How to keep your customers on social networks?
Social media marketing is a great way to find new customers.
But did you know that it is much more profitable to retain customers than to conquer new ones?
And social networks can also be used for this purpose: here is how to better retain your customers through these platforms.
#1) Use the social listening
Social listening consists of “listening” to users on social networks, so as to better know their opinion of your brand, but also the themes that interest them currently.
This technique is very useful to offer your customers what they expect from you and thus to fully satisfy them.
Particularly used on Twitter for customer service.
#2) Reward the ambassadors of your brand
In the continuity of social listening, find your most engaged customers: those who naturally promote your company and your products on social media.
Reward these ambassadors to strengthen your ties with them, for example by offering them free products: they will then say even more good of your brand.
Converting your company’s fans into online brand ambassadors has proven to be a highly effective way of increasing organic engagement, and in turn sales. It’s not a new revelation that referrals and word of mouth recommendations have enormous positive influence on people’s buying decisions.
A 2016 Nielsen Study found that just over 80% (this increases to a whopping 92% for those between 18-34 years old) of people ask for recommendations from friends and family when looking to make a purchase; it’s no wonder that Facebook has rolled out a recommendations feature.
Imagine you could create a wide-reaching, loyal group of people who would recommend your brand, humanise your product and share and engage with your brand’s content online.
This is where brand ambassadors come in.
By offering rewards, especially to your top performing brand ambassadors, you will be giving them a worthwhile motive to continue recommending your brand.
#3) Use influencers
Influencer marketing is an effective way to get new customers, but also to reinforce the positive opinion of your current customers towards your brand.
Start by finding relevant influencers that match the interests of your target audience and then assess their potential.
You will then be able to negotiate with the most interesting one (s) so that they promote your business: video presentation of a product, blog article, etc.
Among the influencers, there are different categories that are classified according to their number of subscribers:
- The Top Tail influencers who have between 100,000 and 1 million subscribers: they are considered stars of social networks as true professionals and are also perceived as media. Often it’s about public people, celebrities…
- Middle Tail Influencers that have between 10,000 and 100,000 subscribers: they are moderate influencers, but they are still very much sought after by brands.
- The micro-influencers who have lower than 10,000 subscribers: they have a smaller community, but are still followed by consumers in search of sincerity, transparency, authenticity and spontaneity.
#4) Adapt your tone to that of your customers
Listening to social networks will also help you better understand how your audience is exchanging and expressing themselves on these platforms.
Make sure there is no disconnect between the tone of your posts and the “language” of your clients: for example, do not use humor if it seems like your audience will not be there. not very receptive, and vice versa.
5) Focus on personalization
While billions of people connect regularly on social networks, personalization is a major issue: Internet users want content that resembles them, rather than mass publications.
Social listening can help you better understand your clients’ interests and the themes they are passionate about: rely on these lessons to offer only relevant publications that will make them loyal to your brand.
In addition, use social networks to establish a relationship as personal as possible with your customers: for example, appointments can be reached via Messenger on your Facebook page so that they can interact directly with you.