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Drive Customer Loyalty

Your customers are already in the door.  How can you benefit from this?

To drive customer loyalty, you must reward your customers. Foursquare, the leading location based social network, offers a great medium to connect your offline and online audience. Foursquare allows users to check into locations on their mobile phones. Then, users can share that location with friends on other social media platforms, such as Twitter and Facebook. Your company can benefit from these check-ins. When users’ friends see where they are checking in to eat and shop, they are more likely to follow suit to eat and shop there too!

Your goal on Foursquare should be to connect your customer’s online habits and offline habits. You can do this by offering deals and specials on Foursquare. Use specials to attract new customers, and reward loyal existing ones.  Personalize your rewards to your customer. For example, to reward a first-time customer, award them a free cookie on their first check in. To reward a frequent customer, offer them 10% off their bill every third check in.  Use a combination of different specials to encourage a growing clientele and satisfy returning customers.

You must claim your business’s location! This makes checking-in easy for your customers.  Make sure to claim ownership of your physical location. If you do not see your business listed, you can access Foursquare from your mobile phone and select “Add this place”.  Provide as much relevant information in your profile as possible – this will help inform your current and future customers.

It is likely that your client base is made up of different kinds of customers. The loyal customer, the trying it out customer, even the out-of-town customer. Personalize your specials so that each customer experience is unique!  Your customers are your business. Reward them!

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Using Twitter As a Reactivation Strategy

 

 

 

 

While Twitter is great for sending out messages to a mass audience, its main strength to marketers is in its ability to build one on one relationships.

What marketers should strive to do is deliver campaigns in the public timeline when there’s an opportunity to get the audience’s attention by utilizing the @mentions feature. @mentions lets users put the @ sign before a username with a message that goes directly to that user’s homepage.

After the user sees that tweet, they either can reply, retweet, mark as a favorite, or ignore it. This is where an intimate relationship with a consumer can begin or be renewed.

To develop a Twitter reactivation program, start with an initial test group. Keep in mind that these campaigns will happen in a public timeline, so do not flood the stream with span-like behavior.

When choosing your test group, remember that it’s recommended to use a maximum of 30 total outbound tweets a day from any account. If you have an account that currently has high volume of outbound tweets for customer service, perhaps use one account for customer service and one for marketing.

To match email addresses to Twitter users, you can import your email list to a gmail account and upload it from the “find friends” tab of the “who to follow” tool on Twitter. You can then choose to follow all the matches, or save them to a list. Because you want to keep your following and follower counts in check, don’t automatically follow everyone. Try instead to save the matches in a private list.

Also consider using customer relationship management platforms, like Salesforce, to help maintain your lists, manage and analyze campaigns, and export campaign messaging for uploading to a Twitter dashboard like HootSuite.