Evaluate Every Marketing Touchpoint
Marketing touchpoints are customer interactions with your brand that occur throughout the buyer journey. So, improving marketing touchpoints will enhance the overall customer experience. The first step involves identifying and cataloging all the touchpoints and review each one by asking yourself, “How can this be improved?” The second step involves implementing improvements one by one. For maximum effect, this two-step process should be carried out twice a year. This is a straightforward, but valuable approach for maximizing customer retention rates.
Properly Welcome New Customers
In marketing, the onboarding process involves welcoming new customers in ways that encourage loyalty and advocacy. In other words, clearly and openly demonstrate to your customers you care about them even after they make a purchase. You can accomplish this by directing them on how to utilize your product or service. This can be done via email or SMS messages. Moreover, ensure customers understand it’s quick and easy for them to reach out with questions or assistance. First impressions in business are particularly important as customers’ trust in your offerings are highly dependent on their initial experience with your company. Plus, customers will be more inclined to make a second purchase with your company if they had a favorable initial experience.
Instill a Sense of Value
Ensure potential customers fully grasp the worth of your services and products as quickly as possible. Otherwise, there’s a chance you’ll lose them. When you’re welcoming new customers during the onboarding process, including how your product or service would solve their problems or achieve specific objectives. This increases the likelihood you’ll not only make a sale but also gain a return customer.
Conduct Consistent Follow Up
After the sale, it’s critical to follow up with the customer on their experience and contentment with the product or service they purchased. After giving it some time, communicate with the customer again. The goal is to be at the top of your customers’ minds whenever they have a question or a concern. Email works well to promote conversation and foster relationships. In lieu of a survey or a star rating, consider asking your customers how their issue was fixed (or not fixed) as a result of using one of your products or services. Reaching out to your customers on a regular basis helps give them a voice, which they thoroughly appreciate.