Social media has been introduced to the world and taken over how people communicate. Not just friend to friend, but with online groups, support services and businesses getting into the mix, there are few things you can’t accomplish on social media. Because social media is available in so many different channels, there is a way to reach almost every customer your business has through a social media outlet. Businesses that opt to utilize social media tools have quickly seen results and increases in total customer numbers. Studies have been done to show that customers prefer to be validated with social media rather than with some sort of reward.
Addressing Customer Concerns
Customers visit your Facebook page regularly to get information about your business, special deals and discounts, and new products. When they take time out of their day to learn more about your business, they expect you to return the favor. Businesses that take the time to respond to customer input see an increase in customer satisfaction very quickly. Social media is a way for your customers to go right to the source and discuss the things they like, and the things they’d like to see improved. It’s also a valuable way for your company to receive relatively inexpensive feedback from actual customers.
Eighty-five percent of customers are more satisfied when their comments and concerns are addressed directly through social media. Because most people crave validation and recognition, this approach has worked well for many companies. Simply responding to a customer comment can create a loyalty experience in your customer that is not soon forgotten. The only thing more important than customer satisfaction is the quality of your product, and in order to retain customers, both should be up to par.
Spread The Word
Not only does feedback via social media satisfy your current customers, it also inspires them to share their experience with their friends. This gives you free advertising through word of mouth and can increase your customer base. When you ensure that your customers receive validation for comments made through social media, you increase the chances that they will refer your company or product to a friend. In the age of instant gratification and all things technological, a sincere message can be the most inspiring to your customers.
Save Money While Improving Customer Satisfaction
It seems like a no-brainer that you would want to use a customer loyalty and retention strategy that also saves you money. Rather than rewarding your customers with a free gift, simply show them that you value their feedback. More than they want something for free, your customers want to know that their opinion is valued and considered when important decisions are made regarding your products and services. Rather than spending thousands on rewards, implement a program that validates your customers through social media.
Your product or service is worth little if your customers are not satisfied. Customer increases will quickly stagnate if your current customers move on to another service or fail to spread the word about your company to their friends. Take the feedback right from the source in order to ensure that your customers are truly happy and feel appreciated, and they will reward you quickly with loyalty to you and your products.
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Thomas Gibbs is a conributor for TheMarketingRobot.com and likes to report on subjects where life meets business.