Step 2: Engage with customers on social media

[Shakil1984]

At the end of the day, the most important question is: will your new idea be game-changing enough to convince those customers to jump ship to your new brand?

Answering this question will also require some research into the needs and preferences of your target audience. After all, that’s who your brand has to resonate with in order to be successful.

Recommended reading: What is a Unique Selling Proposition? With 15 USP Examples (2023)

Social media is an amazing tool for communicating with customers. Yes, it’s a great way to get your message out there, but you also need to use it to listen and engage with your followers.

This way of using social media is an integral part of Flora & Fauna’s strategy.

“I think it’s really important oman consumer email list that you’re close to the customers and what they’re saying and what they’re asking for,” says Mathers. “One customer said, ‘I’ve supported you for years,’ and I wrote back to her and said, ‘Yeah I know, Belinda, I remember you from the start.’”

Relating to customers on a personal level also encourages their community to talk to each other. This builds a network of loyal customers that, through strength in numbers, can persuasively advocate for a company they love.

However, that community can also hold a business accountable for the decisions it makes. But Mathers doesn’t have a problem with that: “We listen and listen and listen on social… If you’ve got 20 people saying the same thing then you kinda go, ‘there’s something in this.’” says Julie.

Flora & Fauna also sends out short surveys to their customers. “Like really short because we actually want them to answer it,” clarifies Mathers.