Visibility is Key to Customer Retention and Keeping Customer Relationships | Shirley Chio

Visibility matters for user relationship management and retention, and is often seen as the missing link that is predictive of a business success or failure. Many are saying that doing business without building brand awareness would sound like winking at someone in the dark. However, there is no shortage of resources to show you how to best use the social media in lengthy tutorial options. Unfortunately, its widespread adoption usually comes the inevitable and overwhelming amount of noise to sift through, because people naturally populate the extremes from the mundane to the outrageous and angry. In fact, customers and leads check out your social media every now and then before they start the buying process. Because of this trait, I would say that the best action plan of any business is maybe revisiting social profiles as well as reviewing content relevance in order to attract the right audience and possibly create relationships. The goal of your social profile is mainly to build and nurture relationships, encourage to increase following, and then convert leads into paying customers without the usual pitch. No selling! The simplest way to do this is to create familiarity using social media content marketing and just draw attention beyond the confines of your social feed.

When it comes to customer relationship management and retention, visibility is key! One way to get it right is asking the question about how to monetize ads within your content. How do you keep the visitors coming and as a result keep the flow of your money by earning through the ads? You may need a content strategy and good visuals to create a blast. Figure it out. Without a strategy, that CRM software cannot be maximized by the marketing and sales team. As we all know, events have long been the staple of strong marketing and traditional PR effort but with what’s trending now, using social media content marketing happens to be the most cost effective. Although everyone does them, only a few are worthy of the attention. Make it happen. Just post it!

Reposition your brand and improve the way you connect and engage with your leads and customers. Understand that better customer experience and the quality of service always drives customer retention and are less likely to churn prospects. At present, many companies interact more frequently with customers in social media oftentimes making it part of their customer service. Without a software, managing customer relationships and doing data analysis would be nearly impossible especially when your customers are in the thousands. Some of the main areas where CRM is used include customer service, marketing, and tech support. Without the proper CRM, each of these aspects could falter and create a very bad experience for customers and users.

You can take corrective actions such as the implementation of a good retention strategy that can make your system improve customer loyalty. Understand that visibility and findability are the most fundamental yardstick against which to measure how well your company and products are known to both your existing customer base and potential customer base. Companies with high visibility are more successful than those with low visibility which on the internet, visibility may revolve around the question of when people search for your product or service, do they find you instead of your competitors? This is called findability!

I hate to tell you this but I do not like the idea of automation in any user experience touchpoints. You can drive rich and personalized engagement with customers and retain them longer only when you send them to a human being who can empathize and emotionally connect with them rather than an AI robot who oftentimes irritate you when they only function as programmed. Even today, I would prefer calling customer service answered by a human. One hallmark of a successful small business is focus and empathy not an AI driven question and answer exercise. It feels so cold and distant when you interact with an AI.

We are living in a highly competitive marketing landscape and data driven marketing is important now more than ever. You must show the value that your advertising campaigns and social media posts are creating for the business including a good explanation or justification of your marketing spending. Focus on the areas of branding, customer relationship management, and getting insights from real time data. Customize and optimize your marketing strategy. Know your metrics! There are simple rules you can apply but as always, make your touchpoints a priority. And in doing so, improve your personal capability to communicate better with others and serve them better in different ways.

You can’t afford to lose more customers and I guess it is high time you leverage data-driven insights to engage proactively, avoid churn and seize upsell opportunities. Identify, categorize, and monitor the engaged customers and target market events, activities and behaviors that would indicate when they need attention and why, so you can proactively engage with accounts and get them back on track and capitalize on growth opportunities. The idea is market segmentation in your CRM. To serve your leads and customers well, it is highly recommended that you do market segmentation. Considering that your marketing strategy deals with people of differentiated taste and businesses with different needs, having one solution on the same problem may not serve the purpose. Start market segmentation and ensure guaranteed satisfaction. Make your customers happy.

Improving customer retention and optimizing the customer experience sometimes start with the characteristics and culture of the organization so don’t fail to revisit what you have been doing. Because customer loyalty and revenue are both qualities that affect a company’s earnings, the organization need to form a culture that is customer centric which uses a simple CRM platform and metrics that would make customer relationship management pretty simple and less complicated. Any company can surely benefit from maintaining a record of which conversations, purchases and marketing material can be associated with the kind of options and decisions these leads and customers have taken.

I repeat – just keep everything simple especially the CRM platform. The strategic advantage of using a simple CRM app is that it makes your employees feel more in control rather than let the platform control their ability to incorporate instincts on data which allows them to be more efficient. In short, simplify complex customer interaction.  Make it fun, pleasant, and flowless so it be easier to optimize customer satisfaction. What really counts is what we do at the moment of truth when we’re serving a customer because it is in that moment that customer service largely becomes instinctive. Our personalities, training, and experience combine guide the customer service representative instinctive behaviors while serving customers. Remember, customer service representatives in all its form actually represents the brand and the business.

What companies don’t realize is that even though their view on CRM has not changed, the game has been dramatically altered. Customer don’t simply go to customer service sites or make calls anymore simply because they can send messages via Facebook or tweet their concerns. If they feel they have had a bad experience with a company, then they will pack up and take their business somewhere where they feel valued. It’s no longer about who has what, but how businesses handle their inquiries and needs.

At its core, a CRM app creates a simple user interface for a collection of data that helps businesses recognize and communicate with customers in a scalable way as well as help businesses build a relationship with their customers that in turn, creates loyalty and customer retention. It is actually a lead generation tool you can review past customer data such as purchases and service satisfaction. It is much better to start using a simple user friendly CRM for your business before it becomes necessary. Leverage a deep understanding of your users, their needs, and their intent to drive more revenue and guarantee long term retention through your CRM app. You really need to set one up in order to efficiently manage prospect and customer interactions so you may improve business relationships in real time.

It’s hard to alter our instincts when there’s imminent pressure to perform. However, we can influence our instincts before or after experiencing a moment of truth. Reflect upon what went well and what didn’t in your experience. Record the user experience as well as the feedback in the CRM. Though you live a world that is data rich, insights can be truly poor that customer service may need to make use of instinct to innovate. How to do things differently?

Start by listing tasks needed to be done with customers. Watch how real people act in real time situations in real life events. Take note of emotions and perceptions because that’s where the magic happens! Instinct and reason have developed an approach that proves the role of CRM in being selected as the customer choice while price still makes a solid contributor. However, customer service still has the cutting edge in dominating retention and boosting the brand’s appeal when it comes to user experience and touchpoints. Of course, this differs by market segmentation. Keep in mind that a brand not only influences the product and service choice of customers but also the customer journey and the experiences they have.

From the customer’s standpoint, they find ways to get to where they want to be or get what they feel they need to be happier. About 9% leave because the competition provides something they seek that you do not carry while 68% quit because of an attitude of indifference or rudeness. Regardless of what product or service you provide, know that the customer is the one who pays for the goods and ultimately determines the success of your business. If the customer perceives value, then they become a brand advocate and encourage others to support the business through word by mouth advertising. While most customers enter a business looking for a particular item, the quality of their experience during the transaction determines if they will return. The actions of every employee who interacts with a customer leaves an impression of that business.

The kind of customer service that brings customers back again and again does not just happen. It takes forethought, planning, and training on the part of the business owner to establish a program of customer service that not only keeps customers happy but makes them the best marketing tool for the business. Do you want to achieve something out of the ordinary? Then find the right business that you can scale up fast and the right people who would appropriately represent your brand including selecting the right CRM tool to help dissect customers for possible insights and brand recognition.

Shirley Chio
Your Arm Extension |
Social Media Content Marketing Lead Generation
Let me Help You Build your Brand Online!
(Work from Home Virtual Assistant Philippines)

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