Did you know that it’s up to five times more expensive to get new clients as it is to retain current ones? If that’s not enough reason to aim for brand loyalty, you also have a 60-70% chance of selling to existing customers, compared to a 5-20% chance for new buyers.
But how do you get loyal clients?
If you want clients to keep coming back to your brand, you have to connect with them in meaningful ways. Socials is the ideal place to build these connections.
You can have one-on-one conversations with clients so they feel connected to your brand, and you can showcase your unique brand personality through humour, images, and videos.
1. Be Responsive
Shoppers often ask questions or leave comments for businesses on social platforms, whether that’s chatting through Facebook Messenger or tweeting at a brand. While you might not be able to respond to every customer, it’s important to engage with as many as possible.
Why? Because responsiveness shows customers that you care about their needs, which builds their brand loyalty.
2. Share Positive Client Feedback
When a client leaves a glowing review, don’t keep the great feedback to yourself. Share the input publicly on your socials accounts (with the customer’s permission, of course).
By posting positive reviews, you’re likely to attract new customers and reinforce current customers’ trust in your business. This is because of social proof, the psychological phenomenon of people’s tendency to follow the crowd. In the case of shopping, that means people place a high value on the opinions of other customers.
3. Share User-Generated Content
Another way to build brand loyalty through a social proof is by sharing user-generated content (UGC). UGC refers to photos, videos, and other content that shoppers create about using a brand’s products. This content builds trust in shoppers because it is created by customers, not the brand.
4. Keep Customers in the Loop
Make your followers feel like they’re a part of the business by keeping them updated about what’s going on at your company and taking them “behind the scenes.” Since 63% of customers prefer brands that are honest and transparent, being open about your business’s practices is a great way to encourage a positive customer-brand relationship.
Your socials channels are the perfect platform for taking your followers behind the scenes. You can post walk-throughs of your products, interview employees, show pictures or videos of your office space, or share company events.
5. Be Open about Your Values
Buyers want to support companies that share their values. Share your company’s key principles and you’ll encourage brand loyalty from customers with similar beliefs.
Create posts about causes and charities that are close to the heart of your business to show shoppers what your brand stands for.
6. Associate with an Influencer
More than half of socials users prefer to get goods information from influencers rather than directly from brands. Users trust influencers and look to them for product and brand advice. So if an influencer your target customer loves raves about your brand, there’s a good chance their followers will start loving your products, too.
The first step is to find influencers who are relevant to your brand and image, such as someone who is popular with your target audience or specializes in your industry.
By giving clients a reason to choose you (regularly) over other brands, you are working to build brand loyalty.
Build Brand Loyalty with Socials
Socials is a tool for connecting with clients, whether that’s through responding in comment threads or advertising a discount to repeat clients.