The Three C’s

Any marketer will tell you that the world of social media is constantly evolving. What started with Friendster and MySpace in the early 2000’s has evolved into Facebook, YouTube, Twitter, Instagram, Tumblr and the list goes on and on. Today, social media is an incredibly profitable platform for both brands and influencers. In fact, 49% of the world’s population (3.8 billion people) use social media in some form.

At times it can feel overwhelming to keep track of the constantly moving pieces. But at its core, social media is about the three C’s: Community, Communication and Customer-Service.

Community

By creating a successful community for your brand, you have the ability to tune into what consumers want . In a study done by The Manifest in 2019 showed that 74% of consumers follow brands on social media and 96% of these consumers interact on social media with the brands they follow. Followers sharing your brands message gives you additional resources through word-of-mouth. Sprout Social conducted a survey which showed that people are 16 times more likely to read a social media post from a friend than from a brand. Your community is a valuable asset that will keep your brand constantly moving forward.

Communication

Within the community you have created, you need excellent communication. Today’s consumers don’t solely rely on brand names when making decisions anymore. They look for information about the product, often times by looking at the brands social media presence. Compelling communication on your brands various social media platforms are of utmost importance. It doesn’t cost your company anything to send your message to both your current and prospective customers via social media.

Once your messaging is out there, brands need their employees to act as the personal face of their messaging. When employees like and share posts, the power and efficiency of your marketing efforts are boosted.

Customer Service

In today’s constantly on the go world, the days of waiting on hold for hours to speak with a customer service rep are gone. Consumers are busy and expect brands to attentive to their needs immediately. According to Social Media Today, 60% of customers who complain via social media expect a response within an hour. Solving an issue via social is also up to 83% cheaper than resolving it through a call center interaction. Customers spend 20 to 40% more with the companies who provide that rapid customer service, engaging and responding quickly.

By integrating the three C’s into your social media strategy, your brand will stay relevant and grow within an uncertain landscape.