How to Use Social Media to Increase Customer Loyalty

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By Alrady
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Online Reputation management

Corporations and Small Businesses have discovered that Facebook, Twitter, Linked In, and other social media websites are a goldmine for finding new customers.

Social Media can also help IMPROVE companies and their relationships with customers. Today reputations can be affected with lightening speed, and a reputation can be lost quickly. Knowing what is being said is CRUCIAL, if you want to put out the fires.

Do you know what your customers are saying? Do you have good conversations with customers?

Difficulty: Moderate

Instructions

Things You'll Need:

Willingness to Listen
Social Media Websites presence
ONLINE REPUTATION MANAGEMENT SOFTWARE

Step 1

SOCIAL MEDIA: Check your competitor's online social media presence. Is that presence effective or popular? Observe the competition, what are their customers saying about what they like or don't like? Does your competition have loyal customers or weak areas? Look for other strong business role models online.
Step 2

COMPLAINTS OR PRAISE: Be Willing to listen to what customers are saying. Software designed to analyze conversation is available. You can also download special software provided by each website. For instance, Twitter has applications that will allow you to listen for when people send out information about your company. Use this information to resolve complaints quickly, and to improve real time customer service.
Step 3

SOCIAL MEDIA INTERACTION: Communication is a two way street, not a monologue. Give your social presence some personality. Jazz it up! Give customers information and insight into your company. But don't stop there, use the online presence as an opportunity to help your customer. In this highly competitive world you can boost your customers business and increase their loyalty. Provide surveys and polls, discount coupons or other rewards.
Step 4

ONLINE REPUTATION MANAGEMENT: If you want to listen in on conversations between customers, then you need some management software. This is often called, ONLINE REPUTATION MANAGEMENT SOFTWARE. Companies can engage customers from the information they have garnered using this software. Public relations people can extinguish fires before they turn into roaring infernos. A growing company must engage customers as good things are said also. While this interaction is especially beneficial with younger customers who are very tech oriented, do not underestimate the activity level of the self employed or retirees online.
Step 5

BE PROACTIVE: If you want to increase customer retention and the ability to solve customer complaints, then use social media to initiate conversations. Ask your customers an off the wall question. Encourage postings to your social media presence. Create some excited customers. Utilize all the most popular social mediums that you can, balance the cost of hiring help with increase of revenue or the closing of the back door.
Step 6

See related article in the resources list: Increase Revenue with Customer Complaints

Comments

karileighk said

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on 7/9/2009 Thanks. I don't know a lot about Social Media.

cajunc said

on 7/7/2009 Good ideas on social media. Thanks! Linda cajunC

Scarlett9284 said

on 1/21/2009 There are so many outlets for social media and promoting businesses on the internet. Websites, myspace, facebook, twitter... it's mind boggling but it does work. It takes time and energy but it's well worth it.