However, successful social media interactions need to be a conversation, not a one way street.
How can a Mobile App help my business keep customers?
Currently the number of apps is increasing at a rapid rate. Many businesses are thinking of, or already have published their own App. Apps are becoming one of the main channels to help businesses to be more “customer centric”.
However, before investing in an App, each business should analyse the “touch points” they have with their customers, what the needs of their customers are, the differences in their customer base and how an App will not only help support these, but also improve the customer experience.
What App strategy should you focus on?
Simply putting an app out there does not make much sense. It should be part of an existing customer strategy. It should also be developed in such a way that it meets the needs of high value, high potential customers.
So if you are a restaurant, you should consider the needs of frequent diners ie providing special rewards for dining with you more often. Equally don’t be afraid to provide benefits to new customers through your App. Make sure you provide the ability to book, receive news on latest events and menus and make it personal – provide recipes to be tried at home. Try to address an enhanced set of needs for your high-frequency customers. That’s what mobile users require right now.
What is the role of social media in building customer loyalty?
Social media is a powerful way to talk to customers and understand their needs. In corporate speak it builds ‘customer intimacy’ and provides ‘customer insight’. If you care about your customer’s needs then you need to know how to respond to them. A small clothing retailer of 20 stores uses social media to announce new product lines, gain immediate feedback on colours and styles and provides a channel of communication about stock availability. The company is building a loyal customer base who feels they are valued and their needs are met.
Social media is not simply putting up a Facebook page, it’s about how to use the social media platforms to bring meaningful value to your customers, learning from them and then implementing these changes into your business so you meet or surpass their needs.
3Miadvantage are leaders in mobile customer insight and mobile loyalty programs. To find out more please click here.