Are You Giving Back To Your Customers On Social Media?

By on May 23, 2013

Social media has always been a two-way street, but brands and small business owners sometimes forget this basic rule. If you want an above-average fan base, then you need to focus on giving back to your customers on a weekly basis. Today, I’m going to outline how you can do this without incurring serious costs.

The Incentive Based Social Media Campaign

Not too long ago the spotlight was once again on customer relationship management in social media. Research conducted by Resonance, recently indicated that 77% of social media users look for some form of incentive-based engagement.

Even more shocking was the stat that 50% of all companies using social media, don’t use it properly – which actually drives customers AWAY from their brand. It’s imperative that all social media strategies include a way to ‘give back’ to your customers – a way of thanking them for their loyalty or interactions with your brand.

Here is how to ensure that you give back each week:

• Always have a competition running. Competitions will get you likes, shares and email sign ups. It’s nice to run one now and then, but you should be running some form of competition at all times. Set the time limit to each month, add a decent prize and begin promoting. This gives your brand the impression of giving back to your fans.

• Publish promo codes on your Facebook page: Every week, publish a new discount promo code on your Facebook cover page. That way, when fans visit your page, they instantly gain access to a discount, every week. They will appreciate the savings, and you’ll get more visits, fans and interactions on your page.

• Ensure that you are solving problems, instantly. The second most desired trait of a good social media brand is the ability to problem solve for their clients. Some 46% of customers expect instant responses on your pages. Make sure you are there to deal with their concern, and they will love you for it.

• Always provide your customers with entertaining content. A whopping 28% of all of your fans expect to be entertained when they land on any one of your social media pages. Have you ever even measured how entertaining your Twitter, Facebook, YouTube or Pinterest pages are? Time to sort that out.

• The free giveaway. Every 3 months, your business needs to give something to ALL of your fans, absolutely free. It could be an exclusive coupon, a free gift, a large discount – something that will make the average customer ‘like’ you more. It’s fickle, but that’s how you improve customer retention on your social pages.

With these tips you could rapidly expand your fan base, and contribute to converting your existing fan base into customers that purchase from you more often. After all, if they aren’t buying, giving you feedback or additional exposure – they’re useless community members. You want to use each member, and transform them into advocates for your brand.

How do you give back to your clients? Tell me about your latest discount, deal or gift.

About John Souza

John Souza is founder and chief strategist of SMMU and Social Media Impact, and is a bestselling business author. He won the 2011 Tech Marketing Awards ‘Social Media Marketer of the Year’ and most recently the About.com Reader’s Choice Award for Best Online Education Site. John has appeared on The Michael Gerber Show, and his business has been honored at the Mashable Awards, Forbes Business Awards and The Stevie Awards.
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