In 2021, it’s not enough to show your audience many ads to get sales and repeat customers. The wrong communication strategy can lead to significant losses. And today, bigger companies use other ways to retain customers. You’ll understand this if you read more about UK casinos or enormous streaming platforms like Amazon Prime or Netflix. These are 7 marketing techniques they use to retain their clients.
Personalizing Content and Offers
Use the power of your CRM platform, integrate with social networks and messengers, ask customers to fill out questionnaires and feedback forms, and use this data to maximize personalized communication with the client.
Let the user choose which newsletters he wants to subscribe to himself. Address the customer by name, offer him to buy products, based on information about his interests and previous purchases.
It seems that everyone is talking about it now, but many brands still ignore messengers, don’t respond to user requests in social networks, and if they do, they don’t collect the information received from the same customer in one place. Allow your customers to interact with you where it is convenient for him.
Shortening the Customer Journey With AMP Technology
AMP emails are interactive emails that contain dynamic elements. Today’s AMP technology allows you to add items to a cart, leave reviews, book hotels, and a host of other actions right inside an email. Don’t force a customer to go to your site if they can complete the checkout right inside the email.
Using Chatbots and Automating Everything
Often customers don’t want to have to deal with sales consultants unnecessarily. Don’t force it into a dialogue with a live person – prescribe templates for answering the most popular questions in the chat, and allow placing an order without manual processing.
But if the user needs the help of a specialist, you should have algorithms to redirect the request to the appropriate department, preserving the history of correspondence.
Applying VR and AR Technology
In an era when a 3D mask for Instagram can be created in five minutes, and you can get a 3D model of an object with your smartphone camera, it’s strange not to use the opportunity to let the user try on your product in augmented reality format.
AR comes in handy not only for clothing stores. You can also try on a sofa (will it fit in the new renovation?), and seedlings (how will anemones look like on the garden plot when they bloom?), and much more.
For example, IKEA released the IKEA Place app, which allows you to try on its products virtually.
Sharing and Communicating Your Audience’s Values and Beliefs
Understand the values of your customers and not be guided by the subjective perceptions of the owner or top manager of the company.
If you talk about ecology, healthy lifestyles, gender equality, or any other topics that are relevant to your audience in your online resources and PR events, you will get not just customers but loyal fans who will forgive you even a paid delivery or awkward website.
Don’t tell – show! Video format provides a more complete perception of information than text or photos. You show the product from different angles and convey the emotions of the speaker, complement the mood music and camera tricks.
The level of trust in video content is much higher for obvious reasons. It is much easier to embellish the properties of a product in a text description than it is to edit what is happening live. To this end, brand accounts on Instagram regularly host broadcasts, where they show new product collections live or stream straight from production.
If you summarize all the points, automation, the desire to showcase your products or services to the best of your ability, and taking care of your customers come to the fore. Answer this list of questions for yourself to see how you can improve your communication with your customers:
- Where are your customers most comfortable communicating? Do you use this channel? Is it integrated with your other communication channels?
- What segments can you divide your target audience into? Which of your offerings would fit which segment best?
- What questions do your customers most often ask your managers? Is it possible to automate the answers to popular questions?
- Can your product be visually tried on with an AR?
- How difficult is it to place an order for your product? How long does it take and is it possible to reduce this time?
And take care of your customers the way you know how, and don’t be afraid to try new things!