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How to have a positive relationship with your customers on social media

Updated: Feb 5, 2021

Although social media is good for marketing, it also represents a great opportunity to interact with your customers. Naturally, you want your online relationship with customers to be positive, but this can be more challenging than you think! There are certain techniques you can use to help form that positive connection.

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Respond to Negative Comments

First, as a business, you need to show your customers that you care. If you receive any negative comments or reviews on social media, treat every negative feedback as a customer service opportunity. With every response to a negative comment, you have the opportunity to turn it into a positive interaction. Acknowledge their concerns, and make sure to include any steps you’ve taken to address the situation. A calm and professional tone can go a long way towards defusing negativity.

A benefit to good customer service? If others see that you deal positively with negative feedback, they’ll be more likely to buy from your business.

Reward Your Loyal Customers

On the flip side, you also need to reward your loyal social media followers. For example, consider hosting a giveaway or contest! These types of social media campaigns inspire customers to be more engaged with your posts, and help spread the word about your business online. It’s a win-win for everyone.

You can also create posts thanking customers for their support. You can ask for photos from satisfied customers that show them enjoying your product or service. This gives new customers a look into the benefits that you provide.

An example of a giveaway you can run
An example of a giveaway you can run

Be A Positive Force in Your Local Community

This is key for small businesses – make sure you support your local community. There are many ways to do this, such as sponsoring a local nonprofit, volunteering for a community event, or even participating in a local small business fair. When you show that you’re willing to help improve the local community, the local community will support you – and that often involves following you on social media.

Encourage Satisfied Customers to Post a Review

Another way to improve your social media is to encourage happy customers to post a review of your business. The social media channel you direct them to will differ depending on your business type, but Facebook is a big channel to get ratings on.

Loyal customers can help give an accurate portrait of your business, boost your online reputation, and feed positive conversations about your business. With the reviewer’s permission, you can also use these reviews for future marketing posts.

An example of how to advertise using reviews
An example of how to advertise using reviews

Cultivate Positive Relationships in Real Life

Finally, the key to having a positive social media relationship with your customers is by showing your great customer focus in real life. Treat your customers well in your interactions, including how you handle any customer service issues.

Foster positive partnerships with others in your community. Create strong partnerships or relationships with other local businesses. Treat your employees and their families well. Sharing positivity in personal interactions will spread to your social feed naturally.

With these tips, we hope you can see your businesses social media relationships flourish. A successful business is built on successful relationships.


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