From Suburban to Returning Customers

by Matthew Petro on Jan 24, 2010

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Downtown businesses need business from suburban customers in order to thrive. How can they attract those customers and turn them into regulars? ...

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Downtown businesses need business from suburban customers in order to thrive. How can they attract those customers and turn them into regulars?

This presentation was (partially) delivered at CenPhoCamp 2010 and attempts to answer that question. Primarily, social media can be used as a low cost way to reach a wide audience and maintain a connection with customers, thereby encouraging them to return often.

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From Suburban to Returning Customers — Presentation Transcript

From Suburban to Returning Customers Matthew Petro http://matthewpetro.name Twitter: @matthewpetro Delivered at CenPhoCamp January 23, 2010 Sponsored by

My take

Great things are happening in CenPho

Many Valley residents don't realize this

Businesses need to get more suburban residents into CenPho

This is not a zero sum game

Three steps to returning customers

Use social media to attract suburban residents

Engage with them when they're at your business

Maintain the relationship via social media

Use social media to create knowledge of your business

Generate a reasonable level of communication

Use multiple channels (Twitter, Facebook, Foursquare, Yelp)

Penetrate people's social media sphere of awareness

Use your website

Yes, you still need one

It needs to be up to date (hours, location, menu or services)

It needs to have all the static info people want on demand

Tell people how to get to you

Many downtown businesses don't have access and parking like suburban strip malls

Use your website to tell people best routes to you, where to park and costs

Emphasize light rail if you're close enough to it

Event tie-ins and complimentary businesses

Take advantage of events at downtown venues and at other businesses nearby

Plan events in conjunction with other businesses

You need to have some awareness within social media for this to work

BE AWESOME!

Once you have suburban customers in your business, you need to be awesome

People can get “good enough” close to their home

You need to give customers a reason to come back to you

Stay in touch and interact

Keep communicating with customers once they've visited you

Respond to what customers say about you in social media

Continue the conversation

Give customers a reason to return

Sponsorships

Sponsor social media related events

The cost is low and it keeps your business within customers social media sphere of awareness

Leverage brand evangelists

Pay attention to the customers who talk about you most

Help them help you

From Suburban to Returning Customers

by Matthew Petro on Jan 24, 2010

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From Suburban to Returning Customers — Presentation Transcript