Adidas, Ford, Google, Microsoft and Nike are all B2C companies that stand out, but why? They were successful at taking their monstrous companies down to the human level. They built relationships with their customers, encouraged return visits to their sites and offered them promotions and club memberships.
You don’t have to look very far to see what consumers ultimately want. Thanks to Facebook, Twitter and Yelp we can get real time opinions. As we read through dozens of check-ins, tweets and review,s there seems to be a common thread: customer service. No longer is customer service outweighed by convenience; the tides are changing, moving the importance of the consumer experience to the forefront. Taking in the information, and more importantly listening to what customers are saying and engaging with them, can drive sales better than ever.
Reports show consumers are using their hand held devices for gaming, networking and surfing the net. These are the apps they are using and are where your “face” needs to be:
- Facebook: everyone uses Facebook on their phone (well almost everyone; my Father is a holdout). Still, make the most of it by putting your Facebook page name on everything: your door, your business cards, email signature, even your invoices. Use the power of Facebook to give away prizes, reward people for check-ins and encourage customers to share.
- Mobile Texting: Subscribers opt in by texting a word you choose to a short number. They now receive occasional text which are quite powerful. Texts have a 98% open rate. For example we provide the number 90210 to our clients. One of the country’s most recognizable numbers increased a restaurant client’s sales by 20 percent.
- Twitter: Use hashtags to discover what people are talking about. Use those key words in your messaging. Follow everyone who follows your competitors.
- Yelp: Provide incentives for people to check in and display the Yelp logo in your business to encourage people to review you (but never ask!). Yelp is is powerful because it provides photos, addresses, specials, photos and reviews and even coupons, all in one place.
- Google: Adwords are a great way to get noticed – and Google gets one billion unique users per month, so it’s probably a good idea to be at the top of the list. Get your business listed to Google and Yahoo local business directories and constantly update your website, it will get you on the map…literally.
This story is part of the Greater Phoenix Chamber’s monthly Businessdriver email newsletter.