How can you create a great Social Media Experience?

If you are able to exceed your customers expectations then you have the tools to create a great Social Media Experience.

Many bloggers and online businesses talks about this, but very few really know what their customers physical and emotional expectations are at the point of contact.

Great Customer Experiences create an emotional attachment to a company, and once that emotional bond is created it is difficult to break, and thus can become a long term customer.

This why it is so important that we start pay attention to asking our customers “How Can I Help You?”..

Give a virtual Smile

Take the opportunity every time you have a chance to say hello or hi to your online friends. Hello or Hi gives your brand benefit of starting the Social Media Experience; the place a guest transitions from ‘what has come before’ to a new reality. A hello or hi that is genuine and consistently offered eases the guest through that transition. We often think that it is only kids who have trouble with transitions. Don’t kid your self. We grown-ups have just gotten slicker at hiding our anxiety.

And use a happy face in your hello or hi. Search engines like Twitter Search can filter searches related to mood operators.

What Can I Do For You?

Now comes the Moment Of Truth – you put your customers in the drivers seat. This is more then just an invitation to learn more about your brand. Here you let your customers tell you their story. If you are a good listener, then you take a lot of mental notes here.

WOW your customers

Here you will extend you mental notes and attach them to your key programs, products and services. Anyone can sell a valuable program; product or service, but selling the program; product or service of having it right there when you need it is a different concept.

WOW also give you the opportunity to give your customer something they did not expect. Remember with Social Media – Word Of Mouth spread faster then wildfire. The power of giving will repay you over and over again. Many non-profit and charities benefit a lot from the Internet WOW factor.

If you want to learn more about the power of giving then I highly recommend reading “the power of giving – How Giving Back Enriches Us All” by Azim Jamal & Harvey McKinnon.

Follow Up

Always make sure you follow up with your customers. If there is something that need to be addressed, this is your opportunity. Here again start with the Virtual Smile; then ask what you can do for them and finish with WOW. Just think about a great visit you had to a restaurant where the waiter or waitress made you feel that they went out of their way to make sure you had a pleasant experience. What usually happens then? You end up tip really well, you will recommend the restaurant to others and you will return.

Thank You

You always want to thank your customers for their business. It is amazing what a difference a simple ‘Thank You’ makes. This is just another way of extending the WOW factor.

Leave a lasting impression

If you customer received a free product, purchased a product or commented on your information you always want to leave a lasting impression. This will create a opportunity for you to bring them back.

You want to create a WIN-WIN situation. We are here to make money, don’t be afraid to say so. But rather focus on what value you will provide to your customers. And if you have followed the previous steps most of the times your customers already know what they will get in return. Often when are able to create this scenario this is when you discover that your customers sign up for a long term membership program.

Ask for feedback

With Social Media there is so many opportunities for you to ask for your customers feedback. There is always room for improvements.

You can provide a simple survey that take about 10 – 15 minutes to fill out.

Again follow the steps outlined here, and make sure you are clear on why you want them to fill out the survey.

Disclosure

Make sure you take time to read my Disclosure since one of the things I will focus on this year is making money with my blog and Tweets.

I just love my new theme from my friends at Headway. This has brought my blog to a new level. I am know totally in control of my blog. You can do the same. Check it out now!

I hope you enjoyed this article! Comments is encouraged and welcome!

Your friend,

Are Morch
@TwtrCoach