CRM, what’s it all about? Customer relationship management is a term that connects all facets of a company’s success. It has been said that it is more difficult and expensive to target new customers than to cultivate the customers you already have, before being swayed by a competitor.
Henry Ford put it, “It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages.” (Click To Tweet). It is imperative that CRM be a major part of the Marketing Plan, which includes your 4 P’s: Price, Place, Product, PEOPLE.
What are your goals for CRM? Some goals are: grow business, increase revenue, increase competitiveness, or build our book of business. Steve Jobs said, “Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” (Click To Tweet)
Wow! Your customers by building a strong human connection. Here’s 5 tactics to increase your customer loyalty through social media.
1. Keep in touch. This is how you can build a strong human connection with your customers. It’s not about posting something, but to build anticipation, meeting their ever-changing needs.
2. Thank them. Send gifts to your loyal customers for sending referrals, which is great for your growth strategy. This will also ensure customers’ trust in your business and your word, something that cannot be taken lightly.
3. Freebies. People love to get things for free, so use your Facebook, Twitter or Instagram platform to hear what they’re saying about your company and for that, give them something for taking your survey. You can create a free survey from surveymonkey.com.
4. Rewards. Reward your customers for choosing you over the competitors. Make them feel special and heard, whether you have 1 customer or millions of customers. Customers tend to share negative experiences before they will share a positive one, deterring potential customers from choosing your company.
5. Employees. Have you ever entered a store or restaurant and wasn’t greeted? That is a pet peeve of many but it happens A LOT. Building a strong human connection to your customers also has to include the employees. They need to feel appreciated and heard also. Who wants to work for a company and felt ignored and just another number? Share with them on social media as well. You’ll be glad you did.