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Opt-in SMART Customer Loyalty Power Point
- 2. A loyal customer can be described as: Someone who makes regular purchases from you Someone who purchases multiple products and services from you Someone who refers others to your company Someone who ignores the competition
- 3. Attracting a new customer costs 5X as much as keeping an existing one 89% of consumers began doing business with a competitor following a poor customer experience Emails targeted to customer loyalty programs have a 40% higher open rate
- 4. 89% of consumers began doing business with a competitor following a poor customer experience Poor customer experiences result in an estimated $83 billion loss by US enterprises each year because of defections and abandoned purchases
- 5. Unhappy customers are more likely to talk than satisfied customers… • 25% of customers say something positive about purchases • 65% are likely to speak negatively • 23% of customers who had a positive experience told 10+ people about it • 48% of customers who had a negative experience told 10+ people about it
- 6. Mobile coupon usage is expected to soar; by 2016, the total redemption value of mobile coupons will be more than $43 billion Customers who engage with companies over social media spend 20% to 40% more money with those companies than other customers 80% of a company’s future profits will come from just 20% of their EXISTING customers
- 7. Reduced Marketing, Advertising, and Acquisition Reduced Customer Turnover Expenses Increased Up-selling and Cross-selling Increased Overall Loyalty Equals More Profits
- 8. Increase in Referrals Boost in Brand Recognition and Awareness Fewer Adjustments Needed Less Time Spent Creating New Relationships Existing, Long-term Customers are More Forgiving More Feedback and Suggestions
- 9. They feel appreciated They received great service from you They find tremendous value in your product or service They can get special discounts going forward (by joining some type of customer loyalty and rewards program)
- 10. Your staff was not attentive or they were rude They did not feel appreciated Your product or service didn’t meet their expectations Your product is not priced appropriately
- 12. Email Text Messaging Social Media Capture and Market to your opt-in audience through sophisticated list building technology (mobile, email and Social Media) -creating a buzz around your product and/or services with fans and followers.
- 13. What is Email Marketing? Email Marketing is the process of using email as a way to keep in touch with customers, potential customers, and other types of list subscribers… marketing to email lists involves making special offers as well as providing useful, valuable content to keep subscribers engaged
- 14. Email Marketing Facts & Trends Consumer Usage Stats: More than 3 billion people use email – compared to Facebook, which has less than 1 billion users 19% of all time spent online is spent reading and responding to emails Email opens on smartphones and tablets have increased 80% over the last six months
- 15. Email in Business: 30% of companies use email as a primary lead generation tool 49% of B2B marketers spend more time and resources on email than any other channels 61% of marketers plan to increase their email marketing efforts within the next year Email Marketing Facts & Trends
- 16. Benefits of Email Marketing Messages are TARGETED and reach a larger audience Immediate and direct interaction Messages are “personalized” Easy to track sales and user engagement
- 17. Boost customer loyalty and trust It’s simple and easy to use 24/7 unlimited global reach Save on printing and postage Benefits of Email Marketing
- 18. Text Message Marketing is the link between online marketing and offline marketing for many companies, replacing email in many ways as the preferred way to communicate with prospects and customers. Text message marketing is a permission based form of marketing, meaning that before sending a marketing message to someone’s cell phone a company, that person must have initiated the relationship by opting in to receiving messages from that particular company.
- 19. Text Promotions Have Over A 94% Open Rate! •Your Message Won’t Be Ignored – 95% of Text Messages are Read within 15 Minutes! • Reach Your Customers in Real Time, Wherever They Are – What If You Could Have An Extra 15-20 Customers On Your Slowest Days? • Increase Response Rates to as High as 35% - Mobile Coupon Campaigns are Generating Average Redemption Rate of 10-25%!
- 20. Most mobile users actively send and receive text messages Fast delivery Reliable Unlimited market reach Short, direct and to the point
- 21. Websites that are not mobile-friendly frustrate customers Could prevent them from doing business with you while on the go Could turn them off completely sending them to your competitors
- 22. Pages are more compact so that they are easily viewable on a smaller screen. Websites load faster to suit limited Smartphone capability. All data is simplified to make it easy to negotiate. Flash and other multimedia elements that are not compatible with all mobile devices are usually avoided.
- 23. Social Media is “media for social interaction and communication.” Enabled by easily accessible and scalable online platforms, social media has substantially changed the way consumers, businesses, and organizations communicate.
- 24. Consumer Usage Stats: Social media is the fastest-growing form of online interaction 91% of adults use social media regularly 53% of adult social networkers follow a brand 55% of consumers share their purchases on Facebook, Twitter, Pinterest, and other sites Social Media Facts & Trends
- 25. Social Media and Business Stats: Approximately 30% of companies are now using social media for business 87% of the Fortune 100 now use social media 80% of businesses use social media to monitor their competitors Social Media Facts & Trends
- 26. Social media is all about building relationships, not business transactions. Organizations must have a dedicated social media resource. Organizations should focus on cultivating engagement and not on figures.
- 27. Define your target audience and identify specific area of expertise. Content still reigns supreme in social media. Updates should be frequent and consist. Social media platforms should be manifested. Social media profiles MUST be impeccable.
- 28. Target your marketing efforts to different segments of your customer- base Ask your customers what they want via surveys – and then give it to them Always under-promise and over-deliver to build credibility
- 29. No matter how good your marketing strategies are… they won’t come back if your product or service is of poor quality Also focus on providing excellent customer service Keep all communications with your customers on a “personalized” note to build trust
- 30. Be Consistent and Create a Comfortable, Positive Tone Stay in touch on a regular basis with customers – do some testing to see how much is too much or too little Make sure your provide value in each and every communication you do to your customers Make sure your employees are happy and loyal; if not, their negativity could spill over to how they handle your customers
- 31. Getting Started Checklist This checklist will help you get started on the right path of implementing customer loyalty and retention strategies in your business. Once you’ve completed this critical stage of the planning process, you will be ready to move forward on the path of happy customers and long-term repeat sales.
Editor's Notes
- As a small business owner, you probably already know that customers are the bread and butter of your business; it simply will not survive without them. But how valuable is a “loyal, repeat” customer to your business? Have you taken time to really think about that? Successful companies all over the world recognize the importance of getting “new” customers. However, many of them almost ignore methods that help them keep their “existing” customers coming back to them on a long-term basis. This is either because they don’t know how to get them to come back or they don’t take the time and necessary actions to make it happen. Either way, in order to take control of your local market, your business must place some emphasis on building customer loyalty. If you stop to think about it, repeat business is much easier and less expensive to get than brand new business. In just about any industry that exists, it is easier to get a customer whom has already purchased from you to purchase again… than it is to get a cold prospect to buy from you. Wouldn’t you agree? This is why focusing on efforts that will keep your current customers happy and satisfied is one of the most profitable investments you can make for your business. If your customers become dissatisfied or turned off to your business for any reason, they will quickly move on to one of your competitors. Once that happens, it may be extremely hard to get them back. In addition to that, you should also start using marketing tools and techniques available to you that naturally produce loyal customers as well as repeat sales. One of the most common mistakes many small businesses make is that they spend a lot of energy trying to get “new” customers; while ignoring retention efforts to keep their “existing” customers coming back. In other words, they allocate most of their budget to getting new customers to come through the doors, but hardly invest any of their marketing dollars on keeping their existing customers spending money with them. Let’s clarify the main point here,,,,,,,,,,,,,,,a successful business is not about who gains the most new customers; it’s about who gains the most PROFITS in the end. A true “loyal” customer is cultivated over time; not one who makes a couple of purchases and they’re gone. Business owners who only focus on attracting new customers usually find out the hard way that many of their customers won’t stick around for the long-haul. Therefore, instead of looking for a million of ways to attract “new” customers, companies must put more attention towards their existing customers. Let’s dive in here and see how important this strategy is and how YOU can get YOUR Business on the Loyalty and Retention Track!
- What is customer Loyaly/Retention? Simply put, this is the act of applying effective strategies and techniques that prompt your existing customers to use your company whenever they are in need of your type of products or services in the future; turning them into long-term, loyal customers. Of course, customer loyalty heavily depends on how good (or bad) your products are – as well as how good (or bad) your customer service is. However, without solid processes that actively keep your existing customers coming back, even the best products and best customer service won’t keep your business afloat alone. Some companies already understand that REPEAT business should be one of their top goals; so they are aggressively implementing powerful customer loyalty and retention strategies. What does this mean for your business? Well, if you are not on the same track, you could be losing some of your customers to your competition. Not only that, but those competitors are probably using customer retention tactics that will make your customers STAY with them. A loyal customer can be further described as: Someone who makes regular purchases from you Someone who purchases multiple products and services from you Someone who refers others to your company Someone who ignores the competition Loyal customers are hard to come by; so HOW do you make it happen? By Making it a TOP Priority!
- Why Should Customer Loyalty & Retention be a Top Priority Getting “new” customers is much harder and more expensive than getting repeat sales from “existing” customers So why is customer loyalty and retention such a big deal these days? Well, it’s always been a big deal actually. However, this topic is broader these days and is becoming more complex by the minute. Customer loyalty and retention is about much more than points, discount cards, miles, and rewards; it is also about the processes, strategies, and ideas you use to build relationships with your customers. Today, technology has changed the way companies interact with consumers. This interaction involves a much deeper level of engagement, which their customers have come to expect. Customer engagement is the journey that leads to customer loyalty, which is the destination. In other words, deep customer relationship-building is the new way to keep them coming back for more. Let’s take a look at some facts that confirm just how critical it is to keep your customers SATISFIED… Attracting a new customer costs 5X as much as keeping an existing one 89% of consumers began doing business with a competitor following a poor customer experience Emails targeted to customer loyalty programs have a 40% higher open rate
- Not having a Loyalty and Retention plan as a Top priority is a bad idea because’ IT WILL COST YOU MONEY! Let me say this one again! 89% of consumers began doing business with a competitor following a poor customer experience ( RightNow Technologies ) Poor customer experiences result in an estimated $83 Billion loss by US enterprises each year because of defections and abandoned purchases ( Parature)
- Keeping customers in the family makes you money Unhappy customers are more likely to tell others about a negative experience… than satisfied customers will tell about a good one ( Harvard Business Review ) 25% of customers are likely to say something positive about their experience 65% are likely to speak negatively 23% of customers who had a positive service interaction told 10 or more people about it 48% of customers who had negative experiences told 10 or more others
- Because the tools to succeed are easy to use and very effective Email and Mobile coupon usage is expected to soar; by 2016, the total redemption value of mobile coupons alone will be more than $43 billion ( Juniper ) Customers who engage with companies over social media spend 20% to 40% more money with those companies than other customers ( Bain and Company ) 80% of a company’s future profits will come from just 20% of their EXISTING customers ( Gartner Group ) What do these numbers mean to you and the success of your company? Have you evaluated your customer retention rate? Do you have a plan to keep your customers?
- How Can Customer Loyalty and Retention Help Your Business Financially? By Reducing Marketing, Advertising, and Acquisition Costs - when you are actively keeping your happy customers coming back, you’re not so stressed about spending a lot of your budget on bringing in brand new customers. Besides, once you have a long-term customer, you don’t have to spend any additional money to get them because you already have them. With Reduced Customer Turnover Expenses – losing customers costs you money because you have to bring in new ones to replace them. When you constantly make your customers feel satisfied, they stay. This, in turn, leads to fewer customers you have to replace over time. Increased Up-selling and Cross-selling – when your customers stick with you, they tend to spend more money with you as time progresses; creating a stronger cash flow. Whether it’s brand new products and services that you offer… or existing, long-term products and services, a loyal customer is likely to try it out if they’re happy. Bottomline -Increasing Overall Loyalty Equals More Profits – studies show that loyal customers can help you boost your profits by about 25 percent. So, this means automatic sales growth for your company, which is always good. If you can manage to keep a bulk of your customers with you, you can expect to see some nice returns.
- Increase Referrals – your satisfied, loyal customers will refer anyone who needs your product or service to you – without any additional effort on your part. You can look at it as free advertising. When your loyal customers start to refer others to you, your profits naturally go up even more. Boost in Brand Recognition and Awareness – when your customer-base grows bigger and stronger, your company’s brand naturally becomes more recognizable as more people talk about you. Fewer Adjustments Needed - if you have built a network of loyal customers who love the way you do things, you won’t have to implement a lot of changes trying to cater to new customers. In time, you’ll be able to familiarize yourself with the demands and needs of your loyal customers… allowing you to focus on satisfying their needs. Less Time Spent Creating New Relationships – yes, getting new customers is important in your business. However, it takes a lot less time, money, and effort to keep your existing customers satisfied than it does to woo new customers. Existing, Long-term Customers are More Forgiving – every company makes a mistake every now and then. It’s how your customers react to the mistake that can cause problems. While your newer customers may be quick to make negative remarks about your company in the case of a mistake, your long-term loyal customers are more forgiving since they “know” you. This negativity can impact your ability to get new customers. More Feedback and Suggestions – your loyal customers can offer great feedback or suggestions for your business since they understand your company operations and processes. Ultimately, they can help you enhance your products or services, which will lead to more sales. In a nutshell, customer loyalty is a real emotional attachment between your customers to your brand. This happens when your customers appreciate everything about your business; as a result, they choose to keep doing business with you… which leads to more sales, profits, and return on investment (ROI).
- Now, let’s take a look at some reasons why some customers will choose to do business with you again – instead of running off to one of your competitors… What Makes Customers Come Back To Do Business With You? They feel appreciated - simply saying “Thank You” to them is one way to make your customers feel special. It’s a no-brainer for companies to thank their customers after buying something; it’s just proper business practice. This is a very effective way to show how much you appreciate them. They received prompt service from you - even if a customer raises a complaint, your company can shine based on how you handle that complaint. There’s nothing more disappointing than hearing that customer is unhappy with your product or service. However, if you take steps to correct the problem right away, the customer will likely do business with you again. They find tremendous value in your product or service - when your customers are happy with your products and services, they’re more likely to come back to your establishment – it’s as simple as that. Why keep shopping around when they can get just what they need and/or want from you? They come back because you invest in them – making your customers happy also involves giving away some freebies or special steep discounts every now and then. While you don’t have to do this all the time, whenever you do, your customers will greatly appreciate it. Giving your customers more than they expected will put your company in a position to keep them around a lot longer. They can get special discounts going forward – if everything went well on their first visit, first-time customers will definitely come back if they signed up for your loyalty and rewards program. These are some of the common reasons customers will return to your company to do more business. On the flip side, why do some customers choose NOT to come back? There are many reasons customers will do future business with one of your competitors instead of coming back to you... Are you aware of potential problems with your company that will cause some of your customers to stray? Many businesses are not… which is a huge mistake.
- What Makes Customers Choose NOT to Come Back To You? You are not staying in touch with them – your customers come in and make a purchase… then they’re gone. Is that how you want the relationship to end? Of course not. What you really want is for them to come back over and over again to purchase more. The only way to achieve this is by staying in touch with them. Whether it’s via email, text messaging, direct mail, phone, mobile app, or other forms of technology, establish some type of connection with your customers for an on-going relationship. Your staff was not attentive or they were rude – no one likes to be treated unprofessionally when doing business with a company. If a consumer experiences unprofessional, rude behavior by one of your staff members, they’re as good as gone in most cases. Rude behavior is almost like a slap in the face. Therefore, top-notch customer service must be stressed and practiced by everyone in your company. You were pushy or hard-selling – whenever a customer feels like they’re being “sold-to,” a red flag goes up immediately. Put yourself in their shoes – do you like aggressive sales people? Therefore, make sure your employees do not pressure your new customers to purchase your products or services – otherwise, they won’t return. They did not feel appreciated – there are many different things to show your appreciation for your customers – and every time you fail to show them your appreciation, you missed an opportunity to make them want to come back. Your product or service didn’t meet their expectations – nothing else matters in marketing if your product or service is not up to par. Most of the time, when a customer receives a bad product or bad service, you may as well call it their last visit – they will not be back. Your product is not priced appropriately – when pricing your products and services, be sure they make sense and are in-line with your competitors’ prices. Your customers will run far away if they feel like you’ve milked them when it comes to prices – especially if they already know that they can go elsewhere and get the same product or service for a much better price. On the other hand, selling them something at a very cheap price could make your product or service appear to be of “poor-quality.” So be careful with that as well. Any business today should strive to keep their loyal customers coming back for the various reasons mentioned in this report. Clearly, building local customer loyalty will help you boost profits in the process. There are so many benefits of building stronger relationships with your customers that we couldn’t possibly cover all of them in this short report.
- The Answer is With The SMART Local Marketing System
- Your Local Marketing System includes truly state of the art retention tools that will quickly grow your lists with and then target your customers with offers they won’t resist! You are all familiar with thse three technologies =email , Text messaging and Social Media………………most people are so lets take a closer look at them starting with email ……
- Email marketing, unlike most marketing strategies, is kind of personal because you are able to send emails directly to individuals who have given you their email addresses. It means that you now have a chance to build a close relationship with your customers and potential customers whom you may have otherwise lost complete contact with. Keep in mind that as you strive to grow you mailing list and fill it up with happy, repeat customers, some of your competitors are also doing the same. This means that you should put a little extra fuel into your campaigns to insure the best results. Therefore, one of the most important aspects of email marketing is giving your subscribers something of value on a consistent basis. This could include helpful hints and tips related to your industry, instructional tutorial videos related to your industry, or simply great information that they would find useful.
- While sending out promotional offers is good from time to time, the real power lies in your ability to make your list know, like, and trust you by giving them something they want to read about. Once you do that, the possibilities are endless as you will eventually have a list of loyal customers who look forward to seeing your next email. Once you get to that level, the increased sales and profits are inevitable. Many businesses make the mistake of spamming their email list with constant promotional emails. This could cause your customers and potential customers to quickly unsubscribe from your list. Not only that, but it could leave a bad taste in their mouths and prevent them from doing any further business with you at all. Instead, they’ll run right to one of your competitors. Building customer loyalty through email marketing is pretty simple once you understand how it works. While email marketing is a great way to keep in touch with your customers and potential customers, it is crucial that you do give them what they want without bombarding them with offers to purchase something. Instead, keep them engaged with awesome content that they can’t wait to share with their friends, family, and colleagues – which instantly creates a viral marketing funnel for you.
- Text Message Marketing is becoming the go to link between online marketing and offline marketing for many companies, replacing email in many ways as the preferred way to communicate with prospects and customers. The opt-in part of Text message marketing is very important with significant fines for not being compliant- so you must know SMS text message marketing is a permission based form of marketing (OPT-IN), meaning that before sending a marketing message to someone’s cell phone a company, that person must have initiated the relationship by opting in to receiving messages from that particular company.” Text Message Marketing CAN PROVIDE immediate results from each campaign- IT needs to be considered a long term strategy………….to do so you must treat your customers with consideration and respect their time by providing useful information and/or valuable coupons in every message, you can build up a very positive customer relationship using Tex Message Marketing
- Advantages of Text Marketing Text Promotions Have Over A 94% Open Rate! Your Message Won ’t Be Ignored 95% of Text Messages are Read within 15 Minutes! Reach Your Customers in Real Time, Wherever They Are – What If You Could Have An Extra 15-20 Customers On Your Slowest Days? Increase Response Rates to as High as 35% - Mobile Coupon Campaigns are Generating Average Redemption Rate of 10-25%!
- Text Message Marketing & Text Coupons Most mobile users actively send and receive text messages Fast delivery Reliable Unlimited market reach Short, direct and to the point
- We really can’t discuss Mobile marketing without mentioning Mobile Websites Mobile sites are currently in huge demand. Every second business owner we speak to seems to be saying “Yes, I know I need a mobile site and I’ve been planning on doing something about it The fact is, the vast majority of businesses are without mobile sites and business owners are now starting to realize that soon, most local business searches will be done from a mobile device and a Mobile Friendly Website is a necessity for their business going forward Obviously-It is up to you which tools you choose to help you work towards attracting new customers and keeping the ones you already have. However Having a mobile friendly website will work in your favor and help local consumers both new and current choose your business over your competition: You need to have a website that is mobile-friendly and easily accessible by mobile phone users in your area because people are using their mobile phones to access the web to search for local products and services while on the go. All standard websites can be accessed via a Smartphone, but mobile websites are specifically designed to suit the device's small screen, slow speed, and limited functions. Mobile sites show users exactly the same vital information, but in a way that it is easier and faster to navigate. By creating a mobile website for your business, you will be able to make the most of the new advertising opportunities that this technology offers. A good mobile site loads faster, gives them the exact information they need, and is easy to navigate.
- Key Differences Between A Mobile Website And A Standard Website Pages are more compact so that they are easily viewable on a smaller screen. Websites load faster to suit limited Smartphone capability. All data is simplified to make it easy to negotiate. Flash and other multimedia elements that are not compatible with all mobile devices are should be avoided.
- Since being introduced in the mid 1990's social networking sites have revolutionized the way we do business online. With instant access to your target audience, and the ability to keep a steady pulse on what our market is currently interested in, it has never been easier to connect with potential buyers and long-term customers. Social networks provide people with the opportunity to create profiles, blogs and personal pages that reflect their individuality, interests and experiences. It puts people in quick contact with old friends, or helps them make new ones. When it comes to generating new interest or exposure for your online business, social networks can help you quickly locate potential buyers, connect with authority figures, expand your outreach and even conduct niche research to determine current buying patterns, trends and overall demand.
- There are literally hundreds of social media sites that have sprung up over the last few years. However due to the time involved with engaging and interacting within these communities while establishing credibility in your market in order to build the most effective marketing campaigns, you'll want to focus only on the most established, active social community sites. Today, social media platforms have invaded and taken over public consciousness. It has become a big part of day to day routines and an indispensable communication tool for people to connect and stay in touch. Consumers have used social media presence as one of the integral basis of a company’s legitimacy, reliability and viability. Businesses today are judged based on their Facebook or LinkedIn profiles, and consumers expect companies to respond to the concerns and queries they have tweeted within the day or within the hour. The social media is a rising platform for users to voice out opinions and share their thoughts/ideas with other people (as every unique individual thinks and functions differently due to cultural, political, economic and geographical differences). With the advent of social networking sites such as Facebook, LinkedIn and the famous micro-blogging site - Twitter, the world has seemingly shrunk to a much smaller size. Consumer Usage Stats: Social media is the fastest-growing form of online interaction 91% of adults use social media regularly 53% of adult social networkers follow a brand 55% of consumers share their purchases on Facebook, Twitter, Pinterest, and other sites
- Social Media and Business Stats: Approximately 30% of companies are now using social media for business 87% of the Fortune 100 now use social media 80% of businesses use social media to monitor their competitors
- The Golden Rules of Social Media Social media is very complex and a constantly evolving medium. It’s no wonder why many businesses struggle to figure it out and keep up. While a number have enjoyed quantifiable success, there are also many who failed, and the rest have still yet to figure out their social media strategy. Failure is often brought about by overlooking the importance of understanding the concept of social media. The very basic question as to “why people engage in it?” as well as “what are the unwritten rules governing it?” While it is true that social media gives businesses free exposure, many organizations fail to carefully plan the message they want to convey, as they would have normally done for any expensive ad campaign. Consider this: In the joint study conducted by Facebook and Nielsen back in 2010, the report revealed that the following benchmarks are used on social media for enterprise: brand awareness, ad recall and purchase intent. It is not surprising to note that in the study, it was found out that social media has been able to generate significantly far better results than traditional marketing approaches and campaigns. Much like dating, any organization needs to woo, nurture and meet the needs of their network. To help you out, below are the following rules that apply to any type of social media user, whether individual, business or non-profit. If you seriously want to harness a powerful platform to propel your business, acquire new clients, increase sales as well as enhance brand awareness, here are the golden rules you should abide by and respect: Social media is all about building relationships, not business transactions . Any attempt to overtly sell a certain product or service can easily damage your online presence. Consumers no longer have to think of excuses and come up with a polite “no” to a persuasive sales person, all they have to do is to click the “unfollow” button. Don’t make the blunder of using an autoresponder to thank individuals who decided to follow you on Twitter. Organizations must have a dedicated social media resource . Don’t make the mistake of assigning anyone to handle your social media campaign. The person or resource must be qualified and able to work independently as your social media evangelist delivering the right message for your audience Organizations should focus on cultivating engagement and not on figures .- high statistics do not necessarily mean success in the Social Media World. Success is based on the effectiveness and the acceptance of your message by your targeted audience- focus on the content and the results will follow
- Define your target audience and identify specific area of expertise. Don’t try to cater everyone by being all things to all people. If you are truly keen to reaching power users, key decision makers and influencers, your content should be designed around your market. Content still reigns supreme in social media. As stated, social media is not a place to publish your award-winning sales pitches. Posts should be clear and concise, not emotional or impulsive. It should be carefully constructed and always politically correct. Twitter posts in particular should be free from any gimmicks or hidden strings attached but instead provide information, free resources and best practices. Updates should be frequent and consist. Social media campaigns are long-term and ongoing efforts, and work as an integral part of the company’s online presence. It is not an 8 to 5 weekday job. It is generally best for posts and updates are published daily, no more than 7 to 9 times. Social media platforms should be manifested. All social media streams and accounts should be lined to all pages of the website, include all the “like”, “follow” and “tweet” buttons. Social media profiles MUST be impeccable. Profiles are the first and most viewed page in social media platforms. But all too often, it is the most ignored aspect. All elements, including background, images and messages should be consistent with the corporate image and brand.
- Want Retention? Want Loyalty? Make it ALL About Your Customers Specifically Target your marketing efforts to different segments of your customer-base Ask your customers what they want via surveys – and then give it to them Always under-promise and over-deliver to build credibility LETS FOLLOW UP ON THIS ONE
- Providing a Quality Product and/or Service No matter how good your marketing strategies are… they won’t come back if your product or service is of poor quality Also focus on providing excellent customer service Keep all communications with your customers on a “personalized” note to build trust
- Final Thoughts Be Consistent and Create a Comfortable, Positive Tone Stay in touch on a regular basis with customers – do some testing to see how much is too much or too little Make sure your provide value in each and every communication you do to your customers Make sure your employees are happy and loyal; if not, their negativity could spill over to how they handle your customers
- Obviously, acquiring brand new customers is always a good thing. But your ultimate goal should be geared towards converting them into long-time loyal customers who will buy from you over and over again. We help local businesses implement strategies that assist them in generating more repeat sales from their existing customers using our SMART Local Marketing System.