Gone are the times of waiting on the phone to talk to a rep or waiting for an email response. Multi-channel marketing replaced many different activities and positioned in the first place.
“72% of online American adults now use social networking sites” (PewResearch Center)
Is it really so important to be where customers are and why?
The reason is that you should be in all the places where your customers are searching for information and help them find it, answer all their questions and do this as fast as possible. Customers raise their issues through social media and they don’t like to wait. If you’re late, you lose your customer – that’s the reality.
25% of consumers who complain about products on Facebook or Twitter expect a response withing 1 hour (AmericanExpress OPEN Forum)
Being on social platforms not only gives you direct access to your customers, but also gives your customers direct access to you.
“97% of customer issues can be resolved by proactive social intervention. On top of that, 40-50% of those customers end up saying positive things about the company online” (Dell Investigation).
Whether these are social media channels, different forums, blogs, comments section of articles written about your company, you should be everywhere and be ready to take action.
And which social channels to use? Facebook, Twitter and LinkedIn are must-channels for nearly every field.
“Facebook has 1.11 billion monthly active users ” (Facebook)
“61% of social media users primarily use LinkedIn for professional networking” (Lab42)
“Twitter has over 550 million users” (StatisticBrain )
From my own practice, I can say that I made great relationships with many authorities in my field via Twitter and I become happy with every new thousand followers I have.
I cannot ignore Google+ too, as once I noticed to have the most link clicks from this channel.
“70% of brands have presences on Google+ ”(Simply Measured)
Pinterest? Yes, it also became a very popular one and the number of users is rapidly growing.
“Pinterest has around 50 million users” (Reuters)
To conclude I’d like to say that social channels are not only a must, but should also be something like “useful and pleasant” – that’s the secret to your success!