4 Ways How To Improve Customer Loyalty On Social Media

Social media engagement is an important metric to consider when building an online store. While most want to increase the size of their audience, they often fail to increase their social media engagement as well. When you engage with your followers on social media you can turn them from fans into customers. The time you devote to building relationships with your audience can lead to a higher number of sales, increase customer loyalty, and higher positive reviews. In this article, you’ll learn the importance of social media engagement, how to grow your followers, how to increase social media engagement and more. Too many businesses perceive social media as existing only for marketing purposes. Don’t get the wrong idea, social media sites provide some fantastic opportunities in terms of marketing.

However, focusing your social media strategy entirely on marketing can end up hindering your success. As a matter of fact, social media sites are some of the best venues for increasing customer loyalty. You’ve heard it before, and you’ll hear it again: times have changed. Your customers who are active on social media have high expectations. However, if you meet these expectations, you’ll be summarily rewarded. Customer loyalty is established and reestablished with each interaction — or touch point — a brand makes with customers. If you fail to sustain these interactions, you’re disregarding a vital component in building and maintaining strong customer relationships. You see, loyal customers don’t simply spend more and make more frequent purchases — they also do so without even considering alternatives or competitors.

If you want to keep your customers loyal, you have to make sure each interaction they have with you reinforces the satisfaction they’ve had in previous interactions. Social media is the perfect setting for conversations between brands and customers. Since loyalty has as much to do with engagement as it does with having a high opinion of a brand, companies who support and assist their customers on social media end up boosting loyalty. What’s more, by bolstering customer loyalty, a strong social media presence also drives recommendations — which of course, leads to more business. That’s why it’s imperative that your company has a social media strategy in place to meet customer expectations. Otherwise, you won’t continue to provide them with the positive experiences they need to deepen their loyalty to your brand.

Building brand loyalty is critical for any business since it helps in retaining existing clients. Your already existing client is one of the greatest assets hence the need for value addition strategies geared to keep and influence repeat purchases. Enhancing brand loyalty has become simpler through various social media tools, and engaging with your clients directly, by and large, improves your service excellence and above all the customer’s overall experience with your establishment. Below are some of the ways social media can increase loyalty to your organization. If you can do this in-house, great! If you want to have a thriving social media campaign, you need a healthy base of followers. Fortunately, there are a handful of engagement-based strategies that can win a follower’s loyalty and permanently improve your brand’s image online. Here are some of those ways:

Build Relationships

Social media engagement helps you strengthen your customer relationships. When customers engage with your posts or send you a message on social media you’re presented with an opportunity to get to know your customers and build a relationship with them. Answer their questions, respond playfully when appropriate, and go above and beyond to offer excellent customer service. Social media engagement also allows you to build customer loyalty. By helping your customers when they’re in need, building a relationship with them and offering a one of a kind customer experience, you’ll be able to increase your customer loyalty. Customers will trust your brand because you’ve answered their questions. They’ll fall in love with your brand because you’ve joked around with them, expressed your gratitude, and resolved their issues.

If you want fans who like and share your posts on social media, you’re going to have to get out there and like and share their posts too. The key to loyal customers is making the relationship mutually beneficial — give and take. You’ll be surprised just how much it means to your followers when you take the time to like their photos, retweet or share their content, or simply give them a quick shout out. If you build this type of relationship, your customers are far more likely to share your content. It’s the perfect way to build customer loyalty and exposure at the same time. If you’re feeling especially generous, you can give a small reward to your loyal customers. Thank-you cards, exclusive deals or discounts, and small gifts of the product are easy ways to thank your customers their repeat business — not to mention offer an incentive for them to keep interacting with your brand on social media.

Detailed Conversations

The Internet generation moves at a rapid pace. These ever-connected customers expect immediate answers. You have to be in constant communication to keep your loyal customers, well…loyal. Three days is plenty of time for your customer to find someone who does have an answer — and it’s usually your competitor. As a company, you have to participate on social media to engage with potential customers and build a solid community of your brand loyalists. Social media is the best tool for encouraging and engaging in conversations with your customers. Just as you would face-to-face, you want to show your appreciation and demonstrate that you value their opinions and feedback. Let your customers know they’re being heard and respond quickly! When you meet these needs, loyal customers will stay that way and potentials will move toward your brand. Communicating directly with your clients is a great opportunity for identifying with your customers.

Being a listening, and caring partner enables you to give customized solutions or offer a product mix that meets the exact need. Directly interacting with clients enables you to listen and learn your customers easily, this way you surprise your customers by providing them with what they want. Direct interactions with customers deepen their connection with your establishment and manifest feelings which pull people together, this ideally helps in shaping your relationships and increase the level of trust between you and your customers. If your followers ask questions, providing them with concise, detailed answers is sure to win their respect. You’ll instantly give them the new information they need. Showing yourself to be informative and reliable – you’ll demonstrate your commitment to your customers to other followers who may be watching. Similarly, you can answer questions from people who aren’t your followers; by searching for keywords related to your area of expertise, you can find open questions on platforms like Twitter, and submit your in-brand response.

Rewarding Customers

It is possible to tell your most active participants from the number of comments, feedback, testimonials, opinion poll results and much more. Knowing and rewarding your active participants is a good strategy that helps promote product advocacy. Through social media networks, you can promote your brand by offering your contacts discounts, coupons and other incentives which make them feel appreciated. In the end, treating your followers with exclusivity increases brand loyalty, and helps support your growth strategies, your followers can spread the news of your products hence, a bigger customer base. Social media brings customers closer to you, and working closely with your followers increases brand loyalty through shared benefits. Supporting various initiatives from your clients and showing interest in what they have to offer gives them a reason to stay loyal to you.

Encouraging interactions among your followers, showing interest and actively participating in such interactions creates a sense among your followers which is a plus for your brand loyalty. Oftentimes, your followers will comment on your posts and any material you publish. They might offer a counterargument to your main points, or simply mention that they enjoyed reading one of your articles. It takes about 10 seconds to respond to a comment like this, sometimes with a simple “thank you.” It may not seem like much to you, but to a follower who genuinely enjoys your work, it means everything. Doing this consistently will encourage more interaction and, in turn, build more loyalty from your existing fans. This will instantly win you the loyalty of the follower whose content you shared, and encourage your other followers to post more brand-related content.

Timely Support

Receiving a negative post about your brand is never fun, but if you handle it correctly, you can turn lemons into lemonade. When customers come to you on social media, they’re looking for you to be their problem solver — and they expect a response quickly. That means you have to keep your fingers on the pulse at all times. It’s also important to remember that both current and potential customers are paying attention to how you respond and deal with any concerns that arise. By showing that you’re paying attention and working to promptly resolve issues, you can instill a high level of confidence in your customer service and create loyal customers who trust your brand. Social media gives customers the opportunity to interact with your brand in ways they never could before. If you take the time to respond appropriately, build relationships, and support your customers, you can increase exposure and set the stage for higher customer satisfaction and loyalty. As your business grows things have to change or at least you need to have the capacity to meet your clients’ demands.

Social media provides a direct link for clients to engage with your business when seeking customer service. Implementing unique support structures helps your establishment meet various service related demands, and this ought to take a personal approach. There are various social media support channels that help keep that much-needed direct contact with your clients, also you can use specialist social media services to focus on customer retention by offering them seamless services. Even the best companies sometimes have to deal with customer complaints on social media. When they come in, do your best to resolve them quickly, directly and in the friendliest way you can. Fixing a problem is a good way to restore someone’s vulnerable loyalty, and will look good to other followers as well.

Pragyan Sharma
Content Writer at BuildaBazaar
A quiet person, likes to keep things to myself - well mostly. Have a passion for writing. Loves singing and playing Guitar. Reader. Dreamer. Wanderlust.

12 thoughts on “4 Ways How To Improve Customer Loyalty On Social Media

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