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Maintaining Positive Customer Relationships

by: Finella Kristle Panlilio

Monday, September 9, 2013 |

Social media has become the fastest and most convenient way for brands to engage with current and potential customers and build a positive reputation. What your brand advocates are saying online about your business is one of the biggest factors consumers consider before using a product or service.

How do you maintain positive relationships with customers who help advertise your product or service through digital word-of-mouth? An article at PRWeb suggests the following:

1. Listen to customer feedback.
Whether positive or negative, know the customers who gave the comments and be responsive. It also helps to know who your most valuable customers are to keep them satisfied. Good customer service will encourage more people to talk about your brand.

2. Keep the conversation going.
Generic responses are not advisable if you want to engage with your customers. Keep your responses short but meaningful. This way, you'll be able to gather useful insights from your fans.

3. Acknowledge your most active fans.
It pays to recognize who your biggest fans are because it shows that you appreciate their loyalty. Featuring your fans and giving them rewards such as discounts and freebies will not only encourage brand loyalty - these will help create buzz about your business as well.

4. Involve fans in product or service innovation.
Rolling out a new product or service? Ask your fans for their opinion/s. Getting your customers involved in the business process makes them feel a sense of ownership and that will make them more likely to purchase and share their experience with others.

5. Reward referrals.
Referrals create the best leads, so it would be a win-win situation if you gave out incentives to people who get the word out about your company.As many businesses grow by word-of-mouth, it is essential to treat your most loyal social followers with utmost importance because these are the people who will build your brand for you.

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