It's one thing to say you're customer obsessed on social media and quite another to show you mean it. Modern consumers are social media savvy, and they can spot the difference, so if you want a real "return on your relationships" (#RonR), you've got to be truly customer obsessed on all your social media platforms.
To highlight that point, let's take a closer look at two large companies, JetBlue and Duane Reade, that do an excellent job of putting the customer-obsessed concept into action on social channels. While you may not have their resources, you can certainly pick up a few tips so your small business truly connects with customers.
Being customer obsessed requires paying attention to the little details, and it's clear that JetBlue “gets it” from the moment you visit the airlines' Twitter page. You can see the company is focused on customers even before you read a single tweet, thanks to its effective use of Twitter's profile page functions.
Let's take a look at the details:
- JetBlue's Twitter page has close to 2 million followers, which is strong but not out of line when compared to other major airlines. The “following” count is what really stands out, though, clocking in at more than 100,000. Check out the follower/following ratios of other popular accounts, and you'll quickly see that JetBlue is way out in front on the number of other Twitter accounts it follows.
- Take a look at the company's profile blurb. “Hi, nice to tweet you!” is pleasant and warm, a stark contrast to the all too common “The Official Twitter Page of ...” opening. After that, you get a quick, relevant description of the company, followed by multiple contact options. It's all framed under a welcoming cover photo that's light on logos but heavy on diversity and smiles.
- JetBlue does a nice job tweeting a mix of customer-focused contests, clever hashtags and charity drives, but its replies to customers are what really stand out. There are no form messages or any other signs of automation. When a customer tweets @JetBlue, they know they can expect a personalized response, coming from a real human being. JetBlue also does a great job of sharing fun travel photos from its followers.
There's more than one right way to be customer obsessed on Twitter, and drugstore chain Duane Reade gets there in a slightly different fashion than JetBlue. Both of these companies' profile pages are well done, and both companies follow more accounts than average.
The difference comes in the content of the tweets, and the information each company chooses to share. See what I mean:
- Duane Reade is based in New York City, and the city is a constant theme in their tweets. It's a great way of saying “We live here, and we care about this place, too!” Duane Reade's Twitter feed is also full of tweets about area events but not in a self-serving way. Most of the events the company tweets about have little or no apparent connection to the company.
- You'll also find plenty of photo and video content shared on Duane Reade's Twitter stream. Cityscapes bump up against silly pet pictures and odes to things like National Hammock Day in a way that makes the account feel more personal than corporate, which is tough to pull off.
- Like JetBlue, Duane Reade does a great job of replying to customers in a personal, timely way and sharing customer tweets. The company also embraces the language and intent of social media, dropping in the occasional bit of Internet slang or emoticon, and linking its various social feeds together.
In the end, customers want to be treated like human beings, not data points, and both JetBlue and Duane Reade embrace that with every detail. It all starts, though, with simple things. Reply to people promptly, with personalized messages, and share relevant, interesting content.
The effort you put into being customer obsessed will be more than reciprocated by the return on relationship you build as a result.
Read more articles on customer engagement.