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Business Review - Engagement Matters

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Social media has become the most important way for consumers to solicit and receive customer service from a brand. It can either make or break a business.

SOCIAL MEDIA IS NOW THE NUMBER ONE WAY CONSUMERS REACH OUT FOR CUSTOMER SERVICE.  SOCIAL MEDIA STRATEGIST NICOLLE SOTO (SOH-toh) SPECIALIZES IN HELPING SMALL BUSINESSES ENGAGE WITH CONSUMERS ONLINE.

Social media engagement is important because it gives you direct insight into what your audience

wants, and what content you’re sharing that’s resonating with them.

Comments are customers reaching out and letting you know, “Hey, I like you” or “Hey, I have a problem and I’m hoping you could fix it.” And that bridge is super important for businesses to meet the consumer in the middle.

CUSTOMER SERVICE RESPONSE TIME CAN MAKE OR BREAK A BUSINESS, SOTO SAYS, AND A POSITIVE EXPERIENCE ON SOCIAL MEDIA CAN BE THE MOST POWERFUL ADVERTISING OF ALL.

People love when business offer really good customer service, and that goes a long, long way.

SOTO SAYS SMALL BUSINESS OWNERS CAN GET OVERWHELMED BY ALL THE SOCIAL MEDIA OUTLETS. SHE RECOMMENDS CHOOSING ONE AND ESTABLISHING A PRESENCE THERE.

I focus on building a community for my clients, small businesses.…because I feel like it speaks volumes when you have that support from your audience. They’re more likely to click through to your website // they’re more likely to repost, they’re more likely to tag their friends in your posts and say, “Hey, look at this. I love this company.” And that support is huge on social media, because that’s how you go viral.

THE BUSINESS REVIEW IS A PRODUCTION OF KWBU, LIVINGSTON & MCKAY, AND THE HANKAMER SCHOOL OF BUSINESS AT BAYLOR UNIVERSITY.

C.J. Jackson drives on sunshine and thrives on family, NPR and PBS. She is the assistant dean of communications and marketing at Baylor University’s Hankamer School of Business and host of public radio’s “Business Review.” Previously, she was director of marketing communications for a large, multinational corporation. C.J. has two daughters—Bri in San Antonio and Devon in Chicago—and four grandchildren. She lives with a little yellow cat named for an ancient Hawaiian tripping weapon.