Marketing experts the world over have held for quite some time that customer retention is arguably more important than finding and making new customers. Since social media marketing is influential in boosting customer loyalty, venturing into this virtually free, interactive, and digital form of promoting your goods might just be the solution if you’re having a hard time maintaining a consumer base.
The customer service connection
Customer service is seen as one way to retain customers, but you might be surprised to know that modern customer service relies on social media to achieve an added function, which is customer retention.
Customer service representatives now go beyond traditional means of letting the public reach them. Today, people can bring concerns to the Facebook and Twitter accounts of a brand, as companies are stationing representatives on these platforms aside from the ones they put on the phone lines. Why? It’s because recent trends reveal that the public wants various ways of contacting a company, and social media is the channel they find most convenient. The trends also show that for most people, having multiple contacting channels, including social media, defines good customer service, which is a determining factor for them to keep coming back to a brand.
In essence, just by having social media on your list of customer-to-business communication channels, you already market your company as a reliable and reachable brand.
Social media marketing as your core
Even if integrating social media with customer service lures consumers to your products and services, you still shouldn’t abandon traditional marketing strategies. Customer service should only be a single marketing tool within your overall online marketing strategy.
Social networking helps you stay informed not just about the behavior of your market, but also about the development of the industry you’re in. Sites like LinkedIn let you to collaborate with professionals in your field, stay updated about competition, and find qualified possible colleagues. From the information you can gather from social media, you can construct effective marketing plans.
Above its network-building powers, however, social media creates your business reputation. On Facebook, the number of ‘Likes’ you have on your brand’s page can impact the number of potential sales you can make. Facebook users wouldn’t likely join your page if they’re not interested in your product, right? Moreover, you can be positive that your “Likers” are qualified leads.
Another trend to note is that social networks can dictate consumer behavior and influence purchasing decisions. Top social networks sway the most shoppers into spending, and they shell out 20% to 40% more money on social media than they do on other Internet marketing platforms.
With how social media marketing is navigating sales trends, it might be the next major marketing avenue. Knowing how the platform works can give you an advantage against your competitors, build your brand’s image, monitor your market, and keep your consumers loyal. The best part about this is that it is virtually free.