3 Ways to Improve Customer Retention with Marketing Automation
Martech Outlook | Wednesday, September 02, 2020
Tracking customer behavior and interaction and tailoring how brands engage with those customers; accordingly, marketing automation can go a long way in helping brands enhance customer retention.
FREMONT, CA: Statistics demonstrate that improving customer retention is one of the most powerful ways to grow business. As much as it is vital to acquire new customers, it’s more profitable to retain the existing customers. And over the years, brands have gone crazy trying to please and surprise their customers. Strengthening customer relationships through marketing automation is the best way to help brands keep customers coming back to business, but it can also turn them into advocates and advisors for the business. Here are the top ways brands can use marketing automation to strengthen relationships with customers and improve retention.[vendor_logo_first]
• Seamless Customer Experience
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Letting customers merely drop off the radar once they make a purchase is far from a best practice. It will result in missed opportunities for the business and will create a poor experience for customers. When done correctly, the buyer’s journey should cycle through again and again on repeat, and efforts need to begin as soon as a purchase happens. In this sense, brands need to engage with customers to keep the business top of mind. For example, brands might offer proactive support and offers to incentivize them to return.
• Determine Readiness with Lead Scoring
How active or passive should brands be when engaging with existing customers is a needed question to ask. Brands should continue to assign customers to lead scores as they go through the buyer’s journey time and again to appropriately tailor outreach to where they are in the customer journey and to identify opportunities to keep moving them forward. Remember, in the case of cross-selling, and even existing customers need the appropriate nurturing to help them convert.
• Identify and Support Brand Advocates
Apart from the value returning customers bring as reduced acquisition costs and increased purchases, they can also become advocates of the brand and reduce the legwork for bringing in new customers. Marketing automation can help brands identify these types of customers by tracking their activity and further empower them to advocate for the business even further. If brands find that one customer has shared a few of the brands’ posts on social media, encourage them to do so by proactively sharing posts with them.
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