Social media can be overwhelming, but it doesn't have to be. Rather than thinking about social media as different platforms, audiences, and a whole bunch of other stuff you (and your team) don't have time for, picture it as one, central hub that anyone on your team can interact with. Doesn't that seem more manageable and, dare we say, efficient and productive?
If you're nodding your head in agreement, then social relationship management and its tools are something you and your business should consider. It's the best way to help your team manage, coordinate, plan and execute social campaigns that make a difference to your customers. By engaging, listening to, and responding to your customers, you'll gain a stronger following and begin to build a better brand.
Here are 5 ways social relationship management will improve your engagement levels:
1. Grasp The "Bigger" Picture
The way you perceive your business is often different from how your audience views you. This is especially true in the social media world, where it's difficult to gauge customer opinion - unless of course that's your goal. With social relationship management, each member of your team can listen, observe and begin to understand your audience. When your team combines their insights, you'll have a true view of what your audience thinks about you, and great material to forge ahead with a concrete digital marketing plan.
2. Greater Customer Care
When you've got one person looking after a whole company's social media presence, keeping up with customer complaints can be tough. But considering one in four Facebook and Twitter users believes companies should reply to their complaints on social media within one hour, customer service expectations are high. When you divide customer service tasks between a team, the process becomes easier. And as you pay more attention to your customers, you'll start to gather more information, and form key relationships with influencers and brand advocates.
3. Improved Productivity
Sharing and collaborating on social media responsibilities will no doubt increase the overall activity and effectiveness of your campaigns. You'll also notice that, as a team, you become more perceptive, creative and accountable, because nobody wants to let the team (or your customers) down!
4. Stronger Brand Loyalty
When you begin to put a more collective effort into your social media presence, your audience will notice. As your customers see the increased value you're bringing them, they'll start to spread the work and develop even stronger brand loyalty. Getting your team involved in the social conversion process is also internally motivating, as team members will see direct results of their efforts and want to maintain or improve upon them.
5. Coordinated Approach
When your social media activity - across all platforms - takes place on one central hub, it makes it easier to manage, collaborate and analyze. Social relationship management tools give your team a broader view of your social footprint, which enables you to share responsibilities, get more creative, and implement a more organized and effective social media plan.