Today I would like to list some examples of campaigns that you can implement to retain your customers . These are tips or advice that anyone can carry out, although I tell you that the efficient way to do it is to rely on a Marketing Automation tool that automatically takes care of following up with our customers, especially in B2C markets where there are thousands of customers.
We need to identify the moments in which we can lose a client : when the contract with us ends, when the client has a complaint or claim, or inactivity on the part of the client.
Let's see what you can do to retain your customers with automated campaigns:
A. END OF THE CONTRACT PERIOD
Whenever a client's contract is coming to an end, there is a risk that they will decide not to continue working with us. It is time to take the initiative:
- Send a Survey. A satisfaction survey will allow you to know your customers' opinions regarding the service you provide them. Technology allows you to perform different actions based on your customers' responses, for example, sending a new communication or an offer.
- Send a reminder. Not only a reminder that their contract is ending, but gambling data indonesia you can use the communication to remind them why it is a good idea to continue working with you and renew their trust. As I mentioned before, depending on the client's behavior we can take certain actions or others.
- Send an Offer. This is an effective way to retain a customer. A little more aggressive than the previous ones, but certainly more affordable for the company than acquiring a new customer.
In the following image, I show you an example of an automated campaign that begins by sending an offer by email and ends with a call if the client is interested:
Retention Campaign Example
Retention Campaign Example
B. THE CUSTOMER HAS A COMPLAINT OR CLAIM
Most dissatisfied customers never complain, they just leave and you never know why they left. So a complaint or claim is a great opportunity to restore your customer's trust and prevent them from losing their relationship.
In the case of complaints, the best thing you can do is to address them and find a solution as soon as possible . However, there are other communications that you can generate in order for your client to feel cared for and reaffirm their trust in your work:
- Confirm that you have received the complaint. If you record your complaints in a CRM or similar, you can connect it to an Automation platform such as Delio to automatically trigger a communication that you have received the complaint and surprise your client, for example, by sending an SMS telling them that you are looking for a solution to their problem.Free Ebook: What you need to do to not waste a single lead
- Report the status of the claim. When we have an incident, we are not only worried about the problem itself, but also about not having information about the steps or actions that are being taken to solve it. You can connect your incident management software with your Automation platform so that customers have the information they need at all times.
- Send a final communication. Send a communication with a survey or an “apology” for the incident so that the customer feels supported and you help them regain their trust in your product/service.
C. THE CLIENT IS INACTIVE.
An inactive customer is one who bought from you once and you have never heard from him again. Although he is your customer, it will still be more profitable to reactivate a customer who has already trusted you than to get a new one. It is important to always gather as much information as possible about our customers in order to help them continue buying from us:
- Offers based on previous purchases . With the history of purchases that each customer has made, you can encourage them to make a repeat purchase.
- Offers based on your demographics or other information you have. These may be offers based on your age, gender, residence or other data such as your birthday when we send a special promotion, etc.
In short, Marketing Automation allows you to do more with less and not miss opportunities. I hope you find these ideas useful.
