You're navigating social selling and marketing touchpoints. How do you ensure a seamless customer experience?

Para garantir uma experiência perfeita para o cliente ao navegar pelos pontos de contato de marketing e venda social, é essencial mapear a jornada do cliente e identificar os pontos de interação críticos. Utilize feedback dos clientes para melhorar continuamente esses pontos de contato e garantir que as mensagens e ofertas sejam consistentes e relevantes em todos os canais.

These things are true, however Social Selling is less about your customer and more about YOU, the genuine and authentic YOU. That is what your buyer will choose to connect with, or not. If you have taken the time to develop your buyer centric profile as your authentic self, and identified the things you want to be known for, things that align to your buyers journey and create authentic content that makes YOU stand out, look different and be remembered, then your buyer will more than likely choose to engage with you.

In my experience, the customer experience can be enriched by understanding what the customer needs and pitching the right product to meet his requirements. The feedback form/call will be give you insights to improve. However, you can customize the feedback to three or four buckets to understand it better.

Active listening, as a part of social selling, is one of the keys to its success. It is believed, that you should listen two times more in terms of time during initial conversations with the lead. You should build your conversation naturally but don't forget to note the points crucial for the future project, they will help you to fulfill the requirements and plan the next steps.

Being interesting and engaging on social media doesn't mean that you should print like a broken machine. All the messages must align with your content strategy. Your own strategy should be developed, I doubt that a strict messaging plan will be helpful.

🇮🇹 In una strategia Social Selling performante, ogni canale va presidiato in base al pubblico di riferimento, e non è detto che tutti i canali social debbano essere presidiati. La coerenza, ma anche unicità e tono di voce sono fondamentali. La coerenza rispetto a chi sei realmente, ti porta ad applicare il medesimo messaggio (adattato al singolo canale) senza difficoltà. 🇬🇧 In a high-performance Social Selling strategy, each channel must be monitored based on the target audience, and it is not necessarily the case that all social channels must be monitored. Consistency, but also uniqueness and tone of voice are fundamental. Consistency will you realli allows you to adapt messages to individual social channels

Use Customer Names: Address customers by their names in interactions to create a personal touch, making them feel recognized. Reference Past Interactions: Mention previous conversations or purchases to show attentiveness and continuity in the relationship. Tailor Recommendations: Suggest products based on their interests or past behavior, enhancing relevance and increasing the likelihood of conversion. Engage Authentically: Respond to customer inquiries genuinely, demonstrating care and building trust in the relationship. Share Customer Stories: Highlight testimonials and success stories to provide social proof and connect with potential customers on an emotional level.

Automation and personalization should be alligned and this combination can give you great results. One of the ways to do that is to set up automated action to simple actions, such as a chatbot set up which can respond to a specific question but then it should switch to a customer support manager for a higher level issues.