Your social media channels offer valuable insights into your customers, which you can utilise to grow customer loyalty and engagement.

It’s all too common that businesses use social media to push out content without developing two-way conversations with their customers. Just like in the ‘real’ world, building a relationship with your customers is about creating a dialogue and rapport, listening to and understanding the other party. Both you and your customers should mutually benefit from the relationship. This what builds customer loyalty.

‘Listening’ to social media conversations (both positive and negative) about your business, products and services helps you to identify what your customers love, and the areas you can improve on. From here, you can acknowledge the positive feedback and resolve any issues. This is a huge factor in growing customer loyalty – everyone likes to feel that their voice has been heard. Knowing that they’ve been listened to will create good feeling from customers towards your brand.

Away from your own social media profiles, how do you gain a more in-depth knowledge of who your customers are and what they want? You could listen out for discussions around your competitors, and customer interests outside of your brand – there are various ‘social listening’ tools out there which let you search social media posts for particular keywords or topics.

It’s much harder to win new customers than to retain existing ones. Listening to, understanding, and acting on social media insights will let you build a more informed social media strategy and strengthen your customer relationships. Remember – engaged customers are loyal customers.

If you want to increase engagement on your social media channels, contact us to find out how we can help.