Your customers and clients are the most important thing for your business. Once you understand that you need to sketch your strategic plans around your customers and their satisfaction. Before you are outline any digital marketing plan for your business, it is crucial that you have a clear understanding about who your customers are and how you are going to service them. Online marketing strategies are all about your target customers; they all aim to make sure that your customers are satisfied with the product and services you are providing them and are willing to come back for more.
A successful business model always entails a customer retention plan. In this post we are going to highlight four effective techniques to help you make your clients feel special to create business longevity.
1. Listen, engage and develop trust: Listening is the first and foremost part of any client-business relation. Be a good listener and understand your clients’ business requirements before you sit down to outline a strategy to fulfill those requirements. Your digital marketing strategy should entail elements known to directly address the little issues that play a key role in developing a trustworthy relationship between you and your client. These elements include transparent communication, quality customer service, and timely product/service delivery. Always keep in mind that customer satisfaction is the most important ingredient for repeat business. Consider the following and then to understand how customer satisfaction contributes towards customer loyalty and retention.
2. Choose your words carefully: Customer engagement requires consistent and proper communication, which is why it is important that you choose your words very wisely. Your employees should be aware of both verbal and written communication tactics that play a key role in retaining customers. The following infographic illustrates the most prominent things that you should never say to your clients.
3. Have a personalized service: A personalized service makes your client think that they are important enough that you took the time to learn about them. For example, consider the following two email messages:
Thank you for contacting us. We appreciate you taking the time to get in touch with us. Our concerned department has been notified about your request and we will notify you as soon as it is resolved.
Please let us know if there is anything else we can do for you.
Amy from Company XYZ
Thank you for contacting us. Your request has been forwarded to the concerned department.
Please wait while we process your request.
Notice how the first message sparks personal concern from the employee showing that she really cares, while the other looks like a system generated message. Customers feel more welcome when you use a personalized tone with them. Learn to retain customers through communication. Always remember that words and they way you approach customers make a huge impact.
Make customer-first approach your business mantra. Your online marketing campaign should entail techniques that are geared towards making your customers feel appreciated and special. This may include monetary and non-monetary rewards and daily quirky customer service tactics to help your customers understand how much you care for them.