Does your online strategy show how much you care about your customers? Do you engage regularly with your audience, giving them value from your interactions with them? In this connected world, can you afford not to communicate with your customers? Do you know what your ROI on your social activities is? Do you even measure your ROI?
There are some staggering numbers of people online these days, and there’s also an expectation that brands will have good workable social strategies. Take a look at these facts:
- Over 2 billion people online are now. There are only 7 billion people in the world. Lots of them are still too young to read. You can engage with 28.5% of the entire population of the world
- There are 1 billion accounts on Facebook. If you have a Facebook page, potentially huge numbers of your fans can see it. Starbucks has 30 million fans, Coca Cola has 41 million fans and lady Gaga has 50 million fans.
- 85% of customers expect that businesses should be active in social media. Where is your social brand?
- Business is built on relationships. Are you passionate about your customers> Does your online engagement and social activity demonstrate how much you care about your customers? Customers believe that 80% of brands are not passionate about their customers
- Do you blog? If you do, you’ll get about 55% more visitors to your web site ad 67% more leads than if you don’t blog. Demonstrate your credibility. Blog regularly, be credible. Keep up the conversation. Put blogging at the heart of your content marketing strategy
- 77% of customers will read status updates from the brand. They probably wont comment – but at least they are listening to you.
- 17% of your fans will comment on your messaging. Perhaps they will share your story amongst their friends. That is if you are communicating with them in the first instance.
- 51% of Facebook fans say that they are likely to buy from you if you have a Facebook page.
- 68% of subscribers to your email newsletter are likely to buy your services. You need to have a strong call to action to encourage them to purchase
- Brands don’t always have a good listening strategy. 30% of customer questions and feedback do not get replied to.
- On Twitter the listening strategy is poor. over 71% of complaints on Twitter are not responded to. implement a listening framework across channels and respond to feedback, good and bad.
- 43% of social media users talk to brands, but brands don’t listen to their social customers
Further information and facts can be found in the infographic from BitRebels. Avoid this at your peril. Engage or be left behind commercially. You need to have an engagement strategy and make it work with your audience and customers.
Eileen is a social business strategist, ZDNet columnist and author of Working The Crowd: Social Media Marketing for Business. Contact her to find out how she can help your business extend its reach.
Credit: Keoni Cabral