I first heard about live commerce on a podcast episode from the Marketing Companion and the following blog post.Think of those shopping channels on your tv but now on your social media channels for your followers.
“One of the trends coming out of China during the pandemic takes advantage of new technology in a way that combines influencers, entertainment, live streaming, fashion, and impulse buying. This has now become a major force in retailing and it’s beginning to show up in the U.S. Some are calling this the hottest new retail channel … and I agree.”
To future prove this point, here is another quote: “livestreaming is part variety show, part infomercial, part group chat — a format pioneered in China that’s grown more popular since the pandemic started. Li’s show Wednesday lasted a marathon 12 hours […] and attracted nearly 250 million views, Taobao showed.” Source: Bloomberg
Customer Service being more critical in the future
Answering a complaint on social media can increase customer advocacy by 25%. (Convince & Convert)
79% of consumers expect brands to respond within a day of reaching out over social media, but average brand response rates across all industries is lower than 25%. (Sprout Social)
My recommendations make sure you have personify your messenger app, create FAQs, make sure those business hours are updated in the about section because of the different types of messages that your customers can receive (that you have to set up).
No excuses on missing your top fan(s) posts, turn on notifications
I rarely never miss this tip on my webinars. Turn on notifications on your fans (clients), prospects, etc. Whether you call it sales pitchy or top of mind. Turn on those notifications and make sure you engage with them!
I always tell this story about reading an Forbes article with this quote: “….businesses have a 60 to 70% chance of selling to an existing customer while the probability of selling to a new prospect is only 5% to 20%.”
I immediately sent three boxes of these custom made truffles to local clients and some had posted on Instagram (bringing attention to my business and I shared their posts about them, promoting them to my network as well).
Turning on notifications helps cultivate relationships and potentially help you with continuing working with your current customer base.
Any help with the specific features on social media to do these tasks? I can help! Please reach out to me.
I’ll be taking a slight mini break for the holidays from blogging but will continue in January.