The key to social media marketing really has nothing to do with social media. In fact, it is about customer service. It is the little ways that you go above and beyond that give your customers a reason to talk about you. I started thinking about this recently after listening to a great podcast on Word of Mouth advertising from the Duct Tape Marketing Podcast. It is absolutely worth listening to. There are some great ideas for thinking outside of the box to get your customers and fans to spread the word about you. The point that really struck me, was that providing great customer service is key. You have to go above and beyond for your customers. People expect mediocre service (it is sad, really), and so they are surprised and really happy when you have provided more value than they expected. And this is what makes your customers want to talk about your business. Because they are so happy and surprised at the results. It goes back to the whole concept of under promise and over deliver. Make sure you are giving everything you have promised and then some.
Social media can be an incredible form of word of mouth advertising. It is simple and easy for someone to share with their entire network the wonderful experience they had with your business. Before you start focusing on social media marketing as a way to grow your business, make sure that you are providing exceptional service. Are you giving extra value? Are you going above and beyond for your customers? Because if you aren’t, focus on that first. Start to brainstorm creative ways to take your service to the next level. Think of even little things that you can do for your customers that will have them raving about your business. Then, use social media to spread the message (more importantly, your customers will spread the message for you) quickly.
The businesses that get the best results from social media marketing are the ones that are providing excellent service and therefore have customers who are also fans. If your business is not there yet, then take some time to work on your customer experience. Take it to the next level and tackle social media next. If you already have a huge fan base of customers, then social media marketing is a must for you!
