We all know that social media can be a powerful tool to engage your customers, strengthen your relationships, and get to know your audience on a deeper level. So, how can you increase your customer’s retention on social media and keep them engaged in your content? Here are 5 ways that you can improve your social media.
#1: Know your customers as Individuals
Your customers are more than just a number, email address, or someone that you send invoices to. Get to know them on a deeper level and learn what’s important to them. That is the way you are going to connect and engage your audience. The more you know, the easier it will be to solve your customer’s problems!
So, how do you do that? Google Analytics! That is the greatest solution. Go through your demographics and social media customer profile. Is your audience mostly men? Are they in an age range? This will give you a good idea of their interests and will give you a look into their lives and pain points on a deeper level.
Armed with more insights allows you to create targeted sales strategies and ways to get your audience excited about your content.
#2: Know ALL of your customers on your site.
The major problem that many marketers face is the majority of visitors to your website are anonymous. And when people do identify themselves you are not sure where they came from!
What if you could figure out who your customers are before they enter their information?
Leadfeeder is a tool that lets you identify visitors based on their companies’ IP addresses and then browse which websites each visitor is most interested in. The app syncs with your LinkedIn profile, can link data to your CRM and uses your Google Analytics to show details about your customers all in one place to reveal your closest connections at visiting companies. It can also push this data to your CRM.
These insights are a perfect place to start to create personalized content for maximum engagement!
#3: Find which platform your customers use
This might sound like an obvious suggestion, but many businesses have private profiles or restrict their activities.
This loses you an incredible amount of potential customers!
Customer service has expanded over the years to include social media. Businesses are expected to be reachable where they are most active: social media. Identify which social media platforms your customers are the most active on and are using to talk about you. That is where you should have the most engagement and where you should maintain the most active profile.
A great tool to help you stay on top of social media activity is Sprout Social. They offer a smart inbox that lets you view messages from multiple social profiles in one place.
#4: Upgrade your customer service
Traditionally, customer service has been primarily done through customers calling in, email, and websites ‘contact us’ forms.
However, since the explosion of social media customers are able to direct message, instant message, and leave comments. How do you interact and give the best customer support you possibly can?
Twitter now includes a Direct Messaging system to give customer support teams the ability to automate welcome messages and has added a series of responses to quickly provide solutions to your customer’s most common problems.
Facebook has also added integrated messaging to social pages., giving customers a direct line to your support team.
These automated messages and smart solution steps allow your customer support team to tackle your bigger problems that your customers face.
#5: Let Word of Mouth be your best asset
Your customers are talking about their experiences on social media. But, we all know that!
Look out for customer testimonials on social media and share them. Retweet, repost, and comment!
Your Facebook page, Twitter, and elsewhere whenever customers @mention your business you will receive a notification. Don’t ignore these. If a customer has mentioned you they usually are trying to get your attention. If it is a good mention go ahead and comment a quick thank you. If it a problem, this will allow you to address the issue and show the rest of your audience how responsive you are.
Testimonials are a powerful form of social proof. Good testimonials can catapult into that coveted viral space!
The most important takeaway is to never lose sight of your relationships with your customers. There is no better place to keep up to date with their likes, dislikes, and problems than on social media. Focus on creating a one-on-one relationship with your customers and you will see some deep insights into their behaviors and preferences allowing you to create the best content!
What do you think? Do you use some of these tactics to retain customers? What tips can you offer? Share your thoughts in the comments below.