Where Does Social Media Fit Into the Customer Journey?
Your social media marketing can sometimes feel separate from your other marketing efforts. After all, social media is about engaging with fans and having a little bit of fun with your brand, is it really a place where you should be thinking about the customer journey?
The fact of the matter is that all of your marketing efforts should be shaped around the customer journey, and that includes social media. And yes, there is a way to fit social media into each stage of the customer journey without resorting to sales-y posts or spammy messages.
Here’s how you can incorporate social media at every stage of the customer journey, from know, like, and trust to try, buy, repeat, and refer.
Social media is a great place to introduce your business to new people. The first stage of the customer journey is all about exposing your target audience to your branded content. You want your prospects to get a feel for who you are, what you do, and why you’re better at it than the competition.
The first step to setting yourself up to meet new people on social is making sure you establish a profile with all of your information that clearly incorporates your branding and logos. Whether you’re just starting out or bringing your social page back from the dead, organic social begins with posting interesting branded content.
This content is how people will come to know your brand and begin to associate your name with your area of expertise.
Once you’ve gotten the attention of new fans, it’s time to get on their good side. In the like phase, you want to educate them on their problems. This is the time to show that you understand their pain, and that your business offers the perfect solution to whatever ails them.
Continue to share content, but whatever you do, make sure it’s meaningful! Take this opportunity to share in-depth posts from your blog, explainer videos from your YouTube channel, and episodes from your podcast that feature other experts in your field. You can curate content from other sources, too, but the key to getting folks to like you is sharing content that’s relevant to them.
You can also begin to invest in boosting your content and sharing paid ads. Boosting content allows you to share your existing organic content with a broader audience, while paid campaigns give you the option to display sponsored posts to those who have already interacted with your organic social presence. Either way, these paid options are a way to increase your presence on your audience’s social feed and to build a sense of familiarity that breeds fondness.
By now, you’ve convinced your audience that you know your field and understand the problem that you solve. Now’s the time to reinforce that trust in your business and drive initial engagement.
You can begin to whet your audience’s appetite with allusions to a great offer. Paid posts with targeted calls to action help you achieve this. You can also take an organic approach by sharing links that drive back to an initial offer on your website.
This is the time to hammer home your expertise in your field and make a strong case for your business.
This is where you make your first offer to prospects. In the try phase, you reveal your offer and present content designed to move them towards a decision.
Your initial offer doesn’t have to be huge, and in fact, it shouldn’t be. It’s best to start with something small to get your foot in the door with your prospects. Again, posts and ads with targeted calls to action are the way to go here. Presenting a free trial or making an offer that reduces risk (say, one that includes a money-back guarantee) is a great way to get prospects to commit to giving you a try.
Once you’ve gotten your prospects to take advantage of your trial offer, and you’ve dazzled them with a peek at your killer product or service, they’ll be ready to take the plunge and make their first real purchase.
Social media can help coax them towards this conversion. Step up your customer engagement here. If someone who’s tried your product leaves a comment or asks a question on your social media page, be quick to offer up a response! If they’ve left a review on your page that expresses hesitations following their initial trial, reach out to them directly to follow up, offer a solution, and ask them to give you a second chance.
Taking those extra steps to get personal and engage with your hottest leads on social is the way to support the buying process and drive that all-important purchase.
Once you’ve convinced your prospect to become a first-time customer, you have to continue to delight them! Maintain your outreach efforts whenever customers engage on your page. If you get private messages from customers through social media, make it a priority to respond quickly.
Most social media management tools (like Hootsuite or SproutSocial) allow you to respond across social platforms from their centralized dashboard. This means there’s no excuse for missing an important communication from your customers!
On the organic social front, posting more in-depth content, like case studies, is a way to continue to build rapport with your customers. Prove to them that you’ve provided long-term value to other customers, and they’re more likely to return to give you more business as well.
When it comes to paid options, retargeting allows you to stay top-of-mind with your existing customers. Consider sending complementary offers to those who have recently made purchases on your site (i.e. If someone bought golf cleats, show them an ad for golf gloves or headcovers).
The final step in the customer journey is to win referrals. Social media comes in handy here because it’s an inherently—well, social—place!
If you want to get people talking about your brand with their friends, create content that is shareable. You’re already posting meaningful content, but are there ways to make that content more fun or share-worthy?
Let’s say you run a pest control business. Consider creating a humorous video that helps homeowners identify the kind of bugs or critters they might have running around their house. Or, put together a quiz that readers can take, helping them hone in on the type of infestation they might be facing. This is the kind of content that’s not only useful, but is interactive, engaging, fun, and likely to be shared.
In the refer phase, you can even use paid tactics to boost customer posts. So if you have excellent, positive user-generated content, this is the time to let it shine!
Social media is as much a part of guiding the customer journey as any other marketing tactic. The interactive nature of the medium allows you to create one-on-one relationships with your prospects and customers, and to target them with the type of messaging that they most need to see at their particular stage of the journey. By using both paid and organic tactics, you can create a comprehensive social strategy that drives visitors further down the marketing hourglass, no matter where they are right now.
If you liked this post, check out our Small Business Guide to Shaping the Customer Journey.
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