Running a business, no matter what scale or size, no matter online or not, you must have always heard that it’s more important to retain the existing customers rather than acquiring new ones.
Well, that’s because the return on that investment will probably be substantially higher than what a business would get from acquiring new customers.
With that said, let’s come to one of the most effective channels for customer retention i.e. social media. Here are the best strategies that you can use to attract and retain customers using social media:
Ensure that your business is easily visible on social media:
Now, this is the very first requirement when trying to attract/retain customers using social media.
As a matter of fact, most of the businesses make this mistake of restricting their activities to one or two social networks and ignore the others. Making a social presence doesn’t mean just putting up social media profiles. There’s much more than this.
You need to identify the social media platforms where your customers are active. You further need to promote your social media profiles on your site so that your target audience notices you.
Provide an exceptional social media customer service:
One of the major reasons behind customers leaving a business is a bad customer experience.
Nonetheless to say, customers today, are quick in sharing any such bad experiences. That’s where the other customers take these reviews as WOM and hence base their future decisions of dealing with the respective business.
So, it becomes extremely important for the businesses to avoid negative publicity and the best way to do that is to provide an impeccable social customer service. They can further enhance the customer experience through instant responses and generous return policies
Keep in touch with the customers and welcome feedback:
Be there where your customers are. keep in touch with them by retweeting, liking and responding to comments.
You can take this interaction further by asking the customers for feedback. This helps establish a two-way conversation between the customers and the business. It further helps the business to identify the weak areas and hence evaluate its operations.
Educate your customers:
One of the best ways to achieve customer retention is by educating your customers. Also, social media channels are an effective means of empowering customers by disseminating valuable information to them. Sharing knowledgeable video tutorials, blog posts and niche related info helps establish the business as a reliable knowledge source amongst the prospective customers.
Employ these strategies if you really wish to leverage social media for customer retention.