We often think of using social media to find new customers but it is also a great tool to help us keep existing customers coming back. Here are some suggestions on how you can use social media to aid customer retention.
1. Use Social Media as a Customer Service Tool
More and more, people are taking to social to complain about a bad experience (which happens even to the best of businesses from time to time), and they expect a response. Don’t believe me? Go to Twitter and search “#complaint.”
In many cases, a prompt response to rectify a bad situation can earn you a customer for life. Showing genuine concern and remedying a bad experience often leaves a more lasting impression than if everything had gone well in the first place. Embrace these opportunities.
2. Create a Check-In Campaign on Facebook
When someone checks into your business, Facebook will send you a notification; ignoring those is a huge wasted opportunity. Basically, someone likes your business enough to share with their friends that they’re patronizing it. These people are sharers by nature. Harness that and use it to your advantage!
Then follow up with a coupon for a small discount off their next visit. Think about it, you’ve rewarded them with an incentive to come back, given them a reason to check in again, and chances are (because they’re sharers, remember) they’ll tell their friends what happened and encourage them to try it for themselves.
3. Feature Customers on Social Media
People love to be recognized. Featuring your customers on social media is a great way to honor your most loyal patrons and show new ones that you care.
Imagine asking one of your customers if it’s okay to feature them as the “customer of the month.” Get their permission, snap a quick photo, make a nice template for a “Customer of the Month” image, and slap it up on Facebook or Instagram or wherever.
Do you think that’s something they would share on social media? I know I do! That’s amazing PR for your business and it didn’t cost you a thing.
4. Create Follower-Exclusive Specials
Entice your Fans to keep an eye on your Page by offering Fan-Exclusive deals that are announced only on social media.
5. Use Social Media to Announce News and Specials
Got a hot new product or running a time-sensitive deal? Make sure your customers are aware of it by posting it on social media!
For something like this, you should consider paying to promote it, especially on Facebook. You want to make sure this reaches as many of your fans as possible, which an organic post simply won’t. But, don’t fret; you won’t need a huge budget for this. It’s pretty amazing how much increased reach you can get for just a five or 10-dollar boost. Source
A recent study has shown that ensuring your customer data is secure is of the utmost importance, especially when it comes to customer retention.
Nearly two-thirds (64 percent) of consumers worldwide say they are unlikely to shop or do business again with a company that had experienced a breach where financial information was stolen, and almost half (49 percent) had the same opinion when it came to data breaches where personal information was stolen. Source
Images credit business2community.com, betanews.com
A Tennis playing father of two. The two in question are at an age where everything they do is correct and anything I suggest is stupid! Luckily business is a tad easier... Once I start to understand the challenges and the hoped for vision, I can usually plot a way forward. Understanding and Discovery are my two watch words.
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