The time that you made a Facebook page for your company for fun is over. Today almost every company is on social media. Social media has created a landslide in the area of customer contact and communication. Next year there will be a number of trends that are starting to crop up again. When formulating their social media strategy for 2018, companies must take into account a number of issues that we will now address.
In 2018 communication specialists will increasingly focus on reputation management because in a giant market everything is about making a difference. That is why companies will look for a value proposition that is always better to ensure that their reputation improves. Short-term decisions will play a leading role in this. In 2018 it is crucial to prepare KPIs for reputation management and to come up with a clear plan of action. It is important that you look at what your customers think about you and then use this data strategically to make your business better.
Customer contact is of course of great importance. As we spend an ever-growing part of our lives online, you see that web care departments occupy an important place. Customers are always and everywhere online, and so they also expect that they can always come into contact with companies. They also want to be able to chat with the employees outside office hours.
Fortunately, there is the chatbot. Experts expect that in 2018 we will be less concerned with handling individual messages, but will be more involved with conversion management. It is now about real conversations in which customers want to be helped as well as possible. The core of the discussion can only be found by reading the conversation thoroughly.
It is expected that 2018 will be the year of the chatbot, for both large and small companies. Facebook already integrated a function to create your own chatbots, which have been welcomed positively. They are therefore an indispensable link in your social media strategy for 2018.
Also Read: Voice Search Optimization in 2018
Customers love organizations that are open to customers and really listen to them. Thanks to the possibilities to leave reviews everywhere, there is a lot of transparency, and more and more customers listen to more and more. For example, lots of companies are getting started with customer satisfaction surveys. They are also making a change where ‘before’ feedback was requested at the end of the customer journey; companies are now continuously asking for feedback on different touchpoints. The opinions of customers are also really used to innovate, which makes everyone better.
How do you ultimately fall? That will be a question that you often ask yourself. Content marketing is gaining ground and creating unique content is becoming increasingly difficult. Striving for quality may take longer, but good content will stick better with your customers, and you will also get a lot more reliable. Your content has to provoke interaction: what will your target group do with your post? When there is a lot of interaction, your reach increases. Set goals for your campaigns. What do you want to achieve and how are you going to do that?
It is expected that by 2019 80% of the content will consist of video. In 2018, the video will leave an even bigger footprint in social media. In the past year, many companies started using video, because moving images attract more attention than silent visuals. Also, the image says much more than words. Only text becomes a thing of the past.
In the past year, the image on social media also changed. So you can now post a story on every medium, go live and call a group. Social media is all about direct sharing and coming into contact with your followers. Also, gifs are on the rise; we are seeing more and more 360-degree photos and videos, virtual reality is becoming quite normal and augmented reality cannot be ignored. A smart entrepreneur will respond to this as quickly as possible.
Instagram is still the most popular visual medium. You hardly see text here, just a short description of the photo and what hashtags. On Instagram, it is a must to have a strong profile with matching pictures. The result is a nice feed with which you can inspire your followers!
Need help with your social media strategy for 2018?
Do not hesitate to get back to us! We as specialists know all about the profession and have already put many customers online in the spotlight for you. Make an appointment without obligation, and you can start the new year with a successful social media strategy for 2018!