Shift your mindset from “sales” to “service and support.” As an entrepreneur, you should persistently look for ways to make your business more valuable to maintain customer satisfaction. online marketing
Why? Because the more valuable your business is to them, the more likely they are to remain loyal even when times are tough.
Step 1: Establish a Baseline.
A customer baseline is the average or typical customer in your market. Understanding your customer baseline is important because it helps determine what marketing messages are most likely to resonate with prospects and allows you to track progress over time.
For example, if you’re targeting small businesses, your customer baseline might be companies with fewer than ten employees. As you work to attract new customers, you can track whether you’re succeeding by observing the number of small businesses that become clients.
Similarly, if you’re targeting high-net-worth individuals, your customer baseline might be individuals with a net worth of $1 million or more.
Most businesses spend more time and money acquiring new customers than focusing on their current ones.
The first step to establishing a customer baseline is understanding your customer lifetime value (CLV). This number tells you how much revenue each customer brings throughout their relationship with your business. Once you get your hands on your CLV, you can start working on ways to increase it.
Step 2: Create Customer Avatars.
A customer avatar is a semi-fictional character of your ideal customer, based on market research and actual data about your existing customers.
When creating a customer avatar, you define its demographics, likes/dislikes, problems, and goals. It directs your marketing efforts on the right channels and messages to attract ideal customers.
Think of your customer avatar as a specific person rather than a general type of person. It will help you humanize your target market and better understand their needs.
Your customer avatar should be as detailed as possible, so don’t be afraid to get creative. Include quantitative (e.g., age, income level) and qualitative (e.g., interests, personality type) information. The more detailed your customer avatar, the better.
However, it’s also important to remember that your avatar may change over time as you learn more about your target market. Be prepared to adjust your avatar as needed to ensure that it accurately represents your ideal customer.
Step 3: Focus on the customer experience.
The customer experience is the new battlefield. It’s where companies are now fighting for customers. In the old days, businesses could get away with focusing on what they wanted to sell, not on what the customer wanted to buy. But that’s no longer the case. In today’s hyper-competitive landscape, businesses must put the customer experience first.
Customer experience encompasses the initial contact (e.g., marketing materials, website, etc.) to post-purchase follow-up (e.g., customer service, warranty/guarantee, etc.). Every touchpoint should be mapped out with the customer in mind and work together to create a seamless, positive experience.
Step 4: Develop a loyalty program.
A customer loyalty program is an approach built to motivate customers to continue doing business with a particular company. Common perks include discounts, freebies, referral programs, and exclusive offers.
You can create a loyalty program in different ways; just remember that it should accurately reflect your brand and provide real value to your customers.
Here are a few tips to keep in mind when creating customer loyalty programs:
- Make sure the benefits are valuable.
Customers need to see that there is value in participating in the program. Otherwise, they won’t be motivated to sign up or stay loyal.
- Make it easy to use.
The easier customers use the program, the more likely they will stay engaged. Avoid overly complicated rules or redemption processes.
- Keep it fresh.
Rewards programs need to continue to evolve to remain relevant. Regularly adding new benefits or altering existing ones will keep customers coming back for more.
- Promote the program.
Customers can’t take advantage of the program if they don’t know about it. Make sure you promote the program heavily to ensure everyone is aware of it.
Step 5: Offer reclusive deals, discounts, and coupons.
You should reward loyal customers. Repeat customers typically spend 67% more than new customers, so it’s important to keep them happy.
Discounts and coupons are a tried-and-true method for boosting sales and encouraging customer loyalty. By offering special deals to your best customers, you can show them that you appreciate their business and encourage them to continue patronizing your brand.
Here are a few simple tips you can follow to ensure that your deals are attractive and effective:
- Make sure that your deals are exclusive to your loyal customers. It will give them an incentive to continue doing business with you.
- Structure your deals so that they’re easy to understand and redeem. You don’t want your customers to be confused or frustrated when they try to take advantage of your offers.
- Track your results promptly so you can adjust your deals as needed.
Step 6: Get personal.
Personalized marketing is an excellent way to connect with customers and build loyalty. Businesses can create a more intimate and trusting relationship by tailoring messages and offers to individual customers.
Furthermore, personalized marketing can help businesses stand out in a crowded marketplace. In an era of mass production and generic messaging, businesses that take the time to customize their approach will be better positioned to win customers over.
Finally, personalized marketing can lead to improved customer retention.
By delivering targeted content that resonates with customers, businesses can keep them coming back for more. In today’s competitive landscape, personalized marketing is a powerful tool every business should use.
Step 7: Make it easy to connect.
Make sure it’s easy for customers to connect online and offline with you. Provide multiple channels for customer feedback and make it easy for them to reach you when they need assistance. You’ll foster a stronger relationship with your customers and build loyalty over time by making it easy to connect.
Step 8: Solicit Customer Feedback.
Make a point to solicit feedback from your customers regularly. It can be done through surveys, customer interviews, focus groups, or any other method you feel would be most effective.
When you encourage customer feedback, you’re opening the door to valuable insights that can help you improve your business. In addition, customers appreciate being heard and feel more loyal to businesses that take their feedback seriously.
Regularly seeking customer feedback can build a stronger relationship with your customers and create a more loyal customer base.
Step 9: Provide excellent customer service.
Customer service is how you take care of the customer’s needs. It can be done by providing a product or service that meets their needs or exceeds expectations.
You can win repeat customers and build customer loyalty by delivering excellent customer service. When customers have a positive experience, they’re more likely to come back and recommend your business to others.
There are many ways to provide excellent customer service, but some of the most important include paying attention, being responsive, being helpful, and showing appreciation.
Step 10: Develop a CRM
Customer relationship management (CRM) refers to the strategies, practices, and technologies that businesses use to run their customer relationships.
A CRM system helps businesses keep track of customer interactions, identify sales opportunities, and automate marketing activities.
Businesses can improve customer loyalty by providing better customer service and building stronger relationships using a CRM system.