"EVERYONE LIKES TO
BE PAID ATTENTION.
IT MAKES YOU FEEL
SPECIAL, APPRECIATED,
AND VALUED."
L
LOOK, 83 PERCENT of consumers prefer to be contacted via
social media over older forms of communication. I’m talking about
engaging with customers over Facebook, Twitter, LinkedIn,
Snapchat, Instagram, YouTube, etc. Whether you use them, like
them or not, don’t disregard them. Social media is not for you—it’s
for them—just like customer satisfaction. You can’t think about
yourself right now but about them and what they want. People like it
when you pay attention to them on social media.
Just flip roles: What would you want? If you visited my company and
I posted on Facebook that I met you, and linked you, would you not
like that? Whether you bought from me or not, whether I was a
solution for you or not, you would like that because I’m continuing
to pay attention to you. Everyone likes to be paid attention. It makes
you feel special, appreciated, and valued.
Sixty-three percent of Millennials stay updated on brands through
social networks. The Millennials are influencing the generations
above them just like every generation has before them. Fifty-one
percent of millennials say social opinions influence their purchase
decisions. By the way, let’s not kid ourselves, everyone is influenced
by what other people are doing and saying. Whatever generation you
are in, people want to keep up with other people.
Forty-six percent of Millennials depend on social media when
buying online. I know when someone responds to my radio ad,
they’re not going straight to the website I told them to go to, nor are
they going to call the number that I tell them to call. After they hear
my ad a couple times and become familiar with my name they’ll
check out Grant Cardone on Facebook, Twitter, YouTube, and
they’ll search me on Google. This is why it’s critical you control these
things. I do a lot of work in the social space to make sure I control
MEET
GRANT
CARDONE
that environment to use these channels to communicate with
customers wherever they are in the sales process.
Customers who encounter positive social customer care experiences
are nearly three times more likely to recommend a brand. Every day
someone on Facebook and Twitter is posting something about my
books and mp3s because I’m using my audience in a positive way.
They know I see them posting because I engage with them there.
Don’t neglect this, because this is a huge opportunity that most
miss—stand out from the marketplace by doing what others aren’t
willing to do. Forty-two percent of people will tell their friends about
a good customer experience on social media and 53 percent will talk
about a bad experience.
The people you need to be concerned with are all the people not
talking about you. I’d rather someone say something bad about me
on social media than never talk about me on social media.
Obviously, my preference would be for someone to say good things,
but say something please. Forty-seven percent of Americans say
Facebook is their #1 influencer of purchases, but keep in mind this
can quickly change in the days we are living in. It doesn’t matter if
you personally use it or not, or your demographics are on there or
not, what matters is that people are talking about you. The old adage
“market to your market” is no longer true. You want to market to the
planet.
If people aren’t talking about you, nobody knows you. If nobody
knows you they won’t pay you for anything. You won’t be able to
grow and be great. Customer service is your door to standing out in
the marketplace. Whether your company has five employees or
5,000, you have to respond to people and communicate with them
on social media channels. You will either be looked at or overlooked.
Sixty percent of organizations cite marketing as the main function of
social channels. You need to flip that—your goal should be to give
people exposure on your social channels about them. It flows power
to them and gives exposure they wouldn’t normally get. This
provides great customer experience.
Never overlook social media. It’s an inexpensive way to get your
name out in the marketplace. Use social media to increase customer
experience and counter negative customer comments. Don’t post just
once a day, bang on it. Facebook, Twitter, Snap Chat, etc. are great
tools for you to provide excellent customer service, increase sales, and
grow your business.
Best Selling Author, TV & Radio
personality and Self made
Entrepreneur and American Patriot
Warrior for the Middle Class
Cardone works with Fortune 100
companies customizing sales
processes and improving customer
experiences. His clients include
Google, Morgan Stanley, Ford,
Chrysler, Aflac, Sprint, WellsFargo,
Allstate, StateFarm and more.
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