Social Media Marketing Strategies in Mansfield, OH
Our experts know what works and they will create a new Facebook page for your business or revamp your existing page with images, tabs, and compelling content that has been proven to be effective.
Website To Social Integration
Bond your website directly to your Facebook, Twitter, and Google+ pages with social links, tabs, and apps that keep your content synched up.
Google and Twitter Profiles
Expand your reach with additional social profiles like Google+, Twitter, Pinterest and LinkedIn. Our experts will ensure that all of pages have consistent branding and messages that reach the most potential customers based on your business.
Grab the attention of your customers and show up in more feeds with targeted Facebook ads targeted to your exact perfect clientele.
Frequent Social Posts
Reach your customers with guaranteed regular posts about your specific business and not just the industry you work in. We guarantee multiple weekly posts that include images, links to articles, and specific info about your business.
Enhance your Facebook page with a variety of options, including a social site shopping apps, appointment apps, and contact forms that are integrated, also landing pages, coupons, menus, videos and more…
Is Social Media Is the Future of Customer Service?
1. While social media usage continues to increase, it’s already the top Internet activity, beating out email, messaging, and even games.
On the low end, some sources say Americans spend ~30 minutes daily on social media (Wall Street Journal). On the higher end, other sources (such as Twitter) say consumers are spending over 4 hours a day on the internet, over half of which (2.4 hours/day) is spent on social media.
2. 70% of Facebook users log on daily, including 43% who do so several times a day. 59% of Instagram users, 38% of Twitter users, 27% of Pinterest users and 22% of Linked users log on daily. (Pew Research). Mark Zuckerberg has revealed that Americans spend an average of 40 minutes per day on Facebook.
3. Accordingly, over 80% of daily active Twitter users are mobile; roughly the same is true for Facebook.
4. At the same time, Comscore found that smartphones and tablets combined now account for 60 percent of all online traffic, up from 50 percent a year ago.
5. To help put this in perspective, in a 2014 survey of U.S. consumers, 91% say their mobile phone is just as important as their car (91%) and deodorant (91%), and significantly more important than television (76%) and coffee (60%).
This naturally leads to a rise in consumer demand for social customer service.
6. Research from JD Power finds that an estimated 67% of consumers now tap networks like Twitter and Facebook for customer service.
7. Further, Nielsen has found that 33% of customers even prefer to contact brands using social media rather than the telephone.
8. 13% of companies surveyed by customer experience consultancy thinkJar claimed that as many as 25% of service requests start socially.
As a result, although phones continue to be the most popular device for customer service, your customers might be using them to Tweet instead of call.
9. According to Twitter, in the past two years the number of Tweets directed at leading brands’ customer service usernames has grown by 2.5x.
10. Twitter also says that leading B2C companies are responding to about 60% of Tweets directed at their service accounts.
11. And it’s important to remember: your customers are not just Tweeting about you from their sofas. Pew Research found that 58% of consumers used their mobile phones while shopping in-store, rising to 78% for 18-29 year olds.
12. Conversocial research has even found that 14% of Tweets sent to major retail brands are from customers experiencing problems in-store.
Whether in-store or online, fast responses are an essential part of meeting customer expectations for social care.
13. Forrester has found that 77% of US online adults say that valuing their time is the most important thing a company can do to provide them with good service.
Certainly, the worst thing your brand can do is not respond at all.
14. Gartner found that failure to respond via social channels can lead to a 15% increase in the churn rate for existing customers.
15. An estimated $41 billion is lost by U.S. companies alone each year due to poor customer service.
16. And your customers might be be discussing your brand, just not directly @ mentioning you; fewer than 3% of customers directly @ mention brands on Twitter (i.e. referring to the brand “company” instead of “@company”).
17. That’s why when customers reaches out over social, you should do everything possible to resolve their issues over social. Only 2% of customers who were given an email address or telephone number on social asked for it in the first place.
As well as speed, quality and resolution are key to delivering a great customer experience.
18. Accenture has found that 66% of global consumers stopped doing business with a provider and switched to another in the past year due to poor customer service experiences, up 4% from 2012 and up 17% since 2005.
Managed properly, the benefits of providing great customer service over social media are tremendous.
19. When companies engage and respond to customer service requests over social media, those customers end up spending 20% to 40% more with the company, says research from Bain & Company.
20. According to a recent McKinsey study, companies that improve their customer experience from average to ‘wow’ can see a 30-50% improvement in key measures such as likelihood to renew, likelihood to recommend and likelihood to buy another product.
And remember: on social media, you’re not just showing a single customer a great experience, but also their friends and everyone else watching.
21. Customers who encounter positive social customer care experiences are nearly 3 times more likely to recommend a brand.
22. Additionally, 42% of people will tell their friends about a good customer experience on social, while 53% will talk about a bad one.
23. And major brands aren’t just adopting social customer service: they’re making it a major priority: 67% of companies believe that social customer service is the most pressing short-term priority for the contact center, says research from Forrester.
Call JPB Marketing today to discuss your business’s Social Media Presence!!