Using Social Strategy to Retain Customers: Cases and Tips

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Author(s): Wafaa A. Al-Rabayah (Independent Researcher, Jordan)
Copyright: 2017
Pages: 18
Source title: Strategic Uses of Social Media for Improved Customer Retention
Source Author(s)/Editor(s): Wafaa Al-Rabayah (Independent Researcher, Jordan), Rawan Khasawneh (Jordan University of Science and Technology, Jordan), Rasha Abu-shamaa (Yarmouk University, Jordan)and Izzat Alsmadi (Boise State University, USA)
DOI: 10.4018/978-1-5225-1686-6.ch013

Keywords: Business & Management / Business Science Reference / Marketing

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Abstract

Customer retention is the process of keeping your current customers' set satisfied and loyal to your product, successful customer retention is not only related to the applied product or services, but strongly related to how the organization provide the services and the reputation it creates within and across the marketplace. This chapter mentions four different cases of using social media to achieve customer retention. Cases will be named based on services provided by the firm, theme park, personal care business, food business, and suppling athlete tools. Also set of tips and guidelines about planning social strategy presented, finally suggested tools support different platforms were mentioned.

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