Their team is also extremely engaged on social. They often go beyond providing an answer or “thank you” to customer comments. They make an active effort to start conversations with their audience, asking them questions and posting fun prompts—while of course responding to as many comments as they can.
A post from Chewy's X account that teacher data says, "Calling at Disney fans. Megaphone emoji. Tell us which Disney princess (or villain) character your pet reminds you of. Pointing down emoji. Pssstt, you may even receive a sparkle emoji magical sparkle emoji surprise."
Learn from this method
Chewy’s social channels are a sign to go above and beyond when you engage with customers. Post prompts that encourage your audience to engage, but only if you can be responsive. And bring customer marketing outside of the digital world too by creating tangible surprise and delight moments to keep current customers happy.
Here are a few major benefits of creating a customer marketing strategy, and why it’s integral to growing your brand.
Increase brand loyalty
Brand loyalty is precious. And it’s only become more important to foster it—according to PwC, 26% of consumers stopped using or buying from a business in just the past year.
Investing in a customer marketing strategy on social enables you to foster and grow a connection with your existing customers—not just reach new ones. Connection is key to loyalty and trust. In fact, PwC found that younger generations are more likely to express loyalty to a brand by recommending it to friends and family.
And businesses are catching on. According to The 2023 State of Social Media report, 66% of business leaders say increasing brand reputation and loyalty is a top priority. A customer marketing strategy through social content and connection is your ticket to success.