Have You Tapped Social Media for Customer Retention?
Customer retention is essential for any business. Loyal customers are great assets. Not only do they keep coming back for more, they also help spread the word about your business. But sometimes, customer retention can be a difficult task. That’s where social media comes in. But, only few businesses realize the power of social media over customer retention.
Here are ways to increase your customer retention through social media:
- Be easy to find – Having a consistent username across all social platforms makes it easier for your customers to quickly find your business when and where they need you.
- Schedule some of your posts – Scheduling some of your posts is an effective way to stay productive while consistently posting to your social networks. Consider a service like Buffer, which adds an extension to your browser and automatically schedules any content you want to share at predetermined times.
- Develop platform specific content – The psychology of a user on Twitter and the content they are hoping to discover is far different than what they expect on Facebook. Give customers a reason to follow all of your networks by providing platform exclusive content and promotions. The more places you can reach them, the more likely they are to build a long-term relationship with your business.
- Build emotional connections – Don’t just see customers as followers on a page. Approach your interactions with them with due consideration and understanding. For customer retention, emotional connections to your business are just as important as your product. Social media is the perfect tool to build and maintain these connections.
- Keep in touch – Social media is the best way to keep in touch with customers. Retweeting, commenting, liking, sharing, etc. are all great ways to stay in touch. It’s time consuming, but worth it.
- Identify what your customers want – Using social media management tools like Buffer or Sprout Social, brands can monitor what their customers are talking about online. That information can then be used to brainstorm ideas for content, social advertising campaigns, giveaways, and more.
- Timely response – You must respond in a timely manner if you want to keep customers. Never go more than a few days without responding to a customer request. The ideal response time is a few hours. Do NOT send generic sounding messages. Make the responses personal. Include the customer’s name and be careful to respond to their specific request.
- Ask for feedback – People are busy. They often forget to write a review following a happy experience. A reminder to go back and write a review is usually the only type of push they need. While positive reviews help, negative reviews are often even more useful. You can grow and improve your business by hearing about people’s bad experiences. Make providing feedback easy. Remind customers on all social media pages.
- Respond to reviews – Asking for reviews is only half of the job for customer retention. You also have to respond to them. Express gratitude for positive mentions. For negative reviews, respond respectively and supportively. Put thought into your response. Try to offer the customer a solution or a free promotion. When unhappy customers get helped, they will generally have an increased sense of loyalty. Not to mention, those who see your thoughtful responses will be much more willing to take a chance on your business.
- Make them feel special – Keep customers coming back for more by making them feel special. Reward followers with special promotions. Like, comment, and share their posts. Cheer them on with simple messages. Thank them when they return the favour.
At the end of the day, there is no magic trick to retaining customers. However, using social media can definitely help. Do you have any questions about customer retention or social media? Contact social media marketing agency for all your concerns.