While we have said this time and again, but customers are still considered the lifeline of any business. This is why we invest so much in customer acquisition and retention, even focusing on customer service outsourcing to deliver expert service. Customer retention is always the more ideal goal, as repeat customers prove to be loyal customers and even develop into brand advocates.
How do we retain customers? Aside from obvious factors such as product quality and pricing, the biggest appeal for repeat customer is based on an emotional factor—they simply love shopping with you, and they like how you make them feel. And this emotional factor can always be traced to great customer service.
It has been proven that unhappy customers primarily discontinue supporting a product or service because they experienced poor customer service. Brand advocates, meanwhile, become loyalists and even spokespersons for a product or service because of great experiences.
Brand advocacy is the primary end-goal of customer retention, and there are many ways to develop customers into one. This statement holds true for each tried technique, though: Successful customer retention comes from good customer service, and providing good customer services needs to have a cross-channel outreach.
How to Use Social Media to Increase Customer Happiness
These days, everyone is on social media. Not only do businesses use social media for branding, marketing, or lead generation, as the smart ones have used it for customer service too.
Almost half of social media users have used social customer care—with more than 30% of each age group, regardless of gender, turning to social media channels to get customer issues sorted out. It has certainly become one of the most effective tools for conversions and retention.
- Use social media as a customer service platform.
Since everyone uses social media, customers now prefer airing out their issues and getting their concerns sorted out in social media. You can never see real-time complaints or concerns get viral or turned around faster on any medium than on social media.
While this can be disconcerting for some, think of it as a way to keep your customer service in check. You can create a positive customer experience and see it go viral too.
Real-time support is a big deal for customers. So, keep in mind that you don’t even have to constrain yourself to solve negative issues all the time. The power of suggestion or information about a product or service your offer is a great help for customers, especially those looking to buy.
- Use social media to reach out to your customers.
In order to build close relationships with your clients, it is necessary to reach out to them too and not just wait for them to contact you.
Social media gives you the opportunity to connect with customers on a macro and micro scale—allowing you to send messages to your audience and answer concerns or questions individually.
One great way to interact with customers is through polls. Social media channels have this features by default, and it is hitting two birds with one stone. Customers appreciate that you are asking them for their opinions, as it makes them feel valued while you get a better understanding of what they want so you can improve a product or service (or even develop a new one!).
- Use social media to address negative feedback.
Social media can be a double-edged sword as it can either make or break your business. However, if handled well, it can only bring positive things, even if there are negative feedback or reviews. It’s how one handles negativity in social media that can turn things around.
Business owners need to train their social customer service how to successfully handle bad reviews online. Check this post for specific tips on that.
Think of social media as the melting point of all kinds of customers—potential, new, returning, and even unsatisfied ones. It’s the place where they look for advice, look for new products or services to try, air out their grievances and share their experiences. It’s a huge potential for brand advocacy when they share positive experiences.
If you keep them happy by essentially being there for them, listening to them, and addressing their concerns, they’ll become loyal customers and advocates.
Happy customers also make for a great online community that is engaged and committed to your brand. They can promote your brand organically, which is a useful marketing tool that doesn’t need any funding. Bring life to social customer service and make your clients happy.