Customers are the center of all businesses, which is why most companies have strategies regarding customer retention that involve strengthening relationships.
While there are many ways to work on customer relationships, one of the most effective is to go where the customers are—social media. Social media is the best vehicle for retaining customers in today’s age. eCommerce businesses can especially benefit from using this marketing channel, as savvy users of your product are also those who may be active on social media daily.
1. Use Social Media to Know What Your Customers Want and Value
Looking at social media consumer trends, you can assess the interests of your audience. While you can look at statistics reports, you can also identify a select group of customers and evaluate their social media behaviors. You can even go as far as to look into their most recent “likes” to understand their current passions.
Based on how they use social media and what they share, you might learn if they:
- have a family or pets,
- buy groceries online,
- and more!
Understanding what your customers want and value can help improve your customer retention because, with this knowledge, you can better service them and meet their needs.
2. Be Active on Your Business’ Social Networking Accounts
Since no one likes to follow a social media account that is inactive, keep it up to date with inspiring and relevant posts. Get on the most popular platforms, such as:
If one is more relevant to your niche, especially favor that platform by posting several times a week or daily. However, don’t post too much too frequently; your follower may see this as spam.
Aim to create posts that resonate with your audience. Your posts should be engaging and have a phycological impact on those reading or seeing the post.
3. Ensure Your Business’ Social Networking Accounts Are Easy to Find
Brand awareness guarantees that people will recognize your brand and what it stands for; this is critical for customer retention. Without customers to retain, your social media efforts will not be effective.
Here are some hints to make your accounts easier to find:
- Keep account names/handles simple and straightforward
- The use of relevant hashtags will broaden your audience
- Have social media influencers promote your business
Connecting with a significant influencer, if appropriate, can do wonders for your brand on social media. With a plethora of followers, these people can get the word out quickly.
4. Engage with Your Customers on Social Media
Responding to customers, as well as creating new posts, is most important to the strength of your business. Promptly responding lets customers know that you care about what they think and value their input.
- You can also follow specific hashtags and respond to those who are using it.
- Be sure to thank new followers
- Like or retweet brand mentions
Another way to engage your audience on social media is to post a giveaway; everyone loves freebies, and the expectation of a prize may heighten the involvement of your customer.
Real-time conversations with followers, such as on Twitter, can improve your relationship with customers as well as help you reach new audiences.
If visual content is important to your business, Instagram allows you to post recent updates or videos. Niche companies do well on this platform with posts that engage interest.
These few steps can help you engage and become more active with existing as well as new customers, helping to improve customer retention in the long run.
5. Use Social Media to Listen to and Address Your Customers Concerns
If you run into any issues from your audience, counter their concerns quickly, as people often use social media to vent complaints about a brand.
Another way to stay on top of concerns is by implementing customer feedback software into your product so users can submit in-app surveys. You can reward them on social media or post about common complaints and how you’re fixing them.
Posting about common complaints is being pro-active and is a positive step in retaining customers who see your brand in a better light.
Get Posting Now & Boost Your Revenue
Social media can help you improve customer lifetime value, which in turn enhances customer retention. Determine where your goal Customer Lifetime Value is and create a method of measuring CLV. Use CLV to make data-driven decisions that will improve the retention of existing customers as well as bring new ones to your business.