As a small business owner, nurturing relationships with your customers is imperative for your success. In fact, nearly 9 in 10 consumers started to do business with a competitor after a poor customer experience. And as small businesses continue to utilize social media and digital marketing to connect with customers, it’s good to have a plan for engaging and retaining them.
1) Keep in Touch
You can keep customers happy and engaged by keeping in touch with them through your social platforms. Make sure you like, comment, and retweet their comments and answer any questions they may have. And always be authentic and positive.
2) Respond in a Timely Fashion
Part of staying in touch is responding to your customers’ comments and questions in an expeditious manner. During business hours, it’s ideal to respond within a few hours. Also, confirm that you know how people can interact with you on each platform, whether by direct message, comment, tag, or tweet.
3) Ask for Feedback
If your customers are happy with your product or service, ask them to write a review. And if they aren’t, ask them to provide constructive feedback. You won’t grow as a business until you address your shortcomings.
4) Respond to Reviews
Reviews are not only an important part of the customer/proprietor relationship, but many potential customers rely on them to decide if they want to make a purchase. By thoughtfully and respectfully responding to comments, you can show how much you value your customers’ feedback. And always stay positive and apologize when you receive negative comments. Chances are you’ll not only make your customers happy but also your potential customers.
Social media is not meant to be a microphone. If you want to use it to retain customers you must start a discourse on something they’re interested in. Educate, entertain, inspire, and most important…listen.
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