Customers With Digital Marketing: If your goal is to generate greater demand for your products and services and, consequently, increase your income, an essential element of your strategy must be customer loyalty.
It is easy to conceive that the more traffic and the more clients you attract, the more opportunities for growth for your business. And while this is partially true, you can also achieve your goals by retaining the customers you already have. The process of capturing new users is more expensive than keeping the ones you have already achieved.
By taking care of your regular clientele, you will have a more lasting impact on your performance. That is what loyalty is all about, and you can also do it through digital marketing. Join us, and we’ll tell you how.
Why Is Loyalty Important?
Loyalty is a complementary strategy that focuses on retaining existing customers instead of converting prospects into customers. Within the inbound marketing methodology cycle, loyalty would enter the phase of delight. If you get to this stage, you will have added enough value to your user experience to cement a personal relationship. To do this, exceed your customer’s expectations and keep your promises.
The happier a customer is with your products and services, the more likely they will recommend it to people around them, expanding your network of contacts. In addition, the users who reach you through these types of recommendations are likely to be of a higher quality. That is, in most cases, they will be more interested in what you can offer them than anyone who comes to you in another way. Therefore, another benefit of loyalty is that it allows you to build your brand reputation.
Customer Retention Techniques
We list some loyalty tools framed in digital marketing so that you can implement them as part of your business strategy:
Should prioritize customer Pleasure.
While we’ve already talked about how it’s easier to sell to an existing customer than to a new one, it’s essential to keep striving to meet their needs to do so. To get insights into their experience, you can use tools like satisfaction surveys. These open the door to possible changes that you can implement in your product or service to improve it and build customer loyalty, which will result in subsequent purchases.
Another possibility is to use other surveys or forms to ask users what they think you could improve directly. In both cases, in addition to obtaining helpful information when developing your future marketing strategies, you also improve the client’s perception of your brand. You will make the customer feel valued and listened to, strengthening his relationship with your company.
Establish regular communication
To forge the relationship with the client, there must be a communication flow. Conversational marketing strategies come into play here. These encompass a set of techniques that allow direct communication with customers to generate opportunities.
Suppose you limit yourself to contacting your customer when he has directly expressed that he wants to make a purchase. In this way, you make the customer feel like they are having a conversation with your brand, making them feel close and even human, especially if his interactions with you add value to him. In that case, you will be missing sales opportunities and cultivating a superficial relationship with him.
Although the users decide how to interact with you, you can generate stimuli that attract their attention and remind them that you are still there, that your services are at their disposal. If you allow your relationship with the client to cool down, you will go into the background, and they will not take you into account when they have a problem or a need again. With this, you avoid disappearing from his mind.
You must offer your content in a constant and relationship-focused way, operating on the channels that best suit the preferences of each client. While some customers prefer messaging tracks, others will opt for more traditional formats such as customer service by phone or email marketing. Multichannel is another factor to consider since they will not always opt for the same routes.
However, it seeks that these stimuli arrive at the right time, whether content or advertising. If not, you risk saturating the user and generating a bad feeling about your company. Also, please do not limit yourself to sending them your new offers, since the client could perceive your company as very interested and feel that you forget their needs.
Boost your Social Networks
Your presence on social networks can also help you retain customers. As with conversational marketing, these platforms allow you to generate a dialogue with your customers,.Which in most cases takes the form of followers. Social networks are listening channels. Whether your loyalty strategy works depends on how hard you make an effort to get to know your customer because only then can you add value to them.
With social networks, you can control the conversation generated around your brand. You will see what your customers say about your sector or your services and products to interact with them and show them that you care about their vision. In this way, you will also encourage them to comment on their experience on networks, increasing your exposure.
Although offers can’t be the only element in your loyalty strategy. They can help you get sales. Offering your products and services at excellent prices will encourage their purchase. In addition, you can link these offers to specific events or days, especially if these fit with your brand.
The loyalty of your customers deserves that you take care of it. Making them participate in raffles, discounts, invitations to events, unexpected gifts, and personalized offers will make them feel valued by your company.
Another valuable format for your promotions to lead to customer action is to cross-sell them. A cross-sell involves encouraging your customer to buy a product related to those he has previously purchased. And, if you add an offer to this personalized sales technique, it will assure your success.
As we have seen, the benefits that building customer loyalty can bring to your company are multiple. We leave at your disposal some strategies that can help you achieve them. Customer loyalty has already carved a niche in the world of digital marketing. Now, it’s your turn to decide if it has a place in your strategy as well. We encourage you to put it into practice.