Did you know that the probability of selling to an existing client is 60-70 percent? That’s because clients that have multiple positive experiences with a brand are more likely to remain loyal and return. Client loyalty is vital if you want to run a business that lasts. So, increasing client loyalty should be one of your biggest and most constant goals.
But, how do you do that?
One of the best tools you can use to increase client loyalty is social media.
Make Sure Your Clients Are Following You
Make sure your clients are following your business on social media by reminding them every chance you get. Make sure your social media handles are on as much promotional material as makes sense. It’s just as important as the link to your website.
You also want to make your social media profiles easy to find if a client decides to search you up online. Make sure your username is exactly your company’s name, or as close as you can get if it’s already taken.
You can make social media a part of your loyalty program and offer in-store rewards in exchange for online interaction. You can also put links in the footer of emails and give perks to clients for following you.
Even if you have a brick-and-mortar shop, you can still encourage online follows through printed QR codes, texts, and even email signup.
Feature Your Clients In Online Content
When clients share their experiences on social media, it’s because they want to be heard. So make them feel special by featuring them in your online content.
Once fans see your efforts to appreciate them, they are often keen to return the favour!
This content is both beneficial to you and to your clients. It’s called User Generated Content (UGC)
“The most useful thing social media content marketers can hope for is user-generated content (UGC)! It saves marketing dollars and gives you free content to use, but, even better than that, it creates a feeling of authenticity and trust for your brand. In times of fake influencers and insincere social media posts, user-generated content could not be more important,” – Like A Voss
Here’s a list of 25 cute, fun, and quirky ways to thank your clients!
Give Super-Fans & High-Value Clients Special Treatment
You know those clients who are already praising you on social media and sharing your products with their friends and family for free? Those are your super-fans, and they’re free advertising! They love you and your product/service but don’t take that for granted.
Thank your super clients and keep them excited by forming a little club of sorts and letting them in on new releases or behind-the-scenes content. You can even hold events in their honour, treat them to product samples and work with them as influencers. No matter what you decide to do, remember to keep your most loyal advocates feeling happy and appreciated. You need to focus just as much attention on the people that already love as you do on gaining more clients. Keeping your fans happy goes hand in hand with gaining new clients.
Surprise Your Clients!
Surprises delight your clients and make them feel happy, seen, and appreciated. So surprise contests, surprise discounts, and surprise gifts are always a win!
Even something as simple as an unexpected “thank you” can go a long way. So set up thank you DMs or automatic emails if you don’t have time to write out personalized ones and send them to clients whenever they make an online purchase.
“Surprises can help activate the pleasure centers of the brain. So, sending someone a note of appreciation or a small gift at unexpected times may make your gesture of appreciation more special. […] You can also surprise a loyal customer from time to time with an unexpected discount, a special offer, or upgrade — just because. This can help you stand out from the competition who may send out notes of client appreciation at predictable times such as after a major sale or at Christmas.” – American Express
Give It Time
In the fast-paced world of online marketing, it can be hard to be patient. But the lifetime value of your clients depends on you keeping them happy repeatedly and over a long period of time. So be sincere, keep at it and trust that you will see the benefits!
Increasing client loyalty is all about client appreciation. In order to keep your clients coming back for more, you have to treat them well. So give your clients some extra attention and show them that you care and you’ll be surprised at just how loyal they can be!
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This blog post was originally published in May 2019 and has been edited to improve accuracy and readability.