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7 Ways to Create A Memorable Customer Experience Using Social Media

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[B]1. Give Your Customers a Place to Talk[/B][HR][/HR][COLOR=#474747]Some companies are afraid to set up [URL="http://mashable.com/category/facebook"]Facebook[/URL] pages because they allow customers to comment, which means someone might write something negative. It seems counterintuitive, but you should actually [I]want [/I]customers to complain on your company’s Facebook page. If your customers are complaining about you on their personal, privacy-protected Facebook profiles, you have no way to know if they’re complaining, much less reach out to them and make it right.[/COLOR]
[COLOR=#474747]When customers complain on your brand’s Facebook page, you can respond and resolve issues. If you do it right (and get a little lucky), unhappy customers will turn their opinions around and recommend you to friends because of your fantastic customer service.[/COLOR]
[HR][/HR][B]2. Integrate Social Media Into Your Customer Service[/B][HR][/HR][COLOR=#474747]Neglecting your social media properties when they’re full of customer complaints is suicide for your brand. It’s like publishing a customer service hotline phone number that no one ever answers. (Except worse, because the whole Internet can see your negligence.)[/COLOR]
[HR][/HR][B]3. Activate Your Existing Customer Base[/B][HR][/HR][COLOR=#474747]Most brands have more customers than they do Facebook fans and [URL="http://mashable.com/tag/twitter"]Twitter[/URL] followers. Start building your social media fan base by reaching out to your current customers — after all, they already “like” your brand in real life.[/COLOR]
[HR][/HR][B]4. Be Proactive[/B][HR][/HR][COLOR=#474747]Set your brand apart by proactively interacting with customers who are talking about your brand, whether you’re thanking them for a compliment or helping them solve a problem.[/COLOR]
[HR][/HR][B]5. Reward Influencers[/B]<center style="color: rgb(71, 71, 71); font-family: Arial, Helvetica, sans-serif; line-height: 21px; ">[HR][/HR]</center>[COLOR=#474747]Making people feel special will help turn them into advocates for your brand. Reward your brand ambassadors when they least expect it and you’ll see some pretty phenomenal results.[/COLOR]
[HR][/HR][B]6. Create Compelling Content[/B][HR][/HR][COLOR=#474747]Social media can be a channel to make customers or followers feel special, like they’re in an exclusive club with your brand because they follow you. Make them feel this exclusiveness whether you have ten social media fans or 100,000.[/COLOR]
[HR][/HR][B]7. Stand Out From the Crowd[/B][HR][/HR][COLOR=#474747]Some of the most memorable social media experiences are created by going beyond text. This can be as complex as Starbucks’s [URL="http://www.facebook.com/Starbucks"]Pumpkin Picture[/URL] app, or simple as using [URL="http://voice.com/"]voice applications[/URL] to let your brand’s spokesperson actually speak to your fans.

For more on this list and a guide to customer retention, see [URL="http://mashable.com/2011/11/03/social-customer-experience/"]Mashable[/URL].[/COLOR]

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