The term social poaching generally
is described as the act of an organization tempting or stealing the customers
from of a specific business organization via social media. Although this is a
process that could occur through any social media channel there has been a
strong disposition towards twitter for big brands with multiple competitors.
The Act of social poaching is generally
considered to be optimistic and could easily target both happy and unhappy
customers, tempting customers with a better deal to agreeing with the appalling
experience of a disgruntled customers. So how would you stop your customers
from coming across such situations? Given below are the 7 different ways of
protecting your customers from the entire process of social poaching.
Understanding
where your customers would be: Understanding whom you want to
engage your time with and where have they been spending their time. This would
help you differentiate your company with the other organizations depending on
the demographic. The word of week when you are planning to choose a channel is
Narrow casting, and if you know when and why you are trying to reach them out
then the rest would follow.
Getting
the basic rights to maintain loyalty: Friendly banter on social media
platforms help you in building the bricks that builds loyalty. Having these
kind of engagements would help you come closer to the understanding of all your
clients and customer’s needs and requirements. And regardless of whether it’s
friendly or fun, formal or serious, it’s much more all about the time, making
them believe that you understand what, when, why they have those needs and
requirements from the organization.
Empowering
your agents to create a greater customer experience for all your clients and
customers: All employees need to be empowered to do the best
to the person they have been talking too, regardless of whether they have been
dealing with the issues customers have facing or having friendly chat about the
weather. Engagement with non-customers should second to that every time.
Align
your marketing department with the contact center: It’s
always considered to be good when you align your marketing department with your
contact center. To this generally speaking the brands would have to maintain a
closer relationship with all the clients and customers demonstrating a stronger
and much more positive engagement with the customers. Say for example if the
left knows what the right has been doing then they could easily work in unison
creating a better service and brand image for your organization.
Providing
social media the time and resources that they need: As high
profile cases continue to prove you could never afford to neglect the social
media channels no matter what business you have been dealing with. And if you
have never been doing then it’s the right time that you pay attention to all
your social media channels making sure that your SLAs are targeting in minutes
rather than hours.
Blocking
your competitors from commenting on your Facebook page: Twitter
and Facebook both offers you with features that allow you to block individuals
from your website page. Facebook generally offers you with two major options.
1 Removing
someone from your page: They would no longer like it and would not be
able to see your posts from their news feeds.
2 Ban
someone from your Facebook page: They would still like it but
would not be able to post anything on your page or share content from your Facebook
page to the other pages on this social networking site.
Training
your agents on who your competitors are: Your social media team has
to be aware of who your core competitors for your business are. This would help
them in developing additional training or by placing informative posters in and
around your office. They should also be able to understand and know what they
have to do when your competitors come up and make a post on your social
networking page.
