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Top Two Ways to Build Brand Loyalty and Trust with Social Media

by Shannon Huppin on April 5, 2017

Top Two Ways to Build Brand Loyalty and Trust with Social Media

Small business owners know how important it is to keep a customer once you have them. Building loyalty among a trusted group of clients is the best way to create the foundation for a successful business for years to come.

Respond to Comments and Private Messages

When people feel ignored, they aren’t inclined to continue to spend time and money with a brand. By not responding to comments and questions posted on your social channels, your fans and followers may think one of two things:

1. The brand isn’t paying attention.

So many brands use social media as a one-way bullhorn for their information. They forget that there are real people on the other side of that bullhorn that want to interact with them. If you can’t take a few minutes to respond to comments on social media, will the brand respond when a really important issue comes up?

2. The brand is paying attention and doesn’t care enough to answer.

Perhaps worse than not listening via social media channels is listening but not taking the time to answer. By acting only as an observer and choosing not to interact with your audience, fans and followers will see the brand as unfeeling and uncaring.

The bad news is that either of those things can make your customers feel like they aren’t important to your business. When you schedule some time into your day to check into your social platforms and respond to comments and questions, you’ll be better able to keep a finger on the pulse of what your target audience wants and needs. Plus, you can take care of any issues before they become a PR nightmare.

Be Transparent

When a business can be open and honest about their processes, products, and people, a base level of trust is created between a brand and its customers. That trust grows when a transparent attitude is taken with every facet of the business.

Business owners feel a sense of pride in what they do, and rightfully so. But that pride can shift into a fear of “showing their cards” or letting proprietary information slip through the cracks. Your small business can be transparent and foster a sense of openness with your customers without giving away any truly private details. Tell your customers when things go right, and tell them when things go wrong. Tell them what actions you are taking to improve the products, services, and business as a whole. Ask for their input. And take a genuine interest in building a relationship with them.

Your customers keep your business afloat, so make sure they know that you care about them.

Want some other ways to use social media to build your small business? Contact us today!

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Shannon Huppin

Social Media Manager at Divahound, LLC
Building a Social Media Presence For Your Small Business. The Diva of Social Media. We're Ready to Play. Are You?
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