Customers see social media platforms as service channels to directly communicate with their service-providers. These networking and communication platforms, create a voice for your company and allow customers to post comments on and get personalized replies from you, rather than a robotic message.
Brand loyalty and customer satisfaction make your business powerful. But it all boils down to communication. When you post on social media, and reply to queries professionally and politely, it helps users regard you better. Regular interaction shows customers that they are important to you, and a vocal, satisfied customer, who genuinely appreciates your product or service is your best credential.
Be aware also of your “similar-but-different” competition as knowing them better works best for you. Research them at the same time you’re researching your customers; chances are your customers are interacting with competitors simultaneously. Having the right information helps your company provide assistance to fill voids in competitor services and keep your customers happy.