Courtesy of Corina Mackay
We’ve all heard the stories about how hard it is to draw in new customers, and thus how important it is to retain the ones you have. Social media strategies for businesses often focus on increasing awareness of your brand and gaining new customers, but there are many ways social media can help you to develop brand loyalty as well.
1. Provide consistent value
Social media allows businesses to be in contact with customers constantly. Anywhere they go, at any time, you can be there–on the computer at work, on the tablet on the way home, on the smartphone at bedtime.
This alone provides a huge opportunity. By providing value for your customers on a regular basis, you are giving them a reason to invite you into their lives. Whether you offer products and services, blog posts, giveaways, sale offers, white papers or videos, the more value the user receives, the more they will let you permeate their lives through social media.
Maintaining a consistent frequency and quality of content is imperative, but a creative approach is also important to allow for variety. Keeping your offers fresh and interesting will motivate return visits and a more loyal approach towards your brand.
2. Involve your customers
“People want to be part of something, to express themselves more personally. They want a piece of the action much more than a cheap T-shirt.”
Involve your customers by asking for feedback and ideas. Writer Jeff Goins recently wrote an excellent blog post about getting more comments on your blog. You can also use polls and online surveys, or simply use social networks to ask questions.
Most importantly, take on the feedback you get and use it. You may not change everything about your brand that you get feedback on, but let the feedback inform your future decisions and the direction of your business. Really listen to what your customers are saying and what they want. Involving them in your decision-making process will give them a great sense of belonging and satisfaction, and keep them coming back to you in the future.
3. Show your appreciation
Giving thanks is easy, yet we often forget to do so. Social media makes it even easier to publicly show our appreciation. Use social media to thank those who help you by making purchases, giving you feedback or spreading the word about your brand.
You can also thank your customers by returning the favour. Help others whenever you can by promoting their work, encouraging them and offering feedback. Social media offers easy ways to stay in touch with others and support their efforts, which will help you to develop strong relationships.
How do you use social media for customer retention? Leave a comment below and let us know.
Photo credit: Erin Branham
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