What Customers Look For In A Social Media Experience

Having a top-notch product or service is key to any business, yet we can't forget about the customers' ✨experience✨

It's not enough for brands to have a great product/service anymore. We need our clients and customers to feel like they are part of the brand's family to establish a strong connection to create loyal customers! We want every customer to reach that "we're regulars" status 💅

Creating a social media experience is important for this! And, not only creating one, but creating one that includes exactly what your audience is asking for. Here are the top four things to consider when creating the best social media experience for your customers!

Speed

With the shortening of attention spans, speed is the need. What do they mean by "speed" exactly? Response speed! According to Social Sprout, 76% expect a response in the first 24 hours, and 13% of US consumers expect brands to respond within an hour. So, basically, there is no such thing as 3-5 business days in the social media world.

Convenience

Just like shopping in the store, you want convenience! You don't want to do 10 laps around the store in search of something, have to look around for the price, or figure out where the checkout line is. We want our experience to be as stress-free as possible, and that's exactly carrying over to the social media experience, too. Viewers want to know exactly where/how to learn, connect, and buy.

Knowledgeable Help

Relationships start in the comments and DMs! When we run across a new brand, chances are, we have a good amount of questions. How the company answers those questions can be severely helpful and can sway our buying decision big time! "I don't know" should never be a phrase on a company's socials. We need personal, crafted, and informative responses that serve our potential customers.

Friendly Service

Have you ever had a rude customer service experience? It sticks with you, right? We don't ever want to be someone's rude customer service person story. We want to be a positive reflection of our brand, and that's where friendly service comes in.

To summarize, in 2023, social media is not posting and ghosting. It's a crafted experience for your audience to connect to. It's faster response times, it's easily found info, and it's knowledgeable and friendly service!

Learn more about how we can improve your social media experience for your customers through savvy social media management. Learn more about the Social Savvy Experience!