Guest post by Brooke Cade.
As a marketing professional, you understand customers are your firm’s most valuable assets. They are the key to your brand’s ultimate success and survival. However, dialing into customer loyalty and determining what it takes to improve customer retention isn’t always easy. It can be difficult just knowing where to start—do you conduct an online survey, do a market study, or conduct qualitative research with customers (or all of the above)? Getting a solid grasp on the customer experience can be a big investment, and you don’t want to waste time and resources on strategies that paint the wrong picture.
With these five steps, you’ll be able to infuse your marketing efforts with personality and relatability, making the relationship a much more enjoyable experience for your customers (and leading to greater sales down the road).
1. Make Their Experience Personal
A survey from the American Express Global Customer Service Barometer reports that American consumers value customer service over virtually all other aspects of business-consumer relationships. In fact, customers will spend an average of 14% more at a business who provides satisfactory customer service. Furthermore, 81% of survey respondents say they’ll continue to do business with a company if they receive positive customer support.