How to make your social media customer-centric?
How to make your social media customer-centric?
It's not only about your call center when it comes to customer-centricity. When clients call you, your agents may give a fantastic inbound CS experience, but is your social media strategy in line with that ideology? If your brand appears to be a faceless corporate colossus in your Twitter and Facebook postings, the answer is no.

What is Customer Centricity?

An organization attempts to comprehend its customers' conditions, perceptions, and expectations in customer-centricity. To achieve customer satisfaction, loyalty, and advocacy, customer-centricity involves delivering products, services, and experiences that place the customer at the center.


Why is it important?


If your customers aren't satisfied with your brand, they won't stay with it. A business without customers isn't viable. Think about how you've interacted with your favorite businesses in the past. They make it simple to do business with them; they connect with you via your recommended means, and they may even give specials at the identical time you intend to buy. Please take a look at the people who get it wrong. How frequently do you persist with companies that don't ignite joy in the Marie Kondo era of cleaning out, tidying up, and simplifying? Today's consumers have a simple way to abandon brands they adore, and they are not scared to do so. According to PWC, one out of every three customers will abandon a beloved brand after just one poor experience.

Every encounter and stage of the customer experience, from awareness to purchase to engagement, benefits from a customer engagement strategy. Organizations are established on their dedication to doing what is suitable for their customers in today's digital environment, emphasizing personalization. It is the single most important competitive differentiator.


How can Krowd help you make your social media customer-centric:


For a long time, marketing hasn't been about moving clients through a funnel on a straight path. Because of technological advancements, the number of touchpoints between brands and customers has increased dramatically. It's easier to get noticed with this many steps, but it's also easier to go off buyers' radar. Keeping all of your marketing operations, including social media, focused on customer-centric selling can help you stay on pace to meet campaign objectives. It will also, more crucially, keep your customers pleased. Let's see how you can make your social media Customer-centric:

  • Build UGC content experiences that can be shopped

There is a little jargon in that recommendation, so let's review what shoppable content is. Any material that allows for direct purchase is referred to as shoppable content. Videos, images, texts, and lengthy print content are examples of this. It's been around for a while, and skilled Instagram marketers are making a killing with it. Consumers used Insta Shorts and Shop to connect with companies and purchase products while stuck at home or feeling uncomfortable with the thought of in-person purchasing. Creators on Instagram can combine these two features by tagging products they present in Reels and allowing viewers to buy them with a single click.

On TikTok, there is shoppable video advertising. In China, where shoppable media is significantly more advanced than in the West, influencers use content drops to drive profitable sales campaigns on social media.

The majority of consumers say they want to see more user-generated photographs and videos from brands. Buyers want authentic content that shows actual products in real-life settings with real people using them. While slick, professionally produced films and photos have their place, customers want authentic content that shows actual items in real-life settings with real people using them.

  • Promote your Amazon storefront on Instagram

Instagram's e-commerce prospects have exploded since introducing a simple "shop now" button in posts. The opportunity to capitalize on this new shopping option for firms with Amazon storefronts is excellent.


Amazon's presence in our lives has only grown due to the pandemic. Brands that can take Amazon's ease, convenience, speed, and authority and apply it to social media methods have seen tremendous success.


If you know your consumers are on Instagram, make it simple for them to purchase your products by directly linking to your Amazon store. One advantage is knowing that fulfillment is in Amazon's capable hands.


Every month, almost 90 million people interact with Instagram retail photos. Sixty percent of users on the popular social networking platform use it to find things. When customers realize that they can buy a new product from a reputable retailer such as Amazon, the sale is much easier.


Brands can generate significant sales spikes through Instagram by inserting shop now and profile connections to an Amazon store into influencer marketing that uses Reels and Stories.


  • Identify and engage micro-influencers on key social media channels.

The focused usage of micro-influencers is a third technique to put your customers at the center of your social media strategy. These influencers aren't celebrities, but their usefulness in marketing your products and services is undeniable. They have anywhere from 5,000 to 100,000 followers.


Micro-influencers can be an effective alternative if your target demographic coincides with their follower base and the influencer's ethos and vibe match your brand identity, values, and messaging. In 2021, 90 percent of business marketers wanted to work with micro-influencers, up from 80 percent in 2020, according to Linqia's State of Influencer Marketing 2021.

You can combine two of the most effective strategies marketers have in their toolkit to increase leads and utilize your social channels to raise awareness, generate goodwill, and, of course, drive revenue by having micro-influencers promote your brand with shopping links.

The following are some other quick hits you can make on Instagram to make your presence there more profitable, according to Krowd:


  • Create a storefront on your profile, optimize your bio, and highlight albums and Stories to capture shoppers' attention.  
  • Consistently use the same photo style, branded color scheme, and other brand elements across your profile to reflect and extend your brand identity.
  • Make personable content, and recognize and reward brand advocates.
  • Promote sales and actively manage the shopping experience by tagging products, featuring relevant and timely offerings, clearly displaying contact information, and promoting posts.


Previous clients Krowd has worked with:


Over the years, Krowd has worked with a variety of customers to assist them in overcoming their fear of missing out on a business trend. A client named "A" was having the same issue with losing consumers from his firm. Krowd identified the flaw in their strategy and assisted them in correcting it. Client "B" was in desperate need of ideal e-commerce software for their company. Krowd nailed it with the support of their top-tier social-media marketers, who assisted them in creating the best e-commerce app possible.


Why is Krowd the Best Choice in the Market?


Krowd is a multi-award-winning user interface and user experience design firm in Melbourne, Australia. Krowd was created in 2017, and it is now regarded as one of Australia's top in this industry. Even though UI/UX design is our primary area of expertise, it is only a tiny part of Krowd's offer. We also provide Web development and mobile app development services in Melbourne. Our goal is to deliver the most excellent service possible, and we are constantly working to maintain a level of service that you won't find anywhere else.

Krowd's mission is to be your digital partner before, during, and after the launch of your chosen product.


End Thoughts


We've covered a lot of ground and given a lot of advice on customer-centric selling. One thing to keep in mind as you build your social media presence is that content is king.


Everything is based on a foundation of great content. Put your time and effort into creating material that your target audience will love. Everything else will contribute to excellent outcomes.




Is there a social media network that I should use to promote my business?

Regardless of the industry, you work in, and your company should be active on social media. Companies may have different reasons for having a social media presence, however. The first step as a brand is to identify your target audience. If messages are given to the incorrect audience, it will be inconvenient for all parties concerned.

A selection of channels should be based on the product or service you are offering and your target market. Some channels are designed for businesses, while others are for consumers.

Having that out of the way, the bare minimum is a Facebook, Twitter, and LinkedIn account. While the first two are mainly for B2C updates, the latter is for HR initiatives and business interactions. Depending on whom you want to target and what you want to achieve, you can expand to Instagram, Snapchat, Pinterest, Google+, and other social media platforms.


What should I write about?


Your company's product line and your target market will answer this question. Each social networking platform has its allure, but you'll be deemed unprofessional if you post the wrong kind of content to the wrong audience.


All platforms allow you to embed text descriptions for multimedia content, although some allow you to make text-only updates. Live video is also supported by Facebook and Twitter, something to remember if your company has a solid visual identity. Instagram and Snapchat both place a heavy emphasis on visual content, but they should only be considered if you pursue a B2C strategy. Updates that are not relevant to work-life will be frowned upon, given the significant objective of LinkedIn.


Is it acceptable to share the same content on each platform daily? Should we post further updates on different sites, or should we do both?


In a nutshell, no. Individuals obey your brand across many platforms for a variety of reasons. Narrative can be used to bring audiences together on different platforms, but you can't expect them to be the same across all platforms. Previously, we discussed the differences between Snapchat and Instagram. Brands that want to focus on visual content do not have to stick with just one. Instead, they may create a tale by sharing the "making of" photographs on Snapchat and the finished photos on Instagram.


How Can I Increase My Number of Followers?


The difference between quantity and quality becomes clear; posting regular updates urging people to follow you or bringing in new followers won't work. Buying followers can be a strong choice, but this one should not be pursued. Paid followers aren't recognized for engaging with the material and aren't known for being loyal.

Providing high-quality content to the appropriate people at the right time can help you increase engagement. There will be more than that: creative and original content will be generated. It can also affect whether or not your followers share it with their friends, family, or business contacts.


What should you do if someone makes a nasty comment on social media?


 Some businesses have the misperception that social media is a hostile environment. Even if that were the case, knowing a location where customers may voice their opinions is preferable to being oblivious. You only have two options for dealing with these kinds of remarks. First and foremost, you have the option of responding to your consumers' issues to recover their trust. Keep in mind that failing to do so may result in no retention in some cases. Even satisfied customers will wonder about your customer service if they notice such practices.