Social Media & Customer Loyalty
CEO Gabriel Shaoolian in Alister & Paine
It’s easier to keep customers than to find new ones. And while this doesn’t mean your business should abandon developing new prospects, understanding how to manage customer loyalty in the age of social media should now be a priority.
Americans spend one of every six minutes online using a social network, up from one of every 12 minutes in 2007, according to the research firm com Score. This means your clients, as well as your competition, is already out there sharing information.
Be a part of that conversation or your business is sure to suffer.
Listen to the Conversation
The first step is setting up the right tools to help filter all that chatter on the internet. Try, a social media search and analysis platform that aggregates user generated content into a single stream of information.
Engage Your Audience
A social media presence helps your online reputation management by creating positive, company controlled content. However, you can’t use social media as a broadcast platform for your services. Consumers will quickly tune you out. The point is to keep them engaged in a conversation with you and to continually build trust and ultimately loyalty through transparency and honesty.
In any community there are always those who speak the most and the loudest. Find them and make them a friend. If you are paying attention, these people will pop off the digital page. Once you’ve identified these key influencers and made them an ally, they’ll deliver the message for you.
Offer Inside Information
Now that you grabbed the attention of key players in the community, give them something to talk about. Provide insider information like your latest product demos, or access to early releases, or even share information about products the general public is not aware of yet. If you work hard to get these key influencers on your side, you’ll have a powerful ally that will work on your social media efforts for free.