Your customers are listening…What are you saying?
85% of consumers research a product or service online before buying something. 92% of Business to Business companies research online prior to making a purchase decision. They also go on their preferred social media channels and ask for other’s opinions. They talk to friends, family members, and colleagues. All of this conversation about you and your product or service and do you know what the problem is? You are not involved.
Do you know how you can be involved? Perhaps even shape that conversation into one in your benefit? Make it available for them to find. They are searching for it. Put it out there…
One of the reasons people search online for a product or service is because it validates the company providing it. A website shows that a company is not a “fly by night” organization that will not be around if you have post purchase questions or concerns. A website helps customers develop trust in a business.
It also provides answers to their questions about a product or service, but it does more than that. A customer is more likely to purchase a product from a particular business if they researched it on that business’ website. The website instills a level of expertise onto the business. The customer is likely to believe that anyone from the business shares the same level of knowledge as was provided on the website.
A website is not the only way to be part of the conversation though.
Social media like Facebook and Instagram are a great way to have a conversation as it shows you are an active business. It gives your customers a way to interact with you. Think of your social media as going to a party. The goal is to interact and mingle, maybe meet a few new friends. Strengthen old friendships by having fun. You can share information, but social media is not where you post information. You post links to other websites. Another way to look at social media is like fishing. You want to hook them and reel them into your website or get them to sign up for your email.
That leads us to our next conversational tool, your email. The number one reason that you loose repeat business is simply because they forgot about you. At least they did not remember you at the moment that they purchased from someone else. Don’t let them forget how great of an experience they had with you. Remind them at least once a month with a newsletter. Not only can you highlight a product or service, you are literally starting a conversation with them…
So as you can see your customers are out there right now searching for your product or service. They are asking questions or have concerns. They are listening for your response…