We all know that social media is important if you’re running a business. If you’ve adopted an enterprise value management strategy, though, then social media takes on a critical role, as it’s key to optimizing your customer retention. Customer retention, as you well know, is paramount if you want to maximize profits, so let’s take a look at how you can use social media to boost your overall retention rates.
Building A Relationship
To start, you can use social media to boost customer retention by building a relationship between your clientele and your brand. In large part, this is a product of the type of content you choose to post on your channels.
Specifically, you’ll need to create genuine content that reflects your brand while providing value for your audience. Don’t go overboard with promotion (as that is more likely to turn potential clients off) and do try to remain as relatable as possible so that you can start creating a connection with repeat customers.
Interaction And Engagement
On social media you won’t make any progress unless you’re connecting with your customers and potential customers. Engagement is the name of the game, as it provides a form of direct interaction with those you want to retain or attract to your business.
In practical terms, this means you’ll have to do more than just throw up a few posts and follow an account or two on every channel. Liking other posts, responding to comments and questions, and using your accounts to “embody your brand” are what you’ll need to do to stay relevant and in the minds of your most cherished customers.
Listening To The Customer
Oftentimes, customers want to be heard and know that their concerns are taken seriously. Social media is a quick and easy way for them to try to get in touch with you, so you should use your channels to field honest customer feedback whenever possible.
By listening on social media, you’ll gain a better understanding of what your customers want, and as a result you’ll be able to shift your procedures, products, and even social media posts to better align with consumer preferences.
If you want to go the extra mile, you can use social media to solicit customer opinions before they even have a complaint or comment about your brand. Using polls and asking questions directly to your audience, you can find out what they’re thinking and start incorporating that feedback for enhanced customer retention.
