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To Do:

q Determine which social media
platforms your customers are
most active on, and which they
seem to be using for business
use. That’s where you’ll want to
Keep on reach out to them.

Keeping in Touch q Make a customer’s day by
retweeting (RT) praise about your
company from that customer. If
your reach is large, the customer
might even gain a few new
6 followers.

You already know how important the relationship is between
salesperson and customer. However, it’s not easy to maintain
that relationship after the sale has been made. You want to know
how customers are doing and if you can help out in anyway, but
you don’t want to bother them with frequent calls or emails. It’s
also a lot of work for you to keep tabs on all your customers.
If only there was a better way…

Social is low hassle
Forget emailing back and forth to set up a time to talk, which wastes time and can be annoying for both you
and the customer. Not exactly the best relationship building technique. It’s much less of a hassle on both
ends to send out a quick check-in message on social. It’s more personal than sending an email, but still
accomplishes the same goal: making sure your customer knows you are there to help. Because of how quick
and easy communication becomes with social media, you can increase the frequency of customer contact
without bothering them or taking too much of their time.

Social is casual
When you’re trying to continue the connection with a customer, neither of you wants it to feel like a
mandatory, black tie affair. Having to set up formal meetings is unnecessary. Social is the more informal, but
still professional way to reach the same goal of a stronger relationship. Because social media is casual, you
get a personal, holistic view of customers that you’re unlikely to get with phone calls or emails.

Social is where your customers live
Your customers are already on social media and all their friends are too. So if for some reason those
customers are unhappy with your product or service, social is where they’ll go to vent about it. Paying
attention to your customers on social will allow you to react and respond quickly. Often, customers just want
to know they’re being heard. They don’t expect immediate solutions, just immediate contact and concern for
their problems. So be there.

Did you know?

• 77% of Fortune 500 companies have active Twitter accounts (Search Engine Watch)
• 50% of Twitter users are more likely to purchase from brands they follow (Social Media Today)
• 34% of marketers say they have generated leads using Twitter (Social Media Today)

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