Reasons Why Customer Experience is Essential on Social Media

Social Media Marketing | September 4, 2020

Customer expectations are on the rise due to the continuous evolution of technology and dynamic innovation in the industry. Half of the audience on social media expect a response within 24 hours today! Social media platforms have proven to be instrumental in the success of businesses and powering their customers. It is a goldmine of opportunities for businesses who are actively looking for strengthening their relationships with their customers. EmployingSocial Media Marketing Servicesgets the job done too!

Customer Experience Management (CEM) is a collection of processes aimed at monitoring and improving customers’ relationship with the business. This can be done in several ways, and one of the simplest examples is offering customer support through social media. In the end, employing these services result in an increase in customer satisfaction and a boost in the customer-business relationship. Here’s what you need to do to boost customer experience on social media:

Proper Engagement:

Before you engage with your customers, put yourself in their shoes and think about your brand from their perspective. You wouldn’t like to be bombarded with ads, right? It is outright annoying and can mess with the social experience. Instead, use content forms like interactive quizzes, fun interviews based on customer testimonials, sharing relevant, informative news, etc. These are the ways that help to create a personality for your brand online. Giveaway campaigns are a great way to bring in new customers and help maintain a status quo for your brand. Also, engage with your customers with two-way conversations. This helps boost your CEM by quite a significant margin.

Customer Service:

This is an obvious strategy, and surprisingly, many companies fail to take advantage of these. When your customers are expressing their concerns on social media, it should be your priority to get in touch with them within a reasonable amount of time. Social media platforms provide a fantastic opportunity for businesses to take their customer satisfaction level to the next level. One example would be live chat services where customers can get in touch with your brand quickly and it is easier.

Research and Mine Data:

Your competitors should also be a part of your research when it comes to CEM. Remember, your customers are exposed to several attractive brands on social media. It’s an excellent idea to do your research and learn about the best practices in your industry. Collecting data on different competitors, benchmarking them, and comparing against your own engagement levels can help you gain a better understanding of your areas of improvement. Deploying social media marketing services can help gain better insights.

CEM-Focused Brand Culture:

Understanding your brand’s stand can help drive a great impact on how your customers perceive your brand. Social media is the place where you can flaunt your efforts to your customers by showing them the human side of your brand. This makes you more relatable and provides a more relatable connection for customers to your business. No matter how many technologically advanced tools you use, your CEM’s effectiveness will always boil down to how personal you get with your audience.


Enhancing customer experience may sound like a rigorous affair, but if you have the basics nailed, then it is a piece of cake. You can always employSocial Media Marketing Servicesto improve your customers’ experience with your brand. For such services, feel free to consult with us at ValueHits. We are happy to help you.

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Hardik Mody

Hardik Mody is a Senior Manager in Digital Marketing. He plans and coordinates the marketing activities of ValueHits, a full-service Digital Marketing Agency in Mumbai, India. With his experience and Expert knowledge in the field, he identifies potential customers and develops marketing campaigns. Also, he is efficient enough to meet the client’s requirements and well-organized in handling multiple tasks.