Different Approaches to Retention Marketing
When it comes to customers there are two ways to go about it. There is acquiring customers which means getting new clients that might have never heard about your business before and have definitely never purchased any of your products/services. The other side to this is retaining customers. This is the where the company is trying to keep existing customers by them continuously buying from you. Retention marketing is something that a lot of people might not be aware of but something that every company needs to be doing. There are different approaches to retention marketing which you might find useful.
One way of retaining customers is to send them exclusive deals for certain products or services that they either have bought before or haven’t tried yet. If you are sending offers to existing customers, you need to make sure that they are exclusive to them and not open to everyone as then it will seem special and that you have actually thought about the customers and appreciate them. An example of this could be at Blue Whale Media where we could send an exclusive deal to clients who have already bought a website and send them an offer for blogging or social media. It is all about furthering your connection with clients you know like your product or service and making them feel appreciated.
Customer feedback is the holy grail in any business. If a customer takes time out of their day to provide any thoughts about your business, how it’s run, the product/service or their experience, it will literally be the best thing you can receive. Even if the feedback you get is not what you expected, it gives you the basics to improve on the business or service. How does this link into retention marketing you might ask? If you are asking for customer feedback or sending out surveys to existing customers, not only are you making them feel like their thoughts are important, but you are also showing that you are willing to improve and develop which is what everyone wants. In addition to this, when you do receive customer feedback and you apply it, it might entice customers to stay with the company as they know their feedback is being actioned.
As well as exclusive deals, you can also focus on the personalisation of emails. Exclusive deals are great, but we understand that you can’t do this all year round as you want people to buy from you at full price too. A way that you can still send emails that are exclusive to existing customers is to send personalised emails for certain events such as their birthday, Christmas or other holidays around the year. Again, you might send a birthday email wishing them a happy birthday but add a specific offer as well. This will make the client feel appreciated and that you actually consider them as a client rather than just money and figures.
One way of marketing which is the easiest for you is word of mouth. This happens when your existing clients refer you to other people based on their experience. If someone refers you without you having to do any marketing, then it is a win-win situation. This might happen a lot with your company depending on what you specialise in but if it is happening then why not reward your clients who do refer you with a referral scheme. An example of this for Blue Whale Media is if one of our existing clients refers to another business to our company then we could send the existing customer a specific offer like free 4 professional blogs. This is something that will entice people in and actually make them want to refer you if they get something back in return. Doing a referral scheme like this is a great situation for you as you can new customers without having to do any marketing to them and you also get to retain a client.
How Blue Whale Media Can Help
As you can see, retaining customers is just as important as acquiring new customers. Whether you have a wide client base or not, you do need to think about how you can keep the people who do like your service and have spent money with your company. We understand that retention marketing can be a lot to do as well as acquiring new customers, especially if you are a small business. Our marketing team at Blue Whale Media have the experience and time to help you with your email marketing. To find out more, talk to our team on 01925 552050.