Loyalty and commitment to customers, also called customer loyalty, is one of the areas of attraction for most companies.
It is a concept of Social Media that needs to be updated. However, it is taking on more importance daily because we are in an increasingly globalized market with excessive competition.
Users are more demanding and more sophisticated with their desires and needs. They need to be more loyal to a specific brand. They discover new buying opportunities/interests in a matter of hours, and companies must fight for these consumers to stay with them.
As a general rule, the actions of most companies contribute to attracting new customers, forgetting precisely how to achieve customer loyalty that they already have.
How to Retain Customers?
To maintain the interest of a certain client, a vitally important aspect is the use of social networks (Social Media Loyalty), given its relevance today and high return on investment (ROI).
When we want to create a strategy based on social networks, the first thing that we must consider is to know what we want to transmit and what we want to reinforce our brand/company/business.
Once we have decided on this, we will dedicate ourselves to building customer loyalty through interaction with them and communication. In the first case, our profile can be in charge of solving doubts; that is, we have answers to the problems and uncertainties of the consumer.
These actions generate “social noise”. That is, we spread the word that we are a company that is there to serve the user in all aspects. Something valued by our followers, who will feel appreciated and supported by our brand.
In the second case, in communication with customers, we provide relevant information so that users know it, adding value and utility to the content. This generates “viral information” (comments, shares, likes…) that helps the company’s name.
Loyalty Customers through Social Networks
In any case, each social network should act differently:
- Twitter: Avoid having an excessive corporate presence. For example, everyday and fun aspects of the day-to-day life of the company’s workers can be published, which helps to create closeness with the follower. In addition, this support has something very important: immediacy, which helps respond to the user’s needs.
- Facebook: It happens the same as in the previous one; a 100% corporate presence is not recommended. It is an ideal network to show the information strategy, taking care of the contents. Also, sharing publications from other media related to ours allows us to create some relevance within our field.
- Instagram is a much more everyday network, so sharing images of common and entertaining situations can help users remember us.
- Tiktok: Video clips are shared on this network, which will help activate participation and connect with the audience more creatively.
- Linkedin: The opposite happens in the previous ones. Information strategies with more business and corporate aspects should be used. It is important to disseminate content in specialized groups that add value to the brand and thus achieve high customer loyalty.
In addition to taking care of your presence on social networks, there are tools called Business Intelligence that help us with loyalty. We can define them as platforms that carry out market analysis, transforming large amounts of data into successful corporate strategies.
They help distinguish those points of our business strategy that we must reinforce, eliminate, replace, or enhance to retain customers. Within these tools, we can find, among many others, Microsoft Dynamics NAV, Oracle Business Intelligence, Ultimus, or QlikView.
Considering everything mentioned in this post, we can maintain our client portfolio, strengthen our interrelations with them, show our best face, try to surprise, and get to know a large part of the profiles.
