Is Keeping Up With Customer Engagement On Social Media Actually Important?

A business owner's iPhone balancing on a pile of red Like icons as their business grows through engaging with customers on social media

Social media has become a powerful tool for business owners to connect with their customers, build relationships, showcase their products and services, and engage with current and prospective customers in real time. In this article, we will explore why keeping up with customer engagement on social media is crucial for your business's success and why you should fully incorporate social media marketing into your digital marketing and sales strategy.

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Communication And Relationship Building

Social media provides businesses with a direct line of communication with their customers. These platforms enable businesses to respond quickly to customer queries, complaints, and positive reviews – creating a two-way conversation that encourages engagement and relevancy. Taking the time to engage with customers on social media shows that you value their feedback, and it can help cultivate stronger and more personal relationships

Increase Brand Awareness 

Social media is an excellent platform to showcase your products and services to a new audience, building increased brand awareness and recognition. Consistently posting relevant and engaging content on social media can help increase your brand's visibility and attract potential customers – but simply putting content out there is just one side of the conversation. Keeping up with customer engagement with your content, including comments, shares, and feedback, can lead to higher engagement rates, such as more likes, recommendations, and mentions, all of which can help increase your brand's social media reach. 

Feedback And Customer Service 

Social media is also a great platform to gain feedback from customers, tailoring your content strategy to increase customer satisfaction. You can use polls, surveys, and questionnaires to understand what your customers think about your campaigns, services, and products, and gauge their response to your marketing and sales efforts. 

This can help you identify any emerging pain points they may have that you were either not aware of, or recently changed since first identifying your ideal customers, as well as optimise your marketing strategy to their current needs and expectations. Responding to feedback also has a direct impact on conversions. For example, if a customer asks a question about a product on your Facebook page, publicly answering their question in a timely and helpful manner can lead to a purchase. Customers are also more likely to recommend your business or leave a positive review when they feel valued and heard.

Identify Trends And Gain Market Insights

Social media can also be used to keep an eye on industry trends and acquire insights that can be used to improve business operations. By keeping a close watch on what customers are saying online, businesses can monitor trends and identify opportunities to improve their operations. For instance, if you observe a recurring complaint about a specific feature of a competitor’s product, you can use this insight to improve your own product, or offer additional customer support that the competitor can’t or won’t do – facilitating better brand differentiation, reputation, and building your USPs.

Social Media Marketing Services From JDR Group

At JDR Group, we help small businesses use social media to increase engagement with their ideal customers, retain their existing customers, and make new sales. To find out more, please find out more about our social media marketing services, or get in touch to speak with one of our social media team directly.

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