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Customer loyalty amid globalization and digital immediacy can be difficult to achieve. 5 experts advise you.

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Customer loyalty amid globalization and digital immediacy can be difficult to achieve. 5 experts advise you.

The loyalty of the customer is not dead, it’s just that the advent of social networks has created for brands difficult environment.It takes 12 positive customer experiences to make up for a negative experience. In addition to being difficult to retain, it is also costly to lose one. The White House Office of Consumer Affairs says it is six to seven times more expensive to attract a new customer than to retain an existing one.It takes 12 positive customer experiences to make up for a negative experience.The loyalty of the customer is difficult to build, especially on social networks. What must a business do to build loyalty and lasting relationships?

5 experts answered the question and advised how social media should be used for this purpose.
How to have loyal customers?
1. Cubby Graham, Social Media Strategist, charity: water
We believe that transparency and trust play the most important role in building a brand. Especially for non-profit organizations. From the beginning, charity: water promised that 100% of public donations would go to water and that each water project would be posted with photos and GPS coordinates on Google Maps. If you visit our site , that is accomplished.We work to connect supporters with their impact around the world, using social media, email, and video. We tell stories to make people feel a little closer to the work that is done on the other side of the world.We have used virtual reality to transport our community into the life of a 12-year-old girl. We have brought people behind the scenes on Snapchat . We’ve even shared moments when things went wrong.At the core of our brand, we are storytellers who exist simply to help people. We want to make fans feel like they are part of the mission. Because they are. We do not exist without them.Tip to remember: Transparency and trust play the most important role in building a brand.

2. Erica Moss, Trello
When it comes to fostering loyalty on social media, there is no one approach that works for everyone – what works for one group may not work for another. However, there are a few tactics that I have seen work well across all industries.Slack, Buffer, and CMX are two examples of brands with powerful communities. Why are they successful? What is different about their social networks?Helpful moderators who can help direct the conversation (and then let things flow) and also offer resources.
specific channels that people can join based on their needs and wants. The more individualized the user feels about their experience, the more likely they are to return.Look at these two examples from Buffer, in the first it is noticeable that they are monitoring mentions , while in the second, they always reiterate their desire to help .As for what I suggest doing on Twitter, I would say that this channel works to build relationships between people and businesses by being open, brief, and immediate. I recommend taking Warby Parker’s approach, which is to try to respond to everyone who participates.To further activate people on Twitter , brands like Warby have used short videos to provide personalized responses. Sprout Social, for its part, always uses Twitter chats to achieve two goals:

1) establish thought leadership; and

2) enable people to share best practices and add value for all (the fundamentals on which communities are built).

Sight:Finally, in-person events are also needed : Not only are people excited to meet other members who share similar interests, but also your team. Don’t miss out – the impact of in-person events often shows up in the follow-up. Make sure you have a way to stay in touch with those present, so that you can continue the conversation and create meaningful connections between them.Tip to remember: The more individualized the user feels about their experience, the more likely they are to return.

3. Andy Newman and Vanessa Wardy, Community at Big Cartel
We work through teams to create and curate content for our blog and social media , ensuring we get input from our team and clients. Being a distribution company, we have team members from Seattle to New Orleans, Los Angeles, and Salt Lake City. That’s why it’s important that we represent that broad set of perspectives with everything we do.Loyalty for us is much more than subscriptions or likes – it is people who trust us and who return regularly because they know that we will share things that matter to them. To create that bond, it is important to be consistent and stay active where our followers are. We focus most of our energy on creating and supporting tools for artists, using data to ensure we are meeting those goals. We stay on top of things with a regular meeting to make sure we are always learning and to talk applying those lessons to our work in the future.Build loyalty with social mediaTip to remember: Loyalty is much more than subscriptions or likes – it is people who trust us and who return because they know we will share things that matter to them.

4. Sarah Nagel, Community Outreach Manager, Sprout Social
As a community manager at Sprout Social, I have found that chatting on Twitter and building a customer outreach program are the two most effective strategies for engaging and retaining customers. Our weekly #SproutChat chat is a discussion focused on the challenges faced by community managers and social media managers, and that helps increase the community and reputation of our brand, and at the same time build relationships with customers and those who still they are not our clients.This year, we launched a customer outreach program called Sprout Social All Stars. These loyal customers help us reach a wider audience, educate others about the platform, and advocate for us in conferences and on social media.
We run a community for them to meet, collaborate and learn from each other, which is incredibly valuable to them in their professional development and advancement. During the last five months of All Stars, we have noticed a 7% increase in your monthly spend. Not only are we retaining customers, they are updating their subscription with us.Tip to remember: Chatting on Twitter and building a customer outreach program are the two most effective strategies for engagement and retention.

5. Jonathan Harrop HR Directors Email Lists Manager, AdColony Building customer loyalty with social media is one of those things that seems easy, but takes a lot of work. Simply having a social presence means for clients that you are available at any time to answer their questions and concerns, sometimes in other languages. Customers can and do abandon you if they think they are being ignored on social media.A great current example of social media customer engagement is T-Mobile, which is sometimes actively dealing with support issues via Twitter and Facebook. Their social media is not just for brand ads, but an active channel for customer interaction.It takes T-Mobile 3 minutes to respond to customers on Facebook.Example of replying to comment on Facebook by T MobileOr this example from T Mobile Help from which Mexican brands have a lot to learn about customer service Of course, T-Mobile has a lot of employees who handle social media. But even if your team has limited staff, you can take advantage of tools to better communicate and understand customers.If someone contacts you on Facebook asking to speak to a sales person, help them with information or let the sales person respond. Slack channels are perfect for following these kinds of things, and communicating within and between teams.You have to be aware of the response rate, using the integrated tools of Facebook, or a social media management tool such as Sprout Social or Hootsuite. The higher those numbers, the better customers will feel.Tip to remember: Having a social presence implies for clients that you are available at any time to answer their questions.conclusionThere is no silver bullet when it comes to building strong customer relationships. Cultivating a long-term relationship requires a long-term approach.

HR Directors Email Lists

Here are some key points to remember about communities:Loyalty is more important than subscriptions or likes personalized experiences make users more Betting Email List likely to return talk to customers more than you talk about your brandInternal communication and data exchange are essentialSocial networks are not only used to build relationships online, but offline as wellIt all starts at the moment of opening a communication channel, listening to customers on a daily basis, and personalizing their experience. Make sure customers come back again and again by making them feel like part of the brand, taking their feedback into account, and adding value.Do you have other tips to build customer loyalty on social media? We read you in the comments or in the Facebook group … and if you want to continue receiving tips like these, you can also subscribe to the content . We love hearing from you.

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