1. 7 Ways to Create a Memorable
Customer Experience with Social Media
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Compiled by: Deep Banerjee, Marketingpundit.com
(7 Ways to Create a Memorable Customer Experience with Social Media)

2. There’s bad news and good news about the way consumers interact with brands on social
media.
The bad news? When customers complain on social media, those complaints can tarnish your
brand’s name for a wide audience faster than ever.
The good news? Just as complaints travel at light speed thanks to social media, so do
compliments.
If you think you’re not “on” or “doing” social media, you’re wrong. Your company may not be
active, but I guarantee your fans and your non-supporters are there. Because of this, it is the
brand’s responsibility to create a social media experience that can turn a dissatisfied customer
into a raving fan.
To help your brand do this, here are seven ways to create a memorable customer experience
on social media.
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Compiled by: Deep Banerjee, Marketingpundit.com
(7 Ways to Create a Memorable Customer Experience with Social Media)

3. 1. Give Your Customers a Place to Talk
Some companies are afraid to set up Facebook pages because they allow customers to
comment, which means someone might write something negative. It seems counterintuitive,
but you should actually want customers to complain on your company’s Facebook page. If
your customers are complaining about you on their personal, privacy-protected Facebook
profiles, you have no way to know if they’re complaining, much less reach out to them and
make it right.
When customers complain on your brand’s Facebook page, you can respond and resolve
issues. If you do it right (and get a little lucky), unhappy customers will turn their opinions
around and recommend you to friends because of your fantastic customer service.
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Compiled by: Deep Banerjee, Marketingpundit.com
(7 Ways to Create a Memorable Customer Experience with Social Media)

4. 2. Integrate Social Media Into Your Customer Service
Neglecting your social media properties when they’re full of customer complaints is suicide for
your brand. It’s like publishing a customer service hotline phone number that no one ever
answers. (Expect worse, because the whole Internet can see your negligence.)
Don’t open up the floor for complaints without a plan to handle them. Predict the complaints
you may get and construct policies for replying to them. You should also plan on responding
to fans who compliment you. At the very least, you should thank customers for the
compliment. But if you really want to make customers happy, show happy customers your
appreciation with coupons or other rewards.
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Compiled by: Deep Banerjee, Marketingpundit.com
(7 Ways to Create a Memorable Customer Experience with Social Media)

5. 3. Activate Your Existing Customer Base
Most brands have more customers than they do Facebook fans and Twitter followers. Start
building your social media fan base by reaching out to your current customers - after all, they
already “like” your brand in real life.
Think about how you currently contact your customer base and how you can use those
communication channels to draw customers to your social media properties. For example, you
could run a contest or promotion on Facebook and then include that promotion on your
product’s packaging, in your next email, and in any touch point you have with your
customers.
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Compiled by: Deep Banerjee, Marketingpundit.com
(7 Ways to Create a Memorable Customer Experience with Social Media)

6. 4. Be Proactive
Don’t just wait for someone to post on your wall or tweet your account. It’s especially easy on
Twitter to monitor for mentions of your name and reach out when someone has a problem,
even if they haven’t mentioned your account. Set your brand apart by proactively interacting
with customers who are talking about your brand, whether you’re thanking them for a
compliment or helping them solve a problem.
Think about why your customers use social media sites like Twitter - it’s because they want to
“connect” and to have a voice out there. Make them happy that someone, most importantly
your company, is listening to what they have to say.
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Compiled by: Deep Banerjee, Marketingpundit.com
(7 Ways to Create a Memorable Customer Experience with Social Media)

7. 5. Reward Influencers
Find the social media influencers for your audience and give them extras. This could be as
simple as giving them advance notice of a special promotion, or complex as giving them a free
trip and tour of your facilities. Making people feel special will help turn them into advocates
for your brand. Reward your brand ambassadors when they least expect it and you’ll see
some pretty phenomenal results.
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Compiled by: Deep Banerjee, Marketingpundit.com
(7 Ways to Create a Memorable Customer Experience with Social Media)

8. 6. Create Compelling Content
Give your fans something of value on your page. You can do something similar to this in every
industry. If you’re a movie producer, post behind-the-scenes photos, and if you’re a bank,
write money saving tips. It’s hard to get people to engage with your brand when you don’t
have anything interesting to say. Every brand can (and should) create quality content.
Social media can be a channel to make customers or followers feel special, like they’re in an
exclusive club with your brand because they follow you. Make them feel this exclusiveness
whether you have ten social media fans or 100,000.
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Compiled by: Deep Banerjee, Marketingpundit.com
(7 Ways to Create a Memorable Customer Experience with Social Media)

9. 7. Stand Out From the Crowd
Some of the most memorable social media experiences are created by going beyond text. This
can be as complex as some brand’s picture app, or simple as using voice applications to let
your brand’s spokesperson actually speak to your fans. The more interactive and engaging
your social media presence, the better. In part, social media is a little anti-social because
there can be a lot lost in plain text. By giving your fans a true voice on social media, or
encouraging participation through photos and videos, you humanize the experience that much
more. You’ll be doing so when most of the other companies out there aren’t really
participating effectively this way.
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Compiled by: Deep Banerjee, Marketingpundit.com
(7 Ways to Create a Memorable Customer Experience with Social Media)