If they do have a complaint, you should get very personal with them in your connection. Check out Pizza Hut's example: Instead of offering them an add-on, ask them how they feel about a product and how you can help them with your offering.
Every interaction with them has to show that you care about them more than your profits. Did you know that it takes more than five times the resources to land a new sale than retain a new one? An extended warranty, semi-preferential treatment, special packaging, special rates, free shipping , no delivery charges- are all examples of value additions that you can offer almost for free.
After talking to their customer they decided to actually send a real person over and didn't charge the customer a single penny! Create meaningful interactions if you can, and purposefully create real avenues for conversation. Don't you just love this? Red Bull, one of the biggest beverage companies in the world with a roster of famous people that we love, freely interacts with their customers.
Social media can easily bridge the divide if customers perceive you to be too corporate. Check out how Grammarly's emails aren't annoying and make for a very casual read. In fact, you feel great about using their services and they can even encourage you to write some more! Whilst indirectly telling you they're helping you! Study their purchasing behavior and see how you can improve your products to match demand. Find out what makes them tick and adapt to that, it will all be worth it in the long run.
Although they have now moved this to their main Twitter page, it still serves as a good example of a company reaching out to their customers and asking them to get involved!
There are probably a hundred different CRM softwares for you out there and you shouldn't have any problems picking one out of the pack. However, realize one thing, most CRM software solutions are concentrated on sealing the deal. Look for one that helps you keep a connection going with your customer even after the initial sale. As I've discussed earlier, you need to nurture the business relationship that you have with your customer.
For instance, look at this random Buffer user. Understanding customer lifecycle value can be the single most powerful strategy to increase your revenue while keeping your marketing costs within or even below budget. This means your business will be more profitable if you take the time to develop and tailor your offerings according to a specific part of the customer lifecycle.
The customer lifecycle consists of several stages, each with separate needs, which can help determine what your next offer or action should be for individual customers. It has five stages: This is where you initiate the contact simply because you put an ad in the newspaper.
Or maybe one of their friends retweeted, shared or liked one of your posts on social media. Or maybe their neighbour told them about you. In this stage, they are getting familiar with your products and services with the help of your content, direct mail and sales representatives. Your marketing collateral should work in unison at this stage.
This means your website , online and offline marketing materials, and your messaging should be cohesive, interesting, and useful to potential clients and customers to avoid losing them. The conversion stage is where an interested individual turns into a customer. They might make a purchase, small or large.
During this stage, you should focus on nurturing the relationship and sell the experience rather than worrying about selling the most expensive item. The main reason behind this approach is so you can prepare or train them to repeatedly come back and make another purchase.
The last stage is customer loyalty , when a customer transitions from a one-time buyer to a repeat customer and a referrer of new clients and customers. Even though this is the most coveted stage of every customer lifecycle, you need to be aware of the fact that not every customer will get to this stage.
However, if your marketing is on point, then each new product cycle should earn you more customers. Now that you know what a typical customer lifecycle looks like, you need to know customer lifecycle value also called lifetime value so that you can make better financial projections when it comes to your marketing budget.
Customer lifecycle value is the amount of net dollars a customer contributes to your business over their life as a customer.
In marketing, customer lifetime value (CLV or often CLTV), lifetime customer value (LCV), or life-time value (LTV) is a prediction of the net profit attributed to the entire future relationship with a customer.
Increasing Customer Life Cycle Value Now that we have it all hammered down, let’s take a look at how we can increase the customer lifecycle and turn clients into clientele. The most important part of increasing the customer lifecycle value is the relationship that you have with your customer after the sale.
The Customer Lifetime Value (CLV) is a prediction of the total value (mostly expressed in net profit) generated by a customer in the future across the entire customer life cycle. CLV also comes from a CRM and database marketing background. Customer Lifecycle Management Insights and tools to help companies increase the satisfaction—and value—of their customers. Effective customer lifecycle management (CLM) can enable powerful customer interaction strategies that power significant business growth and profitability.
Customer lifecycle value is the amount of net dollars a customer contributes to your business over their life as a customer. Once you understand how much your customer spends and how often they buy, you’ll have a better sense for allocating funds into marketing campaigns and retention offers. In marketing, customer lifetime value (CLV) is a metric that represents the total net profit a company makes from any given customer. CLV is a projection to estimate a customer's monetary worth to a business after factoring in the value of the relationship with a customer over time.