Are you having a problem with a high churn rate? If so, there are specific actions you can take to make sure that your customers stick around.
Let's face it. It takes a lot of time, energy, and investment to convert clients into paying customers. The last thing that you want is to lose them. This is why it is crucial to design a tight, intentional Go-to-Market strategy that serves the right people in the right way. With that, we need to always be building super-strong relationships with our customers that keep them engaged and taken care of.
2 Ways to Keep Customers Engaged and Excited
We tend to do a lot of work in the client acquisition phase and neglect servicing and nurturing our existing people. Here you’ll find three ideas on how you can continue to build the relationship with your customers long after they’ve purchased with you, ensuring their loyalty and gaining their referrals.
Double Down on Delight: The Delight phase is the 5th stage in the Client Value Journey. Oftentimes we stop improving and iterating on the delivery process and focus more on the product itself. Of course, whatever you sell needs to be amazing and get people the results it promises. However, we cannot discount the importance of not only offering a created product but also crafting a delightful experience long after the product has been delivered. There is a massive opportunity here to build trust and community. Don’t ask for the review or referral too quickly. Have it be a part of an ongoing conversation you have with your customers.
Nurture your Existing Customers: The Nurture phase is the 3rd stage in the Client Value Journey. It is the time after we’ve acquired the lead’s email address and now we are regularly communicating with them to warm them up before selling. This can be done via email newsletters, blog, podcast, social media. It’s the ongoing conversation we are having as a brand. While more of the content we create here is centered around adding value in the context of making that sale. I invite you to think about ways you can serve your existing customers at this phase as well. Can you shout them out in some way? Make them feel seen and heard?
Honoring your customers and making them feel a part of something is a big part of the equation in retention and how we create raving fans. Think about all the ways that you can build out a program to really maximize the excitement and joy your customers feel being a part of your brand and world? This could take the form of long-term, segmented communication or special shoutouts or benefits that you share in your greater community– helping to entice those who have not yet bought from you.
The possibilities are endless.
Need some help or inspiration? Shoot me a DM on Instagram, explain to me your challenge and I’ll share my insights.
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Victoria is a Marketing Mentor to early-stage founders. She has built compelling brands around the globe and has worked as a marketing director across several verticals. She is passionate about helping women think BIGGER about their businesses and giving them the tools to grow. She'd love to connect on LinkedIn or email her at firstname.lastname@example.org.