It’s no secret that lots and lots of people use the internet on a daily base for all kind of activities. Sharing funny videos, buying a present for our grandma’s birthday, posting holiday pictures, giving our opinions to world problems, looking at pictures of cats, all of these things are things we do online. You could say that we spend half of our lives online nowadays. And that’s exactly the point of this article.
Every business nowadays should take their part in the online world. Just offering the best price to your customers isn’t enough anymore. In today’s world everybody has access to millions of companies and billions of products. You could almost say only way to reach your customers thoughts is to become popular and respected in their online life. But how do you make sure to stay popular online? That’s what we’re going to help you with today. Just read the following tips for your webcare strategy and become the webcare king in your branch!
Step 1: Do research
Lots of companies make the mistake of not knowing where to reach their audience, don’t make the same mistake and investigate your target audience. Make sure you know where they share their opinions, when they watch their news, what’s going on in their lives.
Step 2: Get noticed
The second step to become the number one company in your customers mind online is to get noticed. No company can be popular without being known. In the first step you made sure that you know where to find your audience, now make sure that they know where to find you! Make sure they notice that you’re there! Join their favourite networks and join their important discussions.
Step 3: Stay visible/active
After you get noticed, it’s important to stay visible. To differentiate yourself from all the other companies, you should constantly be active. Big news for your target audience? Make sure you’re the one to share it to them. Interesting online event coming up for your audience? Participate!
You’ve got to make sure that you always stay in line of sight of your audience, otherwise there are 100’s of other companies that would love to take your place in just a few moments.
Step 4: Be reactive
The most important step of webcare is being reactive. You can’t just wait for people to come to you, you should be the one to reach out to your audience. React to their opinions about relevant news, help them with the problems they share online and make sure they appreciate your presents.
But when you’re visible online, there will always be people that think badly about your company. Make sure to respond seriously to their complaints and look for an appropriate solution for their problems. A few complaints that aren’t taken seriously can be deadly to your companies popularity, even if you think they aren’t that important on first sight. It’s better to prevent than to fix these dangerous situations.
Besides the fact that it could be dangerous to ignore online complaints, it’s also a missed chance. If you succeed to convert people’s complaints into successfully fixed problems, than people will even like you more. They feel taken seriously and will share their success stories with their friends. Just a little effort for a lot of positive response, isn’t that something every company should want to have?
Royal Dutch Airlines, webcare kings
One of the many companies that know how to use webcare as their weapon is the Royal Dutch Airlines. (@KLM on twitter) This company has a big webcare team that provides everything their audience asks for, 24 hours a day, 7 days a week in 14 languages. They know exactly what to share, what to say and how to respond. If you want to learn how to become a webcare king, they are definitely a good teacher.
Don’t wait any longer and become a webcare king yourself!