Customer Retention in 4 Steps with Social Media

Written By Gary Spirer Published April 8th, 2010

Every day, millions of customers, which might even include you, are give their opinions, sharing their complaints and suggesting competitors in online networks, forums, communities, and blogs. Are you listening and reacting to them in a manner to keep customers happy or are you paying the price of losing customers and acquiring new ones? The general rule is that acquiring new customers costs 4 to 6 times more in marketing dollars than keeping them, so the solution to maintaining customers has never been easier with social media. Here is what you need to do in the social media world:

Step 1: Listen to your customers using social media tools

One such tool is Nielson NetRatings, which measures data from most of the worldwide web (up to 90%) and provides an analysis of your customers’ behavior and demographics. LinkedIn has a company buzz application that lets consumers express their real opinions of products and the quality of service at companies, and all of that is free to listen to. CompanyBuzz comes with useful features that let you listen by topic, see historical data in graphical formats like charts, view the top keywords for these topics, and read relevant tweets to the topic. With these kinds of listening tools, you will be able to pass on to your customers the benefits of informed marketing and positive testimonials.

Step 2: Choose the appropriate social media platform

Start using Twitter to interact with your customers in short bursts that won’t take a lot of time on your part or theirs. To create deeper conversations with your clientele, try sites such as Facebook and utilize the many features, such as surveys. Using Facebook allows you to engage with potential customers as well.

Step 3: Allow your website visitors to interact with your company

You can engage with your customers on a regular basis right on your own website, too. Try WordPress or other flexible website creator tools that allow you to set up ratings on products and allows your customers to leave feedback and suggestions. Let your visitors rate every product on every section of your website. In addition to a 1-5 rating, allow them to leave comments. By doing this, you will be gathering your own market data on the positive and negative thoughts of your customers that you will find invaluable to making effective market decisions.

Step 4: Have a brainstorming discussion with your website visitors

Allow your customers to feel important and involved by letting them brainstorm ideas for new products and suggestions for changes on existing ones. These are the 4 steps to maintaining customer retention. Now listen!

That’s it! By following these simple steps you can keep customers coming back with a few tricks from social media. Please visit for more great business advice.


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