Customers who have a positive experience with a company on local social media are more likely to remember them when it is time to make a purchase. There’s always opportunity for improvement, whether the company is already crushing it with its local social strategy or is just getting started. The key to improving the customer experience is to find a platform that can help manage local social initiatives across business locations.
One of the key goals of marketers is to keep customers happy. From providing people with a great digital experience to delivering high-quality products and content, there’s a lot to handle. With an increasing number of people purchasing a product after seeing it on social media, providing a positive customer experience on local social media is essential.
What is the current local social strategy for the multi-location company? Is there anything they think could be better? Here are a few strategies for improving the local social media strategy to make customer happy.
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Ascertain that local teams are aware of the importance of local social
While certain local social platforms will enable corporate to schedule and approve social content at the local level, local teams will still be required to provide insight into which content will resonate with local audiences. How one communicates to a target audience in one business location may differ from how one speaks to a target audience in another business location across the country.
Interact with the audience by posting locally
Businesses can start thinking about strategy once local teams are willing to put in the work for local social. Other types of content are outperformed by local content. If the multi-location company hasn’t previously claimed and activated its local social accounts, that’s a good place to start. Multi-location marketers can start planning content after claiming the social media profiles.
Their messaging must be tailored to the needs of their local audience. They can share a variety of sorts of content when planning content at the local level, including:
- Special offers or discounts that is currently available at the location
- Customers in the area have given positive feedback.
- Photographs of live or virtual events taking place in the local store
While local content is an excellent approach to improve the customer experience on social media, multi-location businesses can take it a step further by engaging with their audience For example, if a consumer or potential consumer posts a remark on a social media post asking a question about a product or providing positive feedback about the services, the company must respond locally. The more interactions a company has with local audiences, the more likely those conversations will result in sales.
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Similarly, the more high-value engagement a business receives on local content, the more organic reach their content will get.
Make changes based on data
One of the most useful features of social media platforms is the ability to track the results of both paid and organic efforts. It’s the responsibility of a multi-location marketer to figure out what’s working and what isn’t when it comes to local social activities and make changes as needed. It is critical to make changes in response to consumer input in order to improve the customer experience. So, how can marketers keep track of their performance?
A business manager is available for several of the most popular local social platforms, allowing users to track many of the standard metrics they want to improve. Additional tracking measures, depending on their objectives, should be considered.
Monitoring and reporting on these metrics can reveal what works well and where there is space for improvement. Multi-location marketers can use social listening to learn more about what’s being said about their company and industry. People today have more online chats than they do in person, but not all of these talks are about their business. At the local level, social listening allows a multi-location company to listen in on conversations about their products, brand, and competitors. This data will aid in the development of a localized marketing strategy and provide insight that would otherwise be unavailable.
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