As marketers, we sometimes get so involved in attracting new customers that we lose sight of what’s right in front of our eyes – an existing and loyal customer base that’s already interested in our services and products. In reality, we should be very focused on retaining the consumers we already have. Here we present a few functional ways of connecting with your current customer base, building loyalty and improving customer retention.
Customer data gives all the information about a consumer’s activity that took place at a specific place in a specific time. Customer intelligence takes the game a step further - they are the insights obtained from gathering and analysing customer data throughout the customer journey. Any top digital marketing agency in India starts this process by building out customer personas to segment groups and then analysing each group. Analytics tools provide a steady stream of data that enables marketers to build solid content marketing strategies. Interactive, descriptive, behavioural and attitudinal data, in particular, will help you classify, quantify, categorise and track the customer experience.
Your business’ online presence should be a living, breathing entity. Even the slightest update to your website plays a role in interacting with both customers and search engines. The more fresh and informative content you offer, the more value you add to your users’ experience. This in turn will retain customers and make them keep coming back for more. Any best digital marketing agency in India diversifies content into blog posts, newsletters, FAQs, how-to-guides, product demos, podcasts and videos to attract the attention of consumers.
Even if your customers aren’t giving you any feedback, any best digital marketing agency in India would suggest that a content marketing team should be proactive in reaching out to the customers directly. A well-built communication calendar helps in better management of customer engagement opportunities so businesses can upsell and cross-sell. Having this calendar in place keeps you informed about the last time a customer contacted you or when they haven't interacted with your brand. Gaining such back end knowledge enables business owners to launch promotions and customer service features easily and also remove obstacles long before customers even know they’re there.
When someone uses a product or service for the first time, it is a very important milestone in the customer journey. A lot of attention to details goes into mapping out of how to get a customer on-board. At the same time, it’s important to keep in mind that a customer’s desires and needs can change as soon as they start using a product or service. As such, it is essential to stay ahead of the curve by being proactive and incorporating links, images, discounts and animations into each mail. One should adapt their offerings whenever applicable. Such customer on boarding processes lay a solid groundwork for the relationship between businesses and customers.
There’s no beating around the push; brands of all kinds are heading full-throttle towards digital. It is because customers are already there, searching and discovering products and services as well as leaving reviews. From Facebook and Instagram to YouTube and Pinterest, any top digital marketing agency in India aims for omnipresence to get the most out of the investments in marketing. The more channels you broadcast your message through, the higher are the chances of your content catching the attention of your target audience and turning them into leads.
The ultimate goal of a company is to establish itself as genuine. No customer experience and journey is similar, hence offering customised content to each one of them yields greater engagement with the audience on a more personal level. Providing personalised content can range from addressing customers by their first name in an email to replying to comments on social media.
The best way to keep a community at the heart of everything is by asking for feedback. After all, nothing resonates with consumers more than compelling stories about people like themselves facing and solving similar or identical problems. Any best digital marketing agency in India suggests brands showing they care for their customers if they want to make their customers realise that the audience’s wishes are heard. Make your product or service more engaging and relatable by giving the narration of an authentic brand story.
Implement any suggested improvements fast and announce those changes quickly with engaging content. Timely response to customer feedback grows a brand in several ways. Firstly, it relays to customers that their pain points are being understood, and this shared empathy goes a long way with customer retention. Secondly, implementing feedback quickly showcases brands as companies that actively listens to its audience and is receptive to both praises and criticisms. Lastly but most importantly, doing this positions a brand as someone that takes actions.
NCSofttech is a leading content marketing company in India offering witty, unique and innovative content strategies to make your brand reach the right audience. Our team of experts aim to understand your brand’s goals first and tailor strategies accordingly. At NCSofttech, we hold client satisfaction in the highest regard.