A vast majority of consumers today spend their time engaging in online activities. One of the most popular online activities among people is social media. According to the 2020 Statista article about Social Media Usage in the U.S., in 2019, the United States population that had a social networking profile was 79 percent, which represents “a two percent increase from the 77 percent usage reach in the previous year.”
Social media is crucial for retailers to connect with their current and potential customers. Social media enables retailers to develop personalized customer experiences, relationships, and influence customer behaviors, motivations, and attitudes to improve sales and generate revenue. According to the Microsoft 2017 State of Global Customer Service survey, “96% of respondents say customer service is important in their choice of loyalty to a brand.” Retailers must build a strong social media presence to appeal to customers as they shift their focus to customer experience to survive as competitors in today’s market.
Collect Feedback From Customers:
Create a Seamless Shopping Experience:
Provide Customer Service and Promote Satisfied Customers:
Increase Customer Lifetime Value:
Social media continues to pave the way for retail marketers to enhance the customer journey experience. Social media creates opportunities to improve the customer journey experience by allowing a personalized and engaging experience where it matters most – between the customer’s heart and the brand.
Did you enjoy this post? Read about the importance of building brand equity in my last post!