Social care, simply put, is the combined efforts employers & employees make through social media to care for customers. I would venture to say many small businesses do not practice it. And as such, most of them let opportunities to attract, engage and convert slip by.
HootSuite had an insightful article by Dara Fontein, How to Deliver Exceptional Social Media Customer Service filled with very interesting facts and suggestions relating to social care.
- 51 percent of consumers said they would give up on a purchase after trying to reach customer service only once. In other words, customer service has become a no phone zone
- On average, consumers only tell 9 people about a good experience, but they will tell 16 about a negative one. Ouch!
- And, this is a wake up & smell the coffee item: 50 % of consumers now use social media when seeking/expecting an actual response from a company about a service issue.
Fontein writes “Social care is not only being used by young digital natives, but is consistently utilized across all ages, languages, genders, and income levels.”
So, whether you are on social media or not, customers are and they are talking about you. Social care is a way of measuring how well you are listening and how quickly you are responding to them.
To that end Fontein includes a very informative instructional video on how to monitor multiple search streams involving your brand on HootSuite.
Easy to do you say, for a big operation able to hire a social media team, but what if you are a small business like the one mentioned in a reader comment:
“How would you best manage responding in a timely manner if you don’t have the resources to do so? Many businesses seem to be a 1 person operation.”
My response is that there are social media strategists (gurus, wizards, etc, etc) who provide affordable free lance service, operating in niche areas. For example, as a writer I can contribute with blogs & Twitter engagement. My friend John is a photographer and could assist with Pinterest & Instagram.
As a small business owner you can design & develop your social care plan with such affordable free lance input. Select the social media platforms in which you feel comfortable to handle, and delegate the others.
Learn how to listen; determine when to join the conversations and when not to. It will show that your small business is social and that you care about customers.
(Anthony M. Scialis is a social media strategist focusing on blogging & tweeting as a two-step customer service effort in bridging the gap between the wants of your small business to grow and the needs of your customers to be satisfied. Follow https://twitter.com/amssvs)