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  Thanks to social media, it is now easier than ever to retain existing customers. With features for tracking conversations around your brand as well as its connectivity, social media can be a powerful retention tool in your strategy.
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If you’re interested in using social media to retain your existing customers, here are four tips that work.

Incorporate Social Listening In Your Strategy 

Whether you like it or not, your customers are always talking about your brand. It’s up to you to ensure they’re saying the right things. This can be achieved through social listening. Social listening refers to the act of monitoring conversations about your brand on social media and applying what you have learned to enhance your marketing strategy. Always pay attention to your consumers, reply quickly, and seek out solutions to any issues they may have with your company.

Develop A Connection With Your Customers 

Consumers prefer businesses that prove they value their patronage and are willing to build a connection with them. Unfortunately, most businesses shy away from interacting with their customers online because they find it more awkward than in-person interactions. However, communication is communication. People appreciate when a business can communicate in a way that feels human. It is your responsibility as a business to treat your customers the right way. Thankfully, social media has made it much easier to not only build these connections but maintain them as well.
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Ask For Feedback 

There’s no shame in asking for feedback. It is an important reminder to happy customers who may have forgotten to leave positive reviews about your products or service. Moreover, you shouldn’t always be keen on receiving only positive feedback. Be also open to hearing about the negative experiences customers may have had with your business, as this will help you grow and improve your strategy. You can be creative about getting feedbacks by using online polls or try the more direct approach of soliciting feedback.

Be Timely In Your Response 

Timely responses are just as important on social media as they are in the physical world. Customers expect prompt replies because it portrays a high sense of professionalism and proves to them that you take them seriously. It is always best to respond to a customer’s message within a few hours, particularly during business hours. If you don’t have time to respond in detail, right away, at the very least, acknowledge the message and provide a time range for a response. One distinguishing feature of customer service is personalisation. Sounding generic in your responses is not a good idea. Instead, be personal in your responses – be friendly when necessary, include space for the customer’s name, and respond to their specific request. Featured Image Source: Momo Africa
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This article was first published on 30th June 2021

samuelokoruwa

My name is Samuel Okoruwa. I am an ardent researcher, reading is life and writing is fun.

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