Day 5 of our “12 Days of Giveaways” blog continues with learning how to establish brand trust. Simply put, if a consumer loses trust in a company, they will likely unfollow the company on social media.
Everyone knows that trust is the key to making any relationship work. In the last decade, social platforms have successfully broken down barriers between companies and their customers. Now, instead of calling a customer service line, many consumers turn to social media to resolve customer service issues or to find information about a company.
Develop your reputation as a responsive, caring brand by offering support through social channels. For example, you can create a system for tracking customer comments, questions, and complaints; respond as quickly as possible to questions and concerns; and listen to criticism and make customers feel heard. Most importantly, use your best judgment to determine when to resolve public conversations using Direct Messaging.
Mitzee Mandocdoc is a social media blogger for Avant Garde Digital Media.