The times of the traditional Awareness > Consideration > Desire > Action marketing funnel are over, in a social media world and digital landscape consumers have closed the funnel into a loop – here’s how to make it work for your business.
It has become common practice for consumers to seek recommendations or search through reviews while in the exploring or decision-making stage of the buying process. You cannot control everything that is said about your service or product online but you can reduce the damage by implementing an appropriate social media feedback strategy. This should consist of best practices are how to respond to all kind of feedback via reviews, shares and direct message. Remember, if negative public feedback is handled appropriately it can quickly become positive for consumer trust levels and brand image.
On the other side of the funnel, with the evolution of social media to where it is today, everyone has a voice and that means that word of mouth can project harder, faster and with more impact. Consumers are more likely to share their positive brand interactions and become raving brand advocates. Creating experiences for your customers that are worthy of sharing with their communities can be as simple as creating packaging they want to share, making gram-worthy corners of your café or providing customer service that makes them feel special.
Pay attention to every stage of the NEW marketing loop and tailor your marketing communications to the needs and wants of the user at each stage of the sales funnel. If you can master this as well as nailing the customer experience throughout the entire journey, it will create a profound impact on your business and growth.
Ask us about creating strategic best practices for your business online or designing streamlined user experience systems that retain customers and turn them into loyal advocates.
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