Use Social Media to Keep Your Customers Loyal

Posted by: Today's Tip Contributor on July 14, 2011

Sure, you want the phone to ring off the hook with new customers. After all, new customers mean more sales revenue, right? Whether you own a restaurant, spa, or CPA firm, you care about new business. So it stands to reason that the most common way business owners get started with social marketing is to try to come up with creative ways to hook new customers. But guess what? If you’re just starting out with Facebook and Twitter and you’re focusing your efforts on reaching new customers, you’re missing a big opportunity to jump-start your marketing. A more effective goal is to focus first on making your loyal customers even more loyal.

Your loyal customers are the lowest hanging fruit for getting a quick return for two reasons:

1. They are the most predisposed audience for your brand. In other words, they’re open to what you have to say.

2. When they engage with your posts, they are endorsing you. There is simply no more powerful marketing message than that.

So what should you be doing to cater to loyal customers?

1. Offer spontaneous "loyal customer" discounts on your Facebook page.

2. Encourage folks in your physical store to "like" content on your Facebook page.

3. Use your campaigns to ask your customers how you can make your services even better for them.

4. Thank your best customers by name (if appropriate in your business) in your Facebook and Twitter posts.

Alex Chang
Chief Executive Officer
Roost
San Francisco

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