Keeping the customers happy would naturally bring in more business. It would result in higher revenue as well. I would suggest some tips to attain good business from existing customers through social channel.
Provide customer service through social media
Many companies like DELL, Airasia, IBM etc succeeded in providing great support through social media. It would be extended to a Social-CRM software as well. Salesforce.com provides an excellent extension of social media through it’s CRM interface.
Give Offers and loyalty bonus to Purchase more
Keep the customers loyal with your brand by providing special coupons or loyalty points through social media channels. Jetmiles is a very good loyalty program implemented by Jet Airways. The existing customers would get more and more with frequent purchases. This would encourage them to purchase more. You would communicate it properly through social channels.
Communicate and Engage
Social Media is an instant feedback channel. You would gather customer feedbacks instantly through this channel. A happy customer is your sales person. A good word of mouth communication happens though this media. A happy customer would recommend the product to his friends. Referral Bonus programs would be added motivation to a happy customer. On the other side, an unhappy customer would do more harm than the good word by a happy customer. So it is important handle customer queries and complaints in right time and regains the trust of the customer. It would bring new customers and also bring more revenue from existing customers through a well maintained social media channel.
Educate the customer
Educate the customer about the new offer and features about the products or services. Use every chance to clear the queries about the product the customer. You would drive the customers to a new product page by sharing the link through social media. Toyota has developed a facebook game called “Toyota Tree” to make the customer aware about the environment initiative through facebook. People would water the tree and let it grow and distribute to their friends.Toyota’s green initiative is popularized though a simple yet interesting way.