I often blog about importance of being engaged with your customers.

Back in June 2010, a Mediapost.com* article indicated 34% have turned to social media to air their feelings, positive or negative, about a company, brand or product.

According to the article:

“Within this group a subset equal to 26% of the total complained about companies, brands or products, 23% said they spoke positively about them, and 19% gave product reviews or recommendations.”

Businesses need to realize if they aren’t a part of the conversation, they aren’t in a position to respond, nurture and convert clients.

It’s no longer about PUSHING the message out. It’s about PULLING your clients in.

What are the keys to engagement?

  1. LISTEN first
  2. ENGAGE with authenticity (and earnestness)
  3. CONVERT into sales.
  4. MEASURE and REPEAT

How do you get started? Build a presence.

If you’re business-to-consumer: create a Facebook Fan page. Post questions, polls, interesting (non sales-y) information.

Start a Twitter account. Follow your clients. Look at your competitors. Listen to what they are saying. Help them solve their problems. Become a trusted resource.

If you’re business-to-business: be sure to maximize your presence in LinkedIn. Aim for 100% completeness of your account  and check out who connects you to your dream client.

In this era where word-of-mouth is spread to hundreds, if not thousands of people, you had better make sure your customer service is stellar.

And if you haven’t heard this before, when business can resolve a complaint quickly,there is a 96% chance they  into a happy, loyal one.

Which business do you want to be?

a) The one who ignores their customer.

or

b) The one who listens to the good, bad and ugly and learns to make things better.

(*Original source: SEvansStrategy.com)
Image Source: pulseofcolumbia.com

Posted in Content Tips, Current trends & tips

About Leslie Hughes

Leslie Hughes is a LinkedIn Optimization Specialist, LinkedIn Top Voice, and Corporate Trainer with over 25 years of experience in digital marketing and LinkedIn profile writing. As the Principal of PUNCH!media and author of "CREATE. CONNECT. CONVERT," Leslie helps executives and professionals optimize their LinkedIn profiles, generate leads, and attract higher-paying clients. Recognized as a LinkedIn Top Voice—an exclusive honor from LinkedIn—Leslie is a trusted authority on LinkedIn profile optimization, AI-driven marketing strategies, and digital identity management. Her expertise has been featured on CBC Radio, where she was called a "Social Media Guru," and on CTV’s "The Social," where she shared strategies for managing digital identity. Leslie empowers professionals to leverage generative AI tools like ChatGPT to enhance marketing strategies, boost efficiency, and create impactful content that converts. She helps businesses understand how to use LinkedIn for lead generation and how AI can revolutionize their digital marketing efforts. Leslie has worked with top organizations like Investment Planning Counsel, Guardian Life Insurance Company of America, JLL, and Franklin Templeton, optimizing LinkedIn profiles and providing corporate training that delivers measurable results. Leslie is a former college professor and co-lead instructor for Ontario Tech University’s Social Media Marketing and Digital Management Certificate. Whether you need a LinkedIn profile writer, corporate trainer, or AI marketing specialist, Leslie Hughes can help you elevate your digital presence and transform your marketing strategy. Ready to take your LinkedIn profile and corporate training to the next level? Learn more at www.punchmedia.ca.