Social Media And Your Customer Contact Cycle

With every product/service you’re marketing, selling and servicing, you’ll have a customer contact cycle. The customer contact cycle consists of touch points that represent moments of interaction (contact) with your consumer. There are roughly four stages:

• Awareness: When a consumer is first exposed to your product. Examples are reading a review or seeing an ad.
• Interest: When a consumer becomes interested in purchasing your product/service. Examples are visiting the shop or trying out the product.
• Purchase: When a consumer buys your product/service.
• Service / Re-Purchase / Renewal: When a consumer comes back with a problem or with an intention to re-purchase/renew.

Social media provides new opportunities to enhance the customer contact cycle with new customer touch points. Using tools like Facebook and Twitter, it’s possible to have a continuously open channel with customers. Leverage social media as customer touch points to increase interaction with current and prospective customers, create an open brand image and enable cross-selling and up-selling.

Take advantage of social media to enhance your customer contact cycle.