How Brands Use Social Media for Customer Retention

Social Media Marketing with Fexingo: Instagram, TikTok, LinkedIn, and Platform Strategy · Jun 3, 2026 · 7m · transcript

This episode explores how brands are shifting from social media as an acquisition tool to a retention engine. Hosts Lucas and Luna break down the specific tactics companies like Starbucks and Sephora use to keep customers coming back — from loyalty programs integrated into Instagram to direct DMs that lower churn. They also examine the data behind retention vs. acquisition cost, and why top brands are now using platforms like WhatsApp and Messenger for personalized follow-ups. A surprising stat reveals that a 5% increase in retention can boost profits by 25% to 95%, according to Bain &…