5 Ways to Build Customer Loyalty with Social Media

Written By Alerus Small Business Connect

5 Ways to Build Customer Loyalty with Social Media

Social media connects you directly with customers and provides a venue for building customer loyalty. Remember that there’s more to social media than a post here and a tweet there. Keep these five tips in mind when it comes to social media.

1. Keep your word
It seems simple enough, doesn’t it? Do what you say. Keep your promises. Yet what often happens is that companies get so caught up in offering exclusive discounts and offers in an exchange for a “like” on their page that they forget to deliver. But the great deals that were promised aren’t delivered. Companies promise to tweet “you don't want to miss this” news, but their tweets are few and far between. The result? Loyal customers feel betrayed, and they start looking elsewhere. Make your social media accounts – and the promises you make on them – a priority.

2. Listen and respond
Ignoring a question, complaint or concern from a customer via a social media site is like not returning a voicemail left by a customer. Eventually that customer gives up – and probably tells a number of his/her friends about the bad customer service he/she received. When you have a social media presence, you create another way for customers to interact with you. Treat complements, questions, complaints and concerns the same way you would if they were sent via email or phone.

3. Be consistent
Remember that boyfriend or girlfriend who kept promising to call but didn’t? Or only seemed to call when it was convenient for him/her? Think of your social media presence the same way. Why should customers trust you if you post updates or tweet inconsistently? Is your latest blog entry six weeks old? Inconsistency presents itself as a lack of caring and a lack of commitment. Don’t get dumped; be consistent.

4. Accept criticism
When you enter the world of social media, you enter the world of “putting yourself out there.” Sure, customers can email you or call you with their criticism, but the whole wide world doesn’t see it. When a customer leaves a less-than-glowing remark or review, your initial response will most likely be one of defensiveness. Tell a co-worker, write your response on a sticky note and tear it up, close your door and have your rant, whatever it takes. But whatever you do, don’t get emotional on the social media site.

5. Be committed and caring
With social media, you have the chance to show people how much you love your business and your customers. You get to show your passion! You get to show you’re committed and that you care. What can make it seem like you don’t care? Ignoring feedback and comments, not fixing a bad experience, posting irrelevant messages, having typos or bad grammar in your messages…you get the idea.

Follow these tips to ensure your social media sites are helping – and not hindering – customer loyalty.