Social media is the perfect place to connect with your
customers on daily basis. However, recent reports state that most of the
companies on social media use it to try and acquire new customers instead of
connecting with existing ones. Why does it sound like it's a mistake? Because
studies and professionals show that if you take care of your existing customers
on social networks, new customers will come by themselves. Why? Because mouth
to mouth marketing. So, let's get back to basics and see what are some of the
benefits of connecting to your existing customers on social medias:
1. Observation - on social media, you can actually see how
your customers interact with your brand. You can see what they need, what they want
from your products and services. Its the place where you receive priceless
feedback, so much needed for the evolution of your product. Most people on
social media will speak freely of and with your company and will interact with
other people to exchange ideas and experiences. All of those people are
potential customers which you can turn into existing customers just by
providing good customer service;
2. Promotion - if you need to move some inventory quickly
you can create a promotion on Facebook or Twitter and activate your customers. However,
some marketers state that new customers may get the wrong idea about the
quality of your products if they see it with low price. But, if you make the
promotion exclusive to your current customers, they will share the news with
people and soon everyone will want to be one of your customers;
3. Advocacy - when a company talks about itself - this is
advertising. But if customers talk about a company - this is brand advocacy.
Brand advocacy is one of the most powerful occurrences when it comes to acquiring
new customers, because people in generally do not believe in the things
companies say, but they do believe in what the companies' customers say. So,
where can you provide your customers with sharable tools that they know and use
every day? Yes, on social media.
More articles:
1. What Every Potential Customer Wants to Hear
2. How to Handle the Situation: Difficult Customers
3. Customer Value - How to Calculate it