By Deborah Kurfiss, Umbrella Communications & Content Director on Jan 31, 2024
If you’ve heard it once, you’ve heard it a thousand times. It’s much less expensive and easier to keep customers than to land new ones. It varies by industry, but we are generally talking five times less expensive. Not only that, but old customers spend 67% more than new ones! So, if you have a client who is losing customers, it’s time to take action.
It only makes sense that as a good marketing consultant, you should help your clients keep their customers in addition to providing marketing services. But where are your clients losing their customers? What are the danger points? You can’t help your clients if you don’t see the apocalypse coming. Following are some actions you can take to have your clients’ customers cheering!
Every touchpoint a person has with your client’s company impacts their opinion of your client’s brand. Customers could love your client’s products, but if they have even one bad customer service experience, they will likely never come back, and worse, they may bad-mouth your client to their friends, relatives and colleagues.
It is important for you to guide your clients in implementing customer service best practices, including fast response times, multiple support channels such as AI Chatbots, phone support and social media, and proactive problem-solving. Investing in customer service training and technology is well worth it for every business.
Good customer service doesn’t just happen. Your client’s staff must be trained to give customers give service. They must have a customer mindset” always trying to think about what the customer would want. That means staff needs to know your client’s products inside and out, and think about what would best serve the customer. Beyond training, provide your client’s salespeople have updated informational materials to have at their fingertips.
Sure, you want to help your clients acquire new customers. But in the rush to do so, don’t forget their base. Prepare campaigns targeted at current customers. Offer them special values just for them to show you appreciate them. Engage them on social media and promote user-generated content.
Your client’s customers already know and like their brand, which opens up plenty of chances to upsell and cross sell. Perhaps they have developed new product features or just got in accessories that will match previous purchases.
Data analytics should be at the core of any strategy to reduce customer churn. By analyzing customer behavior, purchase history and feedback, marketing agencies can gain insights into customer preferences and pain points.
This data allows for the creation of personalized experiences and offerings, making customers feel valued and understood. Tools like customer segmentation and predictive analytics can help in anticipating customer needs and identifying customers who may be unhappy before they leave.
A key to turning it around if a client is losing customers is to engage with customers to promote loyalty. You don’t want your client’s customers to feel like a number.
Marketing agencies should focus on creating multi-channel strategies that provide consistent, valuable interactions across all customer touchpoints. This includes email marketing, social media, mobile apps and personalized content marketing.
Take surveys, answer social media comments, run contests that encourage customers to produce user-generated content even it is something as silly as an ugly Christmas sweater contest. Brainstorm new ways to engage your client’s customers.
What’s old is new again. We’ve gone from the days of the corner store to buying from impersonal corporations. And now the pendulum has swung back.
People don’t want to buy from an entity who does not care about their wants and needs. They want to be shown products relevant to them when they go to your client’s website or get their email. Today, customer expect personalized experiences tailored specifically to them.
From personalized email campaigns to customized product recommendations, marketing agencies need to harness the power of AI and machine learning to deliver individualized customer experiences at scale.
Building a sense of community around a brand can significantly enhance customer loyalty. Marketing agencies can help their clients by developing brand ambassador programs, engaging customers through social media groups and creating exclusive member-only events. These initiatives make customers feel like part of a community, increasing their emotional attachment to your client’s brand.
Loyalty programs and incentives can play a significant role in preventing your clients from losing customers. These programs should be designed to offer real value to the customer such as discounts, exclusive access, or rewards for referrals. Marketing agencies can use data analytics to tailor these incentives to match customer preferences, enhancing their effectiveness.
Loyalty programs are effective, so it’s shocking that only 34% of small businesses have a loyalty program. That means your clients can effectively use loyalty programs to set themselves apart from the competition.
Loyalty depends on trust. So, don’t promise what you can’t deliver, or your client’s customers will turn their backs. And if a customer feels you have lied to them, they are gone for good. Be honest about your client can provide in your marketing.
Sharing case studies and success stories can be a powerful way to build trust. After all, your client is motivated to speak highly of their company. But a third party, another customer? They have nothing to gain by recommending your clients goods and services, so other people trust them. It can be time consuming and labor intensive to document good case studies, but it’s well worth it.
Other things you should do are to actively manage your client’s online reputation and encourage customer reviews. List your client on review sites, monitor social media to see what people are saying about your client and Google your client’s company to see what comes up to name a few.
If you have a client who is losing customers, the experts at Umbrella’s white label marketing services can help. To set up a free consultation, go to the Umbrella website or call (866
Book a call today to discuss how we can help your marketing agency grow.