Social platforms are an excellent channel to reach your target audience and convince them to adopt your brand. At Posicionamiento Web Salamanca we tell you how to build customer loyalty on social networks so you can consolidate a better quality community that will provide you with multiple benefits.
Differences between customer loyalty and customer retention
The terms customer loyalty and retention are often used interchangeably. But despite their many similarities, they are actually different terms.
A retained customer is one who may or may not repeat the purchase they have made, but there is a possibility that they will make another decision when making the purchase.
But a loyal customer will make a purchase again and will also encourage other users and friends to trust the brand .
That is, a loyal customer will choose you over the competition canada telegram phone numbers make recommendations. Whereas a retained customer has not developed a bond with your brand, so they can leave or buy from the competition at any time.
Reasons to retain customers
Customer loyalty is currently one of the strategies that cannot be missing in a good digital marketing plan. This generates multiple benefits such as:
Cost reduction: Advertising costs and efforts to complete a sale are reduced, since the customer has already made a purchase. Therefore, they know the process and in many cases do not require demonstrations of the product's quality or to be persuaded to make a purchase.
Customers pay less attention to the competition: Retaining a customer does not mean that they will not consult the competition, but in most cases they will end up purchasing the products or services offered by your brand.
Improve your reputation: Since customers feel valued and you give them personalized treatment, they will surely talk positively about the brand on social media and recommend it to their friends. This means that you gain brand ambassadors for free.
Improve return on investment: If you apply loyalty techniques, the ROI will increase progressively.
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How to build customer loyalty on social media?
Social networks are ideal platforms for building customer loyalty, as they are excellent channels for interaction.
Some of the actions you can take to build customer loyalty on social networks are:
Know your customers
One of the first things you should do if you want to retain customers is to get to know them better. Obtain relevant information such as their name, location, needs, concerns, and more. On social media, you can publish surveys that will help you in this task.
During the purchasing process, offer them personalized treatment and establish a conversation with them if possible. This way you will be able to get to know them better and at the same time create an environment of greater trust and empathy.
Call them by their name and keep the conversation casual.
Provide them with truly useful content
You need to make your customers feel that they need to follow you. To do this, you need to create content with relevant information.
Post content that is useful to your customers and followers. This can be informative, tips on how to use a product, tutorials, and more.
Make sure there is a balance between the amount of content directly related to the products or services you offer and valuable content.