Customer Loyalty Programs You can Plan Using Facebook


Consumers are becoming increasingly demanding about how businesses and brands engage with them through social media platforms. The pressure on marketers is to effectively adapt communications and engagement strategies if one seeks to transform social media interactions and foster brand advocacy.

Customer loyalty programs are increasingly focused on social media platforms. Surprisingly though, only one-third of businesses worldwide have a presence on social media as against the millions of customers. There are significant opportunities for leveraging Facebook to connect and communicate with customers.

  • Providing Fast And Accurate Support

Social media like Facebook are used by leading brands in customer loyalty programs to provide fast and accurate support for questions. Facebook messages are treated much the same way as emails or phone calls, for a proactive customer service team. Customer feedback is used to understand how to serve customers through different touchpoints including social, online and even offline channels.

Social media platforms like Facebook can be a wonderful means of building a tight knit community around the brand to enhance a feeling of belonging and foster customer loyalty. Social networks like Facebook are intrinsically connected as they create virtual customer networks.

Facebook is a powerful medium where brand followers and customers interact, leave reviews or even share content and it is these virtual networks that are nurtured and leveraged for boosting client retention and customer loyalty.

  • The Value of Online Communities

To kickstart the community,  marketers need to set up online communities and fan pages that provide access to vital information. Facebook is an excellent channel for promotional offers and online events or contests where only members of the social network group can participate. This creates hype and one can also complement these brand building efforts, by creating an interactive platform to respond to comments, queries and concerns.

  • Driving Customer Interaction

Facebook serves as a centralised customer touchpoint for forward-thinking brands that invest in social media marketing. The aim is to provide consistency in client interactions. Through the sense of immediacy and instant connectivity, Facebook has paved the way for a 2-way dialogue customers now seek. Social media connects with customers in timely, personal ways building an emotional bond with the brand. Social media has changed the way customer service is perceived. Monitoring Facebook through a specialised team is essential for understanding customer needs. Customers need to feel heard, if they seek to be valued.

  • Maintaining Consistency

Facebook has also offered an amazing platform for creating marketing messages consistent with the brand. Investing in this social media platform to sustain and attract customer loyalty enables brands to become disruptors and future-proof their business. Brand loyalty depends on customer experience. The aim is to achieve loyalty through experiential brand relationships.

Value of brand loyalists is critical in the connected, modern and digital era. The potential for amplification of your message is enormous.  Once someone in the network asks questions pertaining to products or services, this can boost brand appeal and give your offerings exposure on a popular platform. For customer loyalty to grow, price matters, though experience matters a whole lot more. Facebook’s research team has designed tools and ad programs to deliver better customer experience and ensure businesses are there for customers looking for them.

Research by the social media giant also found Facebook users tune in 5 times a day and are 1.25x times more likely to be brand loyalists than those using Facebook only once a month. This holds true for Instagram as well, where users were 1.26x times more likely to be loyal customers. When it comes to customer loyalty, Facebook leads the way. Thus, social channels like Facebook have become an integral part of customer loyalty programs.

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