Ideally, one of the most important things small businesses should focus on is building customer (or client) loyalty but is talked less often than it should be. In today’s world, social media platforms play a huge role in building your brand loyalty.
Whether you are a B2B (business to business) or B2C (business to consumer) company, you are probably looking to increase your company’s trust and loyalty.
In this era of social media, your audience (or customers) have a much stronger influence on your brand. With these platforms, a customer can easily go online and voice out his/her thoughts about your company, product, customer support, delivery efficiency and many more.
While brand loyalty increases the number of happy customers and clients that you have, it also plays a huge role in boosting your conversion rates to the roofs. In fact, consumers attest that they trust online reviews as much as personal recommendations.
So what role does social media play in growing your business’ loyalty? How does it even matter?
Going by a recent research (by twitter), it was found that 80% of twitter users (surveyed) said they’re likely to recommend a brand after their tweets have been replied to. 60% also say they plan to purchase from brands they follow.
This protrudes the relevance of twitter for companies like yours and how it can be used to grow your influence and brand loyalty.
So in this article, I’ll be revealing to you the exact twitter strategies I’ve found that’ll help your small business grow its customer loyalty, trust and increase brand awareness quickly.
But before that, I’d like to highlight some of the most common reasons customers don’t trust your online business. Thereafter, we’ll look into 24 practical twitter hacks you can implement immediately to boost this trust and get people talking (good) about your brand.
I looked closely at why consumers or customers loose or don’t trust (online businesses) and it mostly boils down to these three:
- Lack of effective interaction between you & your audience (or consumer).
- Lack of transparency.
- Failure to build a community of fans that love your business.
Lack of Effective Interaction Between You & Consumers: I’m not the best expert at business strategies/growth but one thing I know is, your effectiveness at interacting with your audience (clients or customers) has a good effect on your business’ growth. A brand without effective interaction with its customers is as good as ‘dead’.
Customer loyalty is incredibly important. Repeat customers spend up to 67 percent more than new customers. In addition, it’s way more expensive to try to attract new customers than it is to keep the ones already doing business with you.
Businesses shouldn’t only interact with their customers but do it effectively; giving your utmost attention, time and concern.
Social sites like twitter have made this process a bit easier for online businesses, agencies, companies or stores. The platform’s friendly nature for customer service makes it possible for you to communicate easily and consistently with your audience and fans.
In fact, twitter says companies that use Twitter for customer service see a 19% lift in customer satisfaction.
Lack of Transparency: A study from Label Insight reveals that nearly 40 percent of consumers will switch to a brand that is more transparent. A staggering 73 percent of those surveyed revealed they would spend more on a product that promises total transparency.
Digitally Squared highlights some of the most important places to be transparent as:
- Company websites,
- In-store signage,
- Email marketing,
- Press releases and
- Social sites (twitter, facebook, instagram…)
Failure to Build a Community of Fans that Love Your Business: This is exactly where social media platforms come into play. Building a community that fuels your business is a strategy you should harness in 2019 and beyond.
Look, every successful online business on social media has built a community of fans (through hashtags, followings, online groups…) that love almost everything they post. Think new content, new product, news, freebies etc.
Well, it doesn’t have to be “people copying or following other people’s actions”; it is also people seeing enough proof (or evidence) as to why they should trust you, click your links, listen to you or even pay for your products or services.— UniClix (@UniClix) June 13, 2019
So knowing the mechanics of how twitter (or social media) can grow your brand loyalty, let’s get to the meaty aspect of this post. But first, a recap:
- Twitter’s unique nature allows online businesses like yours have reasonably effective interactions between you and target consumers.
- Digitally Squared reports social sites (Twitter, Facebook, Instagram) as a great place to show brand transparency.
- Twitter plays a huge role in building a community of raving fans/followers.
Free Twitter Hacks to Grow Your Brand Loyalty Using Twitter: 24 Strategies to Use!
“What others say about you and your product, service, or business is at least 1000 times more convincing than what you say, even if you are 2000 times more eloquent,” – Dan Kennedy of Glazer-Kennedy Insider’s Circle
1: Use Twitter for Strategic Customer Service: Using Twitter for customer support have been on the rise in recent years. This is even more important facing the fact that about 70% of surveyed Twitter users said they’re more likely to recommend a brand after a nice and quick interaction on twitter.
2. Always Reply Users: This includes response to users’ questions regarding your brand, products etc. It also includes @replies to users’ tweets that are related to your store. To make your interactions even more effective, here are a few important twitter tips to use whenever engaging with customers, fans or potential customers.
3. Always Include a Name Attribute when Replying: A simple but effective strategy to letting users know a human is behind every tweets, comments and @replies. This is a twitter hack I always use when managing our company’s twitter. This helps uplift the humaneness in your brand and also helps build a faster and stronger connection with twitter users. It’s a highly recommended tactic of replying to your audience and fans on twitter.
What social media marketing tools do you use in 2019 and plan to keep? Are there any social media tools that rocks and feel marketers should know? Let me know in the comments 🙂 #socialmediatools #socialmediamarketers #smm— UniClix (@UniClix) May 24, 2019
4: Don’t Just Reply Users; Do it within an Hour: Early replies tend to make the happiest customers on the internet. So why within 1 hour? It’s simply because that’s what users want. This is true because this research shows that 60% of customers expect their tweets to be replied to within 1 hour of tweeting.
5. Retweet Users who @Tweet Your Brand: Retweeting your audience, followers or customers can be a good strategy to employ. Everyone wants to be retweeted thus your audience would feel good when you not only reply their tweets but retweet their tweets to your followers.
6. Start a Twitter Chat: I’ve seen a couple twitter brands who started and grew twitter chats around their businesses. When there are 100s of twitter users tweeting about your business at a particular time then more users would trust and be more likely to buy your products or pay for your services.
7. Join 2-3 Twitter Chats: Asides creating your own twitter chat, your business could also find and join relevant tweet chats with 100s of participants that may be interested in your products or services. You will basically provide value and build relationships with your target audience by answering questions and replying to their tweets. This doesn’t only help your business improve brand loyalty but also help you increase your social influence.
8. Create Branded Hashtags: Think about creating branded hashtags specially for your business that you could use on various social media channels. A branded hashtag is a hashtag which is known only with your business and fans. For instance we could start incoporating branded hashtags like #UniclixApp, #UCApp, #Uniclix on our twitter page, @Uniclix.
9. Keep Your Content Quality High: Content quality is very important on social media. As an online business, the quality of your content should be a top social media priority. Your tweets should focus on adding value not just share links to your articles, sales or product pages.
The more narrow your strategy is the more effective the execution will be. Set specific goals and track the right metrics against the goals in order to set yourself up for a success. Set specific trackable goals. #saturdaythoughts #strategy #socialmedia #marketing #goals #seo pic.twitter.com/hm0RvSYEoQ— UniClix (@UniClix) June 15, 2019
To find the most influential (or engaged with) thought leaders in your niche, you could run a quick google search like;— Simon Zaku (@S_Zakuu) June 15, 2019
“Top [insert your niche] experts/influencers to follow on twitter”.
For example, “Top travel experts/influencers to follow on twitter”.
10. Be Consistent with Your Tweets: Content quality is only a part of the strategy; consistent content completes the strategy. Feed your audience with content that adds value every single day at the right time. Don’t get carried away and eventually fatigue your followers, sign up for Uniclix, pick a posting schedule and begin tweeting at the right time.
On our free plan, you can schedule and manage your social media posts with just a few simple clicks.
Here’s how Uniclix works in 3 quick steps;
Step 1: Sign up for Uniclix beta (you’ll be the first to know when Uniclix is fully ready).
Step 2: Add (and authorize) your social media accounts.
Step 3: Begin scheduling and start shedding off hours each week on social media.
11. Tweet Out Product Information: According to a 2014 study from Deloitte, 75% of online Americans say product information found on social channels influences their behavior and enhances brand loyalty. Get that?
12: If You Sell Products that Require Usage Manual, Tweet Out ‘how tos’ of Your Products.
13: Tweet Out Customer Reviews (and be transparent): Like we’ve mentioned, a study from Label Insight reveals that nearly 40 percent of consumers will switch to a brand that is more transparent, and 56 percent of people say additional product information inspires more trust in a brand. Around 73 percent of those surveyed revealed they would spend more on a product that promises total transparency.
14: Encourage Customers to Tweet at Your Brand whenever they Want to. You could include this on your twitter bio or pinned tweet. For example, “tweet us @uniclix using the hashtag #uniclixapp”
15: Produce & Tweet Out Website Content: According to a study by Havas Group’s, 84% of consumers expect to see content generated by the brands themselves on company websites. You could create transparent content surrounding your brand’s story and product details, as well as anything unique about its process or history. Here at uniclix, we make it a priority to put out and publish good content on our blog and social media channels.
16: Tell Your Story in 280 Characters: Earlier on, businesses disclose details about themselves (people behind) but hide them in the “about us”, “team” or “corporate information” pages of their respective sites. Tweet out short stories about yourselves on social media to make people know they are talking to humans and not bots.
17: When You Receive Negative Reviews, Admit Your Mistake then Fix it. Address the issue, apologize for the inconvenience, and offer a solution to the customer’s problem. Customers will appreciate the honesty and trust that your team is taking steps to avoid similar issues in the future.
18: Always Show Appreciation Using Tweets: Companies on twitter should learn to appreciate users on the platform whenever they share testimonials, follow them, engage with their tweets or share their web pages on the platform.
19: Tweet Team Selfies/Behind the Scenes: Give your audience, customers and clients and inside look to what it feels like running your business. Snap selfies, shoot quick videos or even gifs and post on your twitter page. Most times, employees reply to these posts which gives a more human feel to the twitter brand.
20: Find and Join Conversations: Make it a duty to find relevant conversations that concern your business niche and engage with people in the conversations.
21: Use Videos & Gifs, a lot: Twitter as a platform for both text and multimedia content makes growing and reaching your target audiences in their preferred way easier, better and faster. Videos, in 2018, is a strategy you shouldn’t exclude when trying to expand your store’s brand online. Also, when replying to users, make it a habit to find and include engaging gifs in your tweets.
22: First Impression Matters; Setup A Professional Looking Twitter Page. Make sure you have a great Twitter bio, profile and wall images well designed and set-up on your twitter account. Businesses should also include their business location on their profiles.
23: Run Giveaways: Try to run giveaways for your fans and followers periodically. Doing giveaways is great for growing your brand’s fan base with loyal users who would always be on the lookout for new giveaways or offers your brand has to offer.
24. Tweet Special Offers: Free (or cheap) offers is always talked about by both brands and customers because it plays a vital role in converting your store visitors into paying customers. It is also one of the fastest ways to get a new visitor to press the “purchase” button. It’ll even get more interesting to find that 60% of online shoppers abandon their carts simply because of shipping costs! Tweet special offers, discount pages, coupons and free shipping orders to your followers promptly on your page.
What twitter hacks do you use for your online business and which do you plan to begin using?Simon zaku