Want long-term customers for your business? To build customer loyalty you need to engage with your customers and show them you care.
Personalize the Fan Experience. This could be as simple as sign off on posts and comments with your name. Coca-Cola took this to the next level where you can personalize and share a virtual bottle of Coke.
However you personalize your fans’ experience it boosts their trust and loyalty.
Offer Rewards. Show your fans you appreciate their input on your social media page by offering a reward. Involve and reward your entire social media community with offers, such as unique discounts, contests, and bonus or sneak previews.
Surprise Fans and Customers. Add to your customers’ experience on social media by finding ways to create surprise and intrigue. Surprises are a great way to build word-of-mouth marketing. They also encourage brand advocacy, because fans who get a treat are likely to share the experience with their network.
Listen to Your Customers. Listening to your customers and fans is a great way to increase engagement! Monitor what is being said about your company, and engage with your fans, respond, and take action.
Listening is the best way to get feedback about your product or services, so you can make improvements and provide better customer experience.
Follow Up With Fans. The initial follow-up is just part of the equation for great customer support on social media. To build long-term relationships with your fans, follow up ask your fans how they’re doing since your last contact.
Following up lets your customers know you’re still interested and value their time.
Cultivate Trust. Trust takes a long time to acquire, but only a matter of seconds to lose. The easiest way to maintain the trust of your community is to keep your promises.
If you do make a mistake or end up with a social media crisis, the first thing you should do is own up. Admit to mistakes and take action to resolve the situation.
You work hard to build the trust of your social media fans – do whatever you can to keep that trust!
Share Your Values. If your company has a strong view on a particular topic or issue, share it with your community.
Since fans on social media tend to be more loyal to a company that shares their beliefs, share updates not only around your products or services, but also posts that exemplify the core values of your organization.
Showing your customers that you value them is the most effective method to build long-term relationships. This will increase trust, loyalty and sales.