90% of customers will recommend brands after social media interactions (read the story) and that should make things very clear for every business: if you are not interacting with people you are letting someone else steal your influence.
This study and others validate a social business posture because it supports a long-held understanding of human motivation that when people feel important, cared for, appreciated, they respond positively and with support. By talking, listening, and helping consumers, companies endear themselves to consumers in a very human way. That's social.
Showing your customers that you appreciate them and that they are important to you is and always will be the best way to earn and keep their loyalty and to spread endorsements for your brand.
Online social channels allow a business to do this in a very real and manageable way and should be a priority for any company that considers loyalty and customer recommendations to be important.
What Does Social Interaction Mean Online?
I feel a little silly explaining this but here goes: listen to what people are saying, talk to them, understand them, and show them the kindness that expresses your appreciation for them and what they have to say. These are basic communication skills for decent people and they are just as important online.
— Sociallogical™ (@soclogical) October 11, 2013
Create a list of those who influence your brand in a positive way online so you can pay special attention to them. They are as important to the success of your company and your future sales as many other factors that you invest in.
The worst thing you can do is let the supportive efforts of your influencers and advocates go unnoticed and unappreciated.
This is a brief message leading into the Canadian Thanksgiving weekend. What do you do to show your online community that you appreciate them and are thankful for their support? Please tell me in the comments. I want to know.