How Do Businesses Use Social Media to Retain Customers?
Social media, if used correctly, can be a great business tool. This includes using it to attract brand new customers to the brand, or to simply get the name out there and into the public domain when launching.
Social media is also a great tool for retaining customers and can be used specifically to retain existing customers. There are many ways to do this and sometimes all a company needs is to maintain an active social page, so their name stays relevant and people remember who they are. Staying relevant and recognizable is important so that customers remember you when they need to find your business online.
What we have seen from various aspects of the gambling industry has been the use of social media to promote offers and promotions to players. Many players are on mobile and have social media in their mobile phone apps, which makes it ideal to reach players when they turn to browse social media.
While some promotions are linked to new players, there are many also available for existing customers. Because of our human nature, we rarely want to miss out on a good deal, so this promise will attract players to instantly go and follow all channels to claim deals when they come around.
Giving Customers a Reason to Follow
One of the biggest aspects of social media is not only having a great stream of information and content but giving people a reason to follow you. If they follow you, then you have a connection with them and are more likely to keep them.
The gambling industry, specifically, is very competitive and with plenty of options for players, customer retention is absolutely key. For example, to be the best online casino in India, you need to not only bring in new customers but also need to look after and keep the customers already playing there. To accomplish this, businesses can take advantage of built-in analytics to track where their most engaged audience is located.
To continue with the same example, while part of the casino industry is built on new customer offers, companies cannot afford to leave out their regular players, who have been with them for years. These loyal customers are likely to be on social media, but if they aren’t, you can give them a reason to follow by offering bonuses to them.
That helps lead to a position where new players can land on your site and take the big welcome bonus as a new player. Seeing that your company is on social media, leads to the exploration of other channels like Twitch and other live stream services. Users can then follow you on multiple platforms keeping them in the loop since this is where existing customer offers will be posted.
Bonuses, promotions, free giveaways, and more can be used to keep your customers and audience engaged. While we used the gambling industry in this example, others can certainly bring this same approach to their industry. The initial capture may happen elsewhere, but retention is a key part of why social media is leading marketing efforts.
This article has been published in accordance with Socialnomics’ disclosure policy.
