Let's talk client retention!
Client retention strategies and Social Media ROI - my two favorite things, combined, can create killer results for any business. Agree or disagree, your mindset plays a crucial role for you to see success with both. You need to be open-minded, willing to shift direction when necessary and focus on offering value.
Let's review a few commonalities.....
We see social media ROI when we are consistent, have a proper marketing and social media strategy in place, nurture leads, and focus on the value our audience desires. The more consistency within your business and the more value you bring to your clients, the happier your clients will be, and the longer they will stay with you!
The greater value you offer on social media, the more likely your audience is to share your content. Do it on a regular basis to give them something to look forward to. When your clients/audience share your content, it's great because it gets you in front of a bigger audience without having had to spend any more dollars, but........
Even more powerful is that they are likely to recommend you or your business to others! THIS is the ultimate indication of satisfaction; this is when you know you are delivering the right content to the right audience.
The more you engage with your audience, the more loyal they become. Follower number isn't everything. In fact, I personally almost never look at that figure. I look at engagement; I look to see if the company manages their community well and responds to questions received on social media.
Social Media IS a powerful customer service tool - this is here to stay.
The more you engage and get to know your clients, the more likely they are to stay with you. Regardless of where you receive your inquiries - telephone, fax, email, Facebook message, Instagram, Twitter, etc., you need to respond and put your best foot forward. On social media, the world is watching! I don't need to be on the receiving end to let this be a deciding factor for me. If I visit the Facebook page for a local restaurant, and I see that no questions, comments, or concerns are answered, I will probably re-think my visit!
You have a social media strategy in place in which you attract, nurture, and eventually, convert leads. A client retention strategy starts even before someone says “YES, I want in.” Your client retention strategy begins when you nurture your leads. Once you secure that client, you should continue to nurture that relationship by providing value and offering various client incentives. Not only will this turn them into loyal customers but also brand ambassadors.
Brand ambassadors don't have to be "official" when someone constantly raves about you or your brand and the services you offer, guess what? They are brand ambassadors! This happens with proper nurturing. I see it time and time again all over social media; someone looking for specific services or programs and the same individual or companies are being mentioned over and over again. That's priceless!
These are just three examples of how a client retention strategy and Social Media ROI results go hand-in-hand! Does your business or organization have a social media strategy that can complement your client retention strategy? Get started with THIS guide!
Remember to focus on value - entice your audience with engaging content, and provide them with ACTIONABLE VALUE!
Until next time.....