This week I was talking to a rotary club about the value of customer loyalty. Most business folks look at social networking as a marketing and advertising vehicle to reach their customers. This is true. However social business is everything from PR, HR, customer service, community relations, and much more! Therefore, it's all about a long-term strategy to serve your customers, and when their ready to talk or buy. Guess who is at the top of their list!
So what is the big secret behind loyalty that most businesses don't understand, and some may never get! The big secret behind social loyalty is that it is all about LONG TERM! You cannot build a business overnight, and you cannot build a social community overnight. It takes time.
Too often we have seen examples of brands giving up on social way too soon. They are abandoning their pages and leaving them without new content for months and years. I have always found that social is about planting seeds for the future. And building loyalty with your customers only happens when you do two simple things daily!
1. Check your Social Notifications Daily - The biggest part of social is about engagement. Check your notifications and make sure that comments, wall posts, and messages are answered. Think about it, have you ever sent a customer email complaint, and they never answered back? Will you go back to that business? It's the same with social media. Now your team can be saving your brand loyalty, from simply taking the time to respond.
2. Posts Daily - With all the platform's newsfeed algorithms changing, we've seen that it is greatly important to post daily. Too often we see brands taking the weekend off with their content. Most advertising agencies only work Monday through Friday. If you are taking a break to post, then you are losing out on an opportunity to engage with your community. Take one hour each week to schedule seven posts for the week. It's literally all the time it takes to come up with awesome content for your page. So get started today, and leave no excuses!
I truly believe that if you implement these two strategies daily to your social business, you will see your social customer loyalty skyrocket throughout the next 5 to 10 years!!