly affect the way businesses nowadays take on social customer service.

How can YOUR brand please and retain millennial customers?

Take a look at some top tips we’ve compiled to help you ace social customer service for your millennial customers.

Be Attentive During Crisis Situations

The Millennial Generation, or Generation Y, customers grew up with mobile devices and are more mobile than ever: their smartphones are literally glued to their hands. That’s the reason why they prefer text-based interactions via social platforms. For millennials, starting a conversation with a brand is easy peasy. Accessing the web or social media is just a few swipes away, and mobile messaging apps, like WhatsApp and SnapChat, are continuously driving growth.

In general, millennials have fully embraced technology and rely heavily on it. Failed internet connections mean the end of the world. Millennials simply expect brands to be always on, always connected to reply to their complaints. Especially during important crisis situations, it’s crucial that Millennial customers know they will get a smooth reply and will be taken care of. Replying in a timely manner is key!

Focus on Peer-to-Peer Recommendations

Unlike any kind of industry, millennials seek the opinion of peers to make key purchase decisions. Due to the very public nature of social media, every brand’s response is out in the open for everyone to see. Needless to say, this type of online word-of-mouth is an important aspect to help grow your business. If millennials have a good/bad experience with your brand, they will likely tell it to others. And that’s when the ball starts rolling.

Keep in mind that the quality of service is a key differentiating point. Focus on getting your millennial customers to talk about your brand. Why not ask them to do a review? Never ever underestimate the power of a peer-to-peer, positive review! Luckily, millennials aren’t shy to talk about topics like food, services, and products. They love to review products and spill their guts on their blog, YouTube channel, and Instagram account, etc. You just have to get a little creative, and millennials will automatically do the work for you.

Make Them Join Your Community

Millennials have a strong community-oriented spirit. They are eager to become part of something and co-create. More than any other generation, they enjoy the possibility of collaborating with brands. A company isn’t just shaped by its employees, it’s shaped by their customers as well. They decide whether a company gets to live or die.

But, how exactly can brands have their millennial customers co-create their products?

On social media, you can easily grasp what people are saying about your products and easily pick up on trends. Leverage that valuable information and actively ask them to join your (exclusive) community to engage in meaningful activities related to your business. You could, as Forrester already mentioned as one of the key social media trends for 2015, create communities where customers answer prospects’ questions or embed relevant community discussions in product pages on your website.

How do you retain your millennial customer via social media? Don’t hesitate to talk about it in the comments below.

The post How to Ace Social Customer Service for Millennial Customers appeared first on Engagor.

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