It is stated that “acquiring a new client costs 6–7 times more than keeping an existing one.”
Social media marketing isn’t only about catering to your audience’s requirements and offering answers through a specific product or service. It’s also about establishing a solid and long-term relationship with your consumers in order to establish a distinct brand identity. Customer service relies heavily on proactive communication. It makes the customer journey easier and encourages customers to stay loyal to the firm.
Developing unshakable ties with your consumers may benefit you in a variety of ways, including:
- Gaining trust;
Communicate openly and honestly. When a company is easily accessible and interacted with, the client immediately feels more safe, and so entrusts their time and money to that brand. Prompt and consistent replies make customers feel more at ease and genuine about a business, which helps it stay afloat in the market.
- Personalised service;
Adding a personal touch and being proactive in your interactions may work wonders and transform consumers into true friends and brand advocates. If you are proactive in your communications, you will see an immediate improvement in your consumers’ perceptions of your firm, or even a shift from negative to positive.
- Builds brand loyalty;
Proactive communication is a powerful strategy for retaining and gaining loyal consumers. Being proactive demonstrates your dedication to client satisfaction. When you approach consumers freely and share information with them, you demonstrate openness and honesty, which distinguishes you from many other companies.
- Builds brand equity;
Brand equity is built by leaving long-lasting, favourable impressions in the minds of customers. It’s also critical to cultivate long-term, two-way connections with customers. A clear line of contact with your consumers may help you build a strong social value for your brand, as well as a distinct identity and brand character that people can relate to.
- Keeps track of consumer behaviour;
Customer service that is proactive reduces time and money spent on assistance. Communicating with them on a frequent basis allows us to have a deeper knowledge of what works for them and to stay on top of trends. We can get a better sense of how they will react to anything we have to offer. Agents who can foresee and avert developing difficulties are more productive in their jobs. This can help you minimise the amount of incoming customer support calls and increase overall business efficiency.
- Shows that you put effort;
Showing your concern for someone has a powerful psychological effect. This creates a sense of belonging and community. Customers may feel as though they are a member of a large family while dealing with your firm. They will never want to go if you care about them. Customers are more interested in being connected with an item or product when they perceive the business making an attempt to cater to their preferences.
So make sure you connect with your consumers effectively and efficiently to ensure the industry’s long-term viability!
