Should you go live on social media? If you should, how should you go live on social media? Can going live on social media help enhance customer experience?
Businesses thrive on two critical factors: visibility and customer satisfaction. Achieving these may require innovative approaches. In my experience, two highly effective strategies are going live on social media and enhancing customer experience.
We use these methods to increase community engagement and build a loyal customer base at Entrepreneurs.ng.
Let’s delve into these strategies and explore practical ways to implement them.
How to Go Live On Social Media
Going live on social media platforms is a game-changing strategy for increasing visibility and revenue. Live streaming enables you to interact with your audience in real-time, showcase your brand’s personality and create a sense of community.
When you go live on social media, here are some ways to make the most of your live sessions:
Showcase Product Demonstrations
Live videos offer a unique opportunity to demonstrate how your products or services work and highlight key features and benefits.
For example, at ReDahlia, we frequently use live sessions to explain our business registration services and answer questions our audience may have.
By walking our audience through the steps, we build trust and encourage immediate sign-ups for the service. We have had clients take on the service during the live sessions.
If you own a beauty brand, you might consider showcasing how to use your latest product, offering tips and tricks and providing a special discount for live viewers.
Offer Exclusive Deals Or Flash Sales
Creating urgency with time-sensitive offers is a powerful way to drive sales. During live sessions, announce exclusive discounts or flash sales available only to viewers.
For each cohort of our Entrepreneurs Success Blueprint Program, we go live and offer exclusive deals for people who are live at the moment. Our audience get up to 20% discount on the program if they pay during the live session.
An online fashion boutique might unveil a new collection live and share a discount code valid for the session to boost engagement and prompt immediate action.
Host Q&A Sessions
Engaging with your audience directly during live Q&A sessions builds trust and credibility.
At Entrepreneurs.ng, we’ve used live sessions to answer questions about starting and scaling businesses.
If you run a fitness studio, you might go live to address common fitness concerns and share workout tips.
Provide Behind-The-Scenes Access
Giving your audience a sneak peek into your operations creates a sense of exclusivity.
At ReDahlia, behind-the-scenes videos of our workspace resonate with our audience and help us humanise our brand.
Or a restaurant might go live to showcase the preparation of a signature dish or to interview the chef.
Promote Upcoming Events Or Launches
Live sessions are perfect for building excitement around upcoming events or product launches. Offer exclusive previews, early access or special incentives to live viewers. This approach builds anticipation and drives participation.
Repurpose Live Content
After each live session, repurpose the content by sharing it on other platforms or embedding it on your website. This extends the life and impact of your live videos, allowing you to reach a wider audience.
My team repurposes our live video content into articles, quotes and short videos and distributes them across different platforms.
By going live at least three times a week and incorporating these tactics, you can enhance audience engagement, increase your brand visibility and drive revenue growth.
See Also: How to Use Chatbots and Virtual Assistants To Improve Customer Service
How to Enhance Customer Experience
Exceptional customer service is the backbone of sustainable revenue growth. It fosters loyalty, encourages repeat business and generates positive word-of-mouth referrals.
At the Entrepreneurs Success Blueprint Program by Entrepreneurs.ng, I dedicate three modules to teaching our entrepreneurs ways to enhance the experiences of their customers. I take this seriously because I believe that competitors can copy your product or service, but they cannot copy your customer service. It is one unique way you can stand out from the crowd.
Here are some of the practical steps I teach through my Entrepreneurs Success Blueprint Program. Use them to elevate your customer experience:
Personalised Interactions
Addressing customers by name and providing tailored recommendations can create memorable experiences. For instance, at ReDahlia, we review customers’ business needs and offer bespoke solutions.
If you run an e-commerce store, train your team to use purchase history to suggest relevant products or offer personalized discounts.
Prompt Response Times
Fast responses to customer inquiries enhance trust. Use tools like chatbots for immediate answers to common questions.
At Entrepreneurs.ng, we’ve seen improved client satisfaction by responding promptly to queries.
Active Listening And Empathy
Train your team to listen actively and show empathy. Acknowledging customer concerns and offering solutions builds trust. If you manage a hotel, ensure your staff handles guest complaints promptly and offers compensation like upgrades when necessary.
Proactive Customer Support
Anticipating customer needs sets you apart. At ReDahlia, we proactively inform clients about regulatory deadlines, ensuring compliance and fostering trust.
Or if you run a subscription service, send reminders before renewals or share tips to enhance usage.
Collect And Act On Feedback
Regularly seek customer feedback through surveys or follow-ups. Analyze the data to identify improvement areas and demonstrate that customer opinions are valued.
Entrepreneurs.ng frequently gathers feedback to refine our programs and services, ensuring we meet audience needs.
Training And Development
Investing in your team’s development enhances their ability to serve customers effectively. At ReDahlia, we conduct regular training to equip staff with updated knowledge and skills.
Similarly, a telecommunications company can train representatives to address technical issues confidently and accurately.
Surprise And Delight
Go the extra mile to surprise customers with thoughtful gestures. For instance, a restaurant might offer a complimentary dessert to loyal patrons.
At Entrepreneurs.ng, we try to delight our clients with unexpected bonuses such as free resources, which strengthens their loyalty.
By focusing on customer satisfaction, your business can create lasting relationships and ultimately boost revenue.
Final Thoughts
Going live on social media and enhancing customer experience are two practical strategies that will not only increase revenue but also build a strong brand presence. By engaging your audience through live sessions and delivering exceptional customer service, you can foster trust, loyalty and repeat business.
Take these actionable steps and implement them consistently to see a measurable growth in your business. Start small, track your progress and refine your strategies based on feedback.
Part of this was published on Forbes.com by Florence Chikezie.
