Post by account_disabled on Jan 9, 2024 22:36:56 GMT -6
Marketers should work with CSM teams to design their campaigns from a customer success perspective Social networks are the opportunity to improve the customer experience during their journey. It's worth highlighting: When marketers design strategies, they're not just looking to attract new customers, but also keep current ones . Let's think about a great traditional brand: Coca-Cola. It is difficult to find someone who does not know what Coca-Cola is, however, the company continues to advertise. Because? To maintain its position in the market. In social networks we have another ingredient: interactivity. Anyone can talk and contact you at any time. As Christoph Neut, VP of Sales at Sparkcentral (Hootsuite)
Social Trends 2022 report: “When you combine marketing and customer support on social media, you simultaneously cover the main results that impact the customer's purchasing experience and the final results of your Thailand Phone Number List company's sales. That is the big picture that many companies still do not see.” The point is to try to add value to every interaction. Customer Success Managers ( CSM ) operate with this mindset first and foremost, and what a company projects on social media could often benefit from this mindset as well. 2. Proactive listening at a macro level What challenges do your clients face in the face of updated regulations, unexpected external events and new technologies?
Different types of social media can give you clues about these challenges , but you have to look for them. Proactive listening differs from active listening in that customers may not talk directly to you. You can consider using social media as a way to listen to a client's customers. When you work with B2B, a lot of your clients' pain comes from their own clients' pain. Tips for implementation: What industry publications do your clients subscribe to? Many publications will have a social media presence, even if they are traditionally paid publications. What hashtags are trending within your clients' industries? What generates more word of mouth diffusion ? What excites your buyer persona?