For marketers, we spend lots of our time focusing on attracting qualified visitors to our website, to then 'wow' them and convert them into leads, and deliver them to sales who will turn them into opportunities and ultimately, happy customers.
But since so much of our efforts are geared toward generating new business, sometimes staying connected with current customers falls by the wayside.
While, you're more likely to retain a customer than generate a new one, doing so requires additional time and resources. You need to create content specific to your customers and thankfully, the holidays are a perfect time to work on your content and engage and delight your customers.
But how? Social media is a great place to start. Social media is one of the most time efficient and effective ways to connect with your customers, plus it's a great way to get your entire team involved. In this post we will discuss:
- Why software companies should be using social media
- Different techniques to WOW customers and strengthen relationships
SaaS meet Social
Did you know, on Twitter alone, there are 284 million active monthly users? That's a lot of people - many of which are likely your potential or current customers, especially as a software company. In addition to Twitter, Facebook and LinkedIn make up a trifecta of social heavyweights that are most frequently used by B2B companies, including software. With so much of your customer-base living on social media, it needs to be a tool you're actively utilizing.
As a software company, you're consistently measuring churn, striving to maintain a low churn rate. To do so, you need to keep customers happy and satisfied. Along with typical inbound strategies (email, blogging, content offers), social media is another way to promote your content and have conversations with customers.
Check out these stats and facts on software companies (mainly SMB) social media usage:
- 48% post more than once per week on Twitter
- 45% post more than 4 times a month on LinkedIn
- As revenue increases, time put toward social media increases
- 51% of the content B2B software companies share on Facebook is owned content (self-created blog posts, whitepapers, case studies, ebooks, etc.)
- B2B software SMBs tend to treat LinkedIn similarly to Facebook for content posting
- Answer questions quicker
- Address issues and concerns transparently
- Celebrate customer achievements
Remarkable Customer Service Techniques During the Holidays for B2B
During the holidays, you'll find yourself presented with numerous opportunities to provide amazing customer care; inspired by Inc, here are eight marketing experts' sage holiday marketing advice.
Take the advice of these experts and run like the wind - get creative and really dive into the ways you can engage and delight your customers this holiday season. You'll establish and strengthen your relationships while making your overall brand much more approachable. What a great way to start off the new year!
What'd you think of these opportunities and techniques to providing customer service during the holidays? Leave a comment below!