Winning back lost customers is hard. It is a disheartening but unfortunately unavoidable part of running a marketing team, that you will lose customers. The average business loses from 23% to 30% of its customers each year due to a lack of customer loyalty. Your customers may unsubscribe or stop using your service. But this doesn't mean they are gone forever. You can use social media to win them back.
In this article, we share with you how to use social media as a customer retention tool. Learn the tactics you can implement on social media to build loyalty and start winning back lost customers.
Customer retention is critical to business success. It is always better to be proactive and have a retention strategy that keeps customers with you, rather than focus on winning back lost customers. Retention stops you from losing customers in the first place.
Social media is a great tool for implementing a customer retention strategy. Social media offers you a chance for fast and genuine communication with your audience. From providing customer service to creating a genuine and human personality for your brand, social media can be used in several ways to boost customer loyalty through strong relationships.
To successfully use social media in winning back lost customers, you need to listen and interact with them.
One of the best ways to show you value your customers is to listen to them. Social listening will help you understand what problems your customers are having, and what things they love about your product or service.
By listening to your customers on social media, you can gain insights as to why you may have lost a customer. Looking up mentions of your brand on platforms such as Twitter may show you examples of unhappy customers who have stopped using your product.
You can then reach out to your ex-customer and try to find a way to address the issue they were having. For example, you could offer them training on how to use your platform if they were frustrated about not being able to find a feature. Or you may offer a coupon code or monthly free trial and inform them that updates have been made to the user interface to make this feature easier to find and operate.
Winning back lost customers takes effort. You often will need to show that there has been some kind of change to your brand or product.
You should be using social media as your platform to announce all changes to your brand. Whether you are launching a new product or making changes to your mission statement, shout about it on social media.
The changes you are making will not only help you attract new audiences but bring your old customers back. You will likely be addressing an issue that caused customers to leave and by showing that your brand is growing and changing, many may be willing to come back.
You may have lost customers simply because they are unable to buy or don't need your product anymore. But that can change in the future. Keeping an active presence on social media keeps your brand at the forefront of their mind. You can then win back your lost customer more easily when they develop a need for your product in future. Once they are in a position to purchase you have established a great relationship with them and they won't even think about going to your competitor.
Winning back lost customers is not easy. But, social media can be the tool that helps you do it. Use active listening to understand why customers no longer purchase from you and continue to use social platforms to stay at the forefront of your customer's minds. You can also use social platforms to be proactive and build strong customer loyalty that means customers don't leave.
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Maintaining a strong social media presence means balancing your posts between the content you have created and curated content. Streams is a simple to use and powerful tool that can fuel your content curation strategy on social media. It will help you find trending content your audience will love and further strengthen your customer relationships. Sign up for a 14-day free trial today.