How To Pivot In The Pandemic


Video

  • Facebook now sees 8 billion average daily video views from 500 million users
  • US adults spend an average of 1 hour, 16 minutes each day watching video on digital devices
  • What next? TikTok has over 1.5 billion users
  • GO LIVE!!

Social Customer Service

  • Treat messaging like live-chat
  • Engage and respond in a timely fashion
  • Customers want to communicate with companies over the same familiar channels they use to talk with family and friends
    • 56% of consumers have used a messaging channel to engage with a brand before
    • 71% of those customers expect brands to offer customer engagement over messaging channels
    • 96% of respondents say a good customer experience over messaging channels is at least somewhat important to their brand loyalty

Groups and Brand Pages

  • Connect with your zealots, your ambassadors!
  • Insider look, entice them to be your mouthpiece! 
  • Provide tools and templates
  • Ask questions and LISTEN! 

Stories

  • Use the Questions sticker to find out what people want to hear from you during this time
  • Provide daily reflections and tips for customers
  • Create a Highlight of your COVID-19 updates
  • Create a Highlight featuring your most relevant products to make it easy for people to reference and find the things they need right now
  • Create fun challenges for people to reshare in their stories and @ their friends

Dynamic Social Advertising

  • Go beyond boosted posts
  • Using ads to build your email database
  • Make sure you have Facebook Business Manager
  • Ads are the BEST way to reach a targeted group – your potential customers!

UGC – Involve Your Customers

  • Show vibrancy with real people in your community
  • Potential buyers want to relate to the current homeowners.
  • Testimonials are key!

COVID-19 Effect

  • Don’t go dark – PIVOT!
  • Meet your customers where they are
  • Your community is home, communicating to others through the internet and seeking out information
  • Virtually bring customers to you through video  


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