Key Takeaway:
Learn seven ways to improve your CX on your business’s social channels.
It’s easy to get caught up in the whirlwind of social selling and lose sight of what’s important: your customers. But putting your customers first on social media is the key to driving engagement and building lasting connections, whether you’re running a retail or home service business. We’ve gathered 7 tips to help you step up your CX on social.
1. Listen and Respond in Real-Time
Social selling is all about building relationships with your customers. And, like every successful relationship, cultivating a connection starts with listening. So, what does this look like in a social media context? Your customers are sharing their thoughts, asking questions, and interacting with your content in real-time. Prioritize engaging with them quickly on your social channels to show them that they are valued and heard. According to recent data from the Sprout Social Index, 69% of customers expect a same-day response from brands on social.
For instance, if you run a home service business and someone comments on your Instagram post asking how soon you can come out for a repair, respond promptly. A fast reply could turn a simple inquiry into a booked appointment. In the jewelry retail niche? Respond to comments on new product drops or custom orders to stir excitement and build trust with your audience.
Pro Tip: Use tools like Meta Business Suite to track comments, mentions, and direct messages across multiple platforms so you never miss an opportunity to connect with customers.
“69% of customers expect a same-day response from brands on social.”
– Sprout Social Index
2. Personalize Your Messaging
Personalized content makes customers feel seen and understood. Instead of sending out the same posts to everyone, segment your audience and tailor your messaging to match their preferences and needs.
If you own a boutique clothing store, for example, you could create Instagram posts showcasing outfits based on seasonal customer preferences, such as “Outfit inspiration for brunch in [City Name] this weekend.” If your analytics show a segment of loyal customers who shop frequently, send them exclusive product previews or early access to sales.
3. Ask for Feedback and Use It
Social media is a two-way street, offering a great opportunity to invite customer feedback. When you involve your audience in decision-making, it builds loyalty and trust.
If you’re in the jewelry industry, for instance, consider running Instagram polls asking followers to vote on their favorite gemstone for an upcoming product launch. If you’re a service-based biz, ask your clients to share their experiences in Stories and respond to their feedback publicly to enhance your reputation.
Action Tip: Use polls, interactive Q&A sessions, or Story stickers to collect feedback. Then, let your customers know how their input is shaping your offerings, whether it’s a new product design or an improved service.
4. Highlight Customer Success Stories
Social proof plays a major role in social selling. Sharing customer stories and user-generated content (UGC) showcases how your products or services make a difference in real people’s lives.
If you’re an art store owner, you could repost photos from customers using their favorite products or showing off their finished projects. In the home improvement niche? Display a testimonial from a happy customer alongside a before-and-after photo of your work. Tag customers in these types of posts to further enhance the relationship.
5. Offer Value Beyond Products
Today’s customers expect more than just promotions. They want value-driven content that aligns with their lifestyle and interests. Offer helpful, non-promotional content to cultivate goodwill and keep your brand top of mind.
If you have a local tree service business, provide seasonal lawn care tips, positioning itself as a helpful resource for homeowners. Own a counseling business? Post self-care tips during Mental Health Awareness Month. By offering value beyond promotions, you cultivate long-term relationships with your audience.
6. Monitor Trends and Join Conversations
Trends come and go quickly, especially on social media. Being able to jump on relevant trends keeps your business visible and shows customers that your brand is engaged and up to date.
For instance, if you own a boutique pet store, join in a pet-themed TikTok trend, showcasing its unique products. Got a camera shop? Share seasonal photo challenges, inviting your customers to participate and post their shots. Authentic engagement boosts your brand’s relatability and reach.
7. Focus on Meaningful Engagement Over Follower Count
While growing your following is important, building meaningful relationships is far more valuable. Customers who feel connected to your brand are more likely to engage, recommend your business, and become repeat buyers.
Own a hair salon? Instead of worrying about getting more followers, focus on interacting with existing customers by asking questions about their hair goals, post before-and-after photos, and offering styling tips. Have a corner shop bakery? Share recipe ideas or behind-the-scenes glimpses of the baking process to create a sense of connection and trust.
“Social selling is not about you. It’s about building relationships with your customers.”
– Technology Therapy® Group
Putting Your Customers First on Social
Remember, social selling is not about you. It’s about building relationships with your customers. By listening, personalizing content, asking for feedback, and offering value beyond products, you help foster meaningful relationships that drive long-term growth.
Bolster Your CX on Social Media
Need expert help developing a more customer-centric social strategy? Connect with a TTG mentor!