How social media marketing can help you retain customers

OABPO Blog Team Published on November 19, 2013

social-media-marketing
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

social-media-marketing-chat-icons

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.

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Open Access BPO 3 days ago
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗣𝗿𝗶𝗼𝗿𝗶𝘁𝗶𝘇𝗲𝘀 𝗘𝗺𝗽𝗹𝗼𝘆𝗲𝗲 𝗪𝗲𝗹𝗹𝗻𝗲𝘀𝘀 𝘄𝗶𝘁𝗵 𝗡𝗲𝘄 𝗟𝗶𝗳𝗲𝘀𝘁𝘆𝗹𝗲 𝗠𝗼𝗱𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗜𝗻𝗶𝘁𝗶𝗮𝘁𝗶𝘃𝗲

Multilingual call center 𝐎𝐩𝐞𝐧 𝐀𝐜𝐜𝐞𝐬𝐬 𝐁𝐏𝐎 has launched its largest employee wellness program, 𝗦𝗛𝗜𝗙𝗧: 𝗔𝗻 𝗢𝗔𝗕𝗣𝗢 𝗟𝗶𝗳𝗲𝘀𝘁𝘆𝗹𝗲 𝗠𝗼𝗱𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗣𝗿𝗼𝗴𝗿𝗮𝗺.

The three-month program was launched July 30 at the company's Robinsons Summit Center HQ in Makati, with a live stream to its Davao and work-from-home teams. According to Senior Director Nate Martinez, SHIFT focuses on a holistic approach to fitness and nutrition to promote lasting lifestyle changes.

The initiative, which stands for 𝐒𝘂𝘀𝘁𝗮𝗶𝗻𝗮𝗯𝗹𝗲 𝐇𝗲𝗮𝗹𝘁𝗵 𝗮𝗻𝗱 𝐈𝗻𝘁𝗲𝗴𝗿𝗮𝘁𝗲𝗱 𝐅𝗶𝘁𝗻𝗲𝘀𝘀 𝐓𝗿𝗮𝗻𝘀𝗳𝗼𝗿𝗺𝗮𝘁𝗶𝗼𝗻, aims to help employees in the business process outsourcing (BPO) industry build healthier, sustainable habits.

Company Nurse Princess Ann Louisse Pascual provided a detailed overview of the program, emphasizing its goal of long-term wellness rather than just short-term fitness goals. Nurse Supervisor Shania Semper also highlighted the importance of health and wellness within the BPO industry.

The company anticipates this investment in wellness will lead to a more productive, engaged, and healthier workforce.

This initiative is a testament to the company's commitment to building a supportive, people-first culture, with the goal of fostering improved employee well-being, morale, and overall performance.

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Open Access BPO 3 days ago
Excellent #CustomerService is built on #EmployeeSatisfaction.

And to improve the #CallCenter agent experience, you must give your #CX reps a reason to be proud—
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𝗦𝗶𝗺𝗽𝗹𝘆 𝗽𝘂𝘁, 𝗶𝘁'𝘀 𝗮𝗹𝗹 𝗮𝗯𝗼𝘂𝘁 𝘁𝗮𝗸𝗶𝗻𝗴 𝗰𝗮𝗿𝗲 𝗼𝗳 𝘆𝗼𝘂𝗿 𝗲𝗺𝗽𝗹𝗼𝘆𝗲𝗲𝘀.
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Open Access BPO 13 days ago
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Open Access BPO 13 days ago
Getting a bad performance review can be tough, but it doesn't have to be the end of the world.

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