It’s a question many businesses are beginning to ask…can I get my social media wrong?
With social media interaction very much based on the here and now, it’s really important not to fall into the trap of forgetting about the long term – catering for and holding on to your loyal customers.
As businesses we often focus our social activity on attracting new followers and new business. This can provide you with immediate results (ie a potential customer or sale) but what does it mean for your existing customers?
When you post as a business, think about your long-term customers and followers. If everything is focused on introducing/selling your business for the first time, you may find some of your loyal customers start to lose interest and in the long term, you could end up with less business.
So what can you do about this? It’s easy, just make sure your existing customers feel loved. Here are some ways you can do that:
Ask them for their feedback
It’s a bit like when you go for a meal and the waiting staff pop over to ask you if everything is okay when you are eating. Check in with customers and ask them if everything is going well. Questions like: if you have a bought a ‘product name in here’ from us, we would love to hear how you are finding it so far.
Ask them about life in general
For example, a photographer could say: We always feel honoured to take photographs at weddings and we would love to hear from some of our customers about how married life has been treating them! Not only will this make customers feel as though you care about them, but it may also remind them of your services (perhaps when they want pictures of their children taken!).
Run a poll
You can use social media platforms to run polls. Customers will feel valued if they think you are interested in their opinion. An example could be: What is most important to you when you are looking for a plumber? Price? Whether their work has been recommended? Whether you like them as a person and will feel comfortable with them in your home? How quickly they can fit you in?
Obviously, the advantage of this is that polls can really provide you with useful information that will help your business.
Ask for pictures
People love posting on social media so encourage your customers to post to you – ‘we’d love to see pictures of you enjoying your new kitchen!’.
Remember, loyal customers are a great way to get recommendations.