Entrepenuer.com puts it perfectly when they say, “This is the age of the empowered customer, when a single complaint on social media can cost a business millions of dollars, an online review can shape the fortune of a restaurant…”

In our social media heavy world where word of mouth travels at light speed, the dynamics of customer/company relationships has indeed changed, giving customers more power than ever before. And because of this, customers expect more out of companies.

So how do you keep your customers coming back, spending money, and leaving positive reviews on social media that help spur your growth and ROI?  Here are fours ways this is done.

There’s a reason this tip lands in the number one spot.  Establishing an emotional connection with customers is what makes them push that “order” button on your website.  To do this, you need to get personal with your customers.  For example, directly asking customers for feedback and then including the results in business decisions while highlighting the customers’ contributions establishes a personal relationship with those customers – who will remain loyal.

A customer or client’s needs vary from individual to individual and company to company. For this reason, offering customized services is a way to keep getting repeat business. For example, a furniture store that offers customized furniture for individual homeowners will get repeat business. The same goes for any company that offers a service; tailor that service to your client’s unique needs and they will keep using your services.

Customers who remain loyal often do so because of loyalty programs.  By offering rewards, like cash back, a free service or product, or other way to claim something for free or discounted, customers will invest the time and money needed to earn those rewards.  Subway has been doing this for years by offering free sandwiches after so many are bought.  Many companies offer points that earn rewards, such as credit cards like Southwest that offer free travel.

Be Interactive and Engaging

People spend a lot of time on social media so it is important that your presence on these platforms is entertaining and engaging.  Facebook Posts should be frequent and contain entertainment that is worthy to like and share.  Having contests on a Facebook fan page is a great way to get customers interacting with your company and brand.  On your company website, keep blogs updated, informative, and captivating.

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