Interacting Effectively

With Your Customers

Using Social Media

01
 Chapter 1

1
Social media for your
business

2
Tips and tricks in
leveraging social media
for effective customer
interactions

3
Optimising social media
for your business during
COVID-19

02
 Social media
for your business

Examples of social media platform

Our focus

Benefits of social media 01

Interact closely with Educate your

customers customers

Build Launch
brand awareness promotions and
special offers

01
Buffer.com (2021). Social Media for Small Business: A guide for 2021 & Beyond [Online Article] Retrieved from
https://buffer.com/library/social-media-for-small-business/

03
 Social media
for your business (1/2)
1 Build brand awareness

Stages of building brand awareness

Create interesting and useful content

Interesting content will increase your followers number

Increase in followers number will drive interactions

Automatically, customer’s awareness becomes stronger

2 Interact closely with customers

Types of customers

Customers that feel satisfied

Customers that ask questions

Customers that give inputs

Customers that give complaints

04
 Social media
for your business (2/2)
3 Educate your customers

Stages of educating your customers

Ensure your contents are educational and useful

Your customer’s knowledge will increase

Customers will trust in the quality of your products

Automatically this will help to boost sales

4 Launch promotions and special offers

Stages of offering promotions

Ensure the promotion / event you’re offering is accurate

Customers will be attracted to buy your products

Customers will buy your products routinely

Automatically this will help to boost sales

05
 Social media apps
used by SMB owners
1 YouTube
● Tell the story of your brand
journey
● Tips and trick to use your
products
● Testimonials or product
reviews of your products from
customers
3 Facebook
● Post on your wall regularly
● Post short videos on FB
Story
● Pinned post to display the
post on top
● Provide complete
business information on
profile
2 Instagram
● Upload photos on feed
regularly
● Post short story on Instagram
story
● Keep IG Story using Highlight
feature
● Provide complete business
information on profile
4 Blog
● Upload creative articles
regularly
● Complement articles with
photos and video
● Link to other social media
● Provide complete business
information on profile
06
 Chapter 2

1
Social media for your
business

2
Tips and tricks in
leveraging social media
for effective customer
interactions

3
Optimising social media
for your business during
COVID-19

07
 Learning your
social media target
Importance of learning your target market 02

Understanding Helps to create Target market will

Target market will
characteristics of suitable targeted love your social
buy your products
target market content media content

1 2 3 4

Identifying target market on Understanding target market

social media on social media

Demographics of target market Characteristics of target

market
Gender
Example: Male or Language style
female Interact with the right language

Age Favorite brand

Example: 15-25 years Find out social trends and
product characteristics
Occupation
Example: Students, career
Favorite content
woman
Post type of content that
effectively attracts attention of
target market

Social media
Effectively choosing social
media for posting

02
MarketingCraft by GetCraft (2020). The Importance of Choosing the Right Target Market for Your Campaign [Online Article]
Retrieved from
https://marketingcraft.getcraft.com/en-articles/the-importance-of-choosing-the-right-target-market-for-your-campaign

08
 Ways to create effective
social media content
1) Create themed content 2) Quality over quantity
Create thematic contents in 1-2 posts per day is generally
conjunction with special festivals sufficient
or celebrations
Animation and video are
New Years’, Christmas, Valentine’s preferred compared to written
Day content

Leverage on editing tools like

Picsart & Canva

3) Follow popular social and 4) Maintain good relations

industry trends with customers03
Find social trends discussed by Prioritize responding to
your target market customers who are experiencing
problems
Use Google Trends
Always respond to customer
Create a post that discusses the comments and avoid responding
trends negatively

Quick and well-mannered

customer response

03
FreshSparks (2019). 6 Key Elements of Using Social Media for Customer Service [Online Article] Retrieved from
https://freshsparks.com/using-social-media-for-customer-service/

09
 Chapter 3

1
Social media for your
business

2
Tips and tricks in
leveraging social media
for effective customer
interactions

3
Optimising social media
for your business during
COVID-19

10
 How the pandemic affects
how we use social media

There is an increase of
61%
in the usage of social
media during the
pandemic 04

169%
is the expected future
increase in ecommerce
purchases from new & low
frequency users 05

04
Google for Retail (2020). Navigating your retail business through COVID-19 [PDF] Retrieved from
https://services.google.com/fh/files/misc/2020_covidretailguide_en-apac.pdf?utm_campaign=en-apac&utm_medium=website&
utm_source=twg

11
05
Accenture (2020) How is COVID-19 changing the retail consumer? [PDF] Retrieved from
https://www.accenture.com/_acnmedia/PDF-130/Accenture-Retail-Research-POV-Wave-Seven.pdf
Strategy to optimise social media
during COVID-19 06

Create posts that spread positivity

Show your sympathy for consumers who

may be affected by COVID-19

Update the schedule for posting content given

the high use of social media during pandemic

Make sure your social media makes it easier

for consumers to buy your product

Make sure you always answer questions and

comments from consumers

END

06
Accenture (2020). COVID-19: Building on a trusted platform [PDF]. Retrieved from
https://www.accenture.com/id-en/insights/communications-media/coronavirus-rapid-response-in-communications-media

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