Like most businesses, you probably have a social media presence that you are using to engage with your customers. Social media has made it easier for individuals to connect with each other. For businesses, it remains the perfect platform for creating brand loyalty and deepening relationships with customers.
Although attracting new customers remains a focus point for every brand, retaining and selling to existing customers is as crucial for the growth of the business.
While you use social media to reach new demographics and expanding your reach to increase brand awareness, use it also to maintain strong relations with your existing customers and keep them coming back for more.
Here Is How You Can Retain Customers Through Social Media:
Heed To Social Media Listening
Sprout Social defines social listening as the process of tracking conversations around specific topics, keywords, phrases, brands or industries, and leveraging insights to discover opportunities or create content for audiences.
Social listening helps marketing teams prioritize and evaluate feedback from the public, which then can be used to generate content that meets customer’s needs.
According to Sprout Social, there is a thin line between social listening and monitoring.
Explaining that social media listening allows you to see things at a bird’s eye view: ‘As social media marketers, it’s easy to get consumed with responding to incoming messages one by one. This is particularly true if you deal with hundreds or thousands of questions and comments per day. While monitoring and responding to social messages is important, you also need to use social listening to see the bigger picture of what’s going on with your brand on social.’
Provide Superior Social Media Customer Service
Customer retention starts with customer service. Most customers turn to social media for the customer convenience, nobody wants to be placed on hold for a long time while getting bounced from one place to another. Customers leave after a bad experience with a brand. The key to avoiding negative publicity is to provide good customer service and responding promptly to questions. A quicker response to your customer’s inquiries will boost their confidence in your company’s reliance. The Social Habit has found that 32% of customers expect a response within 30 minutes and 42% expect a response within the hour on social media.
Make It Easy For Your Customers To Find You
Imagine visiting any popular social media site and you cannot find the business you are looking for. This can be avoided if businesses can stop using different usernames on different networks and are consistent. Again businesses should use social media networks that customers are active on. You need to serve your customers where they spend their time on.
Appreciate Your Customers
Lastly, express gratitude to your customers. It is important to remember that each time a follower engages with your brand, they are investing their time. A small expression of gratitude such as ‘Thanks for the comment’ can go a long way toward making engaged customers feel appreciated.