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3 Ways To Build Customer Loyalty During A Crisis

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As we battle the current pandemic that is COVID-19, it’s important for marketers to keep their customers, or potential customers, at the forefront of their decision-making process. This might seem obvious so let me explain.

When I say, “keep the customer at the forefront of the decision-making process,” it isn’t just about the “put the customer first” or “the customer is always right” mindset. Instead, it’s about truly considering how the things going on in the world today are impacting the customer. This will differ from industry to industry.

Your brand might be in the higher education industry and potential students are worried if they’ll be able to start school in the fall and what that looks like. Your brand might be a retailer and your customers are worried about where their products are shipping from or how delayed their orders might be. Your brand might be a SaaS company and your customers are worried about going back to work soon and wondering what that looks like.

I do want to preface the rest of this post by saying that there’s a balance that has to be considered. Customers and prospects might be tired of seeing so much content surrounding the pandemic. Therefore, we need to be confident that any of the below strategies that we implement are going to improve the relationship between our brands and our customers, not harm it, and we want to bring a sense of calmness or relief, not fear.

Whether you’re able to advertise your brand during this difficult time or not, the three strategies we’ll discuss today are important for all businesses with an online presence. They will help your brand gain more customers, build loyalty, and increase the lifetime value of its customers.

1. Address The Crisis To Build Trust

Not addressing COVID-19 and the impact it’s having on your business could drastically affect users’ impression of your brand. Regardless of the industry that you’re in, COVID-19 is impacting it. If brands show their awareness of the pandemic and the impact on their business, users will have more trust and respect for the brand. See some excellent examples across varying industries simply addressing the impact, even if the impact is minor.

Education:

Retail:

2. Proactively Set Shipping Expectations

The longer people are forced to stay home, the more likely they are to shop online and the more they’re going to be okay with shopping online. It’s important that e-commerce/retail brands take this into consideration and proactively set expectations. As I mentioned earlier, it’s also important to alleviate uncertainty and instead ensure your customers feel their needs are addressed.

Some common shipping questions include:

  • How quickly can I expect my items to arrive?
  • Will shipping take longer than usual?
  • What precautions are the shipping team taking to make sure our items go out safely?

Below are two examples I have come across in the last week:

3. Be Generous To Your Customers

Take time to consider how your brand can be generous to a user or customer now in order to create long-term value for your company. When you put the customer first instead of the business’s needs, you improve the customer relationship. This increases the likelihood that they continue to engage with your brand for the long-term. Here are just a couple of examples of brands making sacrifices so that customers have what they need while they’re staying at home in hopes that the brand may gain long-term customer loyalty.

SaaS:

This company is addressing all of the companies who are working remotely and need a way to keep their employees engaged, feeling heard, and moving forward.

Fitness:

After using quarantine to get myself active, I noticed Fitbit was extending their free trial period from 7 days to 90 days.

Final Thoughts

There’s a chance these three strategies may have seemed obvious to you, or maybe you’re already doing them. That’s great! Maybe you’re thinking, “Yes, we’ve done this and now we’re coming out on the other side and things are starting to open back up. Now what?” You need to consider your entire customer base. So many countries, and even states, are at many different stages of this pandemic and therefore, are being impacted differently. Considering your entire customer base will ensure your messaging addresses as many concerns as possible.

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Maybe you’re actually using this time to put more effort into understanding your customers and improving your website. If that’s you and you’re devoting more time to CRO during a time where your business may be slow or your marketing efforts have been put on hold, I encourage you to check out our webinar, “Improve Your Website (And Sales) Immediately with CRO,” to see what best practices you can implement or improve on your website.

Everything covered in this blog is meant to help your brand better relate to customers. In doing so, you’ll increase the chances of gaining more customers, building loyalty, and increasing the lifetime value of these customers.

PPChero.com

MARKETING

8 major email marketing mistakes and how to avoid them

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8 major email marketing mistakes and how to avoid them

As email marketers, we know we need to personalize the messages we send to subscribers and customers. I can’t think of a single statistic, case study or survey claiming an email program of one-to-everyone campaigns outperforms personalization.

Instead, you’ll find statistics like these:

  • 72% of customers will engage only with personalized messages (Wunderkind Audiences, formerly SmarterHQ)
  • 70% of consumers say that how well a company understands their individual needs affects their loyalty (Salesforce)
  • 71% of customers are frustrated by impersonal shopping experiences (Segment)

But what marketers often don’t understand, especially if they’re new to personalization, is that personalization is not an end in itself. Your objective is not to personalize your email campaigns and lifecycle messages. 

Rather, your objective is to enhance your customer’s experience with your brand. Personalization is one method that can do that, but it’s more than just another tactic. 

It is both an art and a science. The science is having the data and automations to create personalized, one-to-one messages at scale. The art is knowing when and how to use it.

We run into trouble when we think of personalization as the goal instead of the means to achieve a goal. In my work consulting with marketers for both business and consumer brands, I find this misunderstanding leads to eight major marketing mistakes – any of which can prevent you from realizing the immense benefits of personalization.

Mistake #1. Operating without an overall personalization strategy

I see this all too often: marketers find themselves overwhelmed by all the choices they face: 

  • Which personalization technologies to use
  • What to do with all the data they have
  • How to use their data and technology effectively
  • Whether their personalization efforts are paying off

This stems from jumping headfirst into personalization without thinking about how to use it to meet customers’ needs or help them solve problems. 

To avoid being overwhelmed with the mechanics of personalization, follow this three-step process:

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  • Start small. If you aren’t using personalization now, don’t try to set up a full-fledged program right away. Instead, look for quick wins – small areas where you can use basic personalized data to begin creating one-to-one messages. That will get you into the swing of things quickly, without significant investment in time and money. Adding personal data to the body of an email is about as basic as you’ll get, but it can be a start.
  • Test each tactic. See whether that new tactic helps or hurts your work toward your goal. Does adding personal data to each message correlate with higher clicks to your landing page, more conversion or whatever success metric you have chosen?
  • Optimize and move on. Use your testing results to improve each tactic. Then, take what you learned to select and add another personalization tactic, such as adding a module of dynamic content to a broadcast (one to everyone) campaign. 

Mistake #2. Not using both overt and covert personalization

Up to now, you might have thought of in specific terms: personalized subject lines, data reflecting specific actions in the email copy, triggered messages that launch when a customer’s behavior matches your automation settings and other “overt” (or visible) personalization tactics.

“Covert” personalization also employs customer preference or behavior data but doesn’t draw attention to it. Instead of sending an abandoned-browse message that says “We noticed you were viewing this item on our website,” you could add a content module in your next campaign that features those browsed items as recommended purchases, without calling attention to their behavior. It’s a great tactic to use to avoid being seen as creepy.

Think back to my opening statement that personalization is both an art and a science. Here, the art of personalization is knowing when to use overt personalization – purchase and shipping confirmations come to mind – and when you want to take a more covert route. 

Mistake #3. Not maximizing lifecycle automations

Lifecycle automations such as onboarding/first-purchase programs, win-back and reactivation campaigns and other programs tied to the customer lifecycle are innately personalized. 

The copy will be highly personal and the timing spot-on because they are based on customer actions (opting in, purchases, downloads) or inactions (not opening emails, not buying for the first time or showing signs of lapsing after purchasing). 

Better yet, these emails launch automatically – you don’t have to create, schedule or send any of these emails because your marketing automation platform does that for you after you set it up. 

You squander these opportunities if you don’t do everything you can to understand your customer lifecycle and then create automated messaging that reaches out to your customers at these crucial points. This can cost you the customers you worked so hard to acquire, along with their revenue potential.

Mistake #4. Not testing effectively or for long-term gain

Testing helps you discover whether your personalization efforts are bearing fruit. But all too often, marketers test only individual elements of a specific campaign – subject lines, calls to action, images versus no images, personalization versus no personalization  – without looking at whether personalization enhances the customer experience in the long term.

How you measure success is a key part of this equation. The metrics you choose must line up with your objectives. That’s one reason I’ve warned marketers for years against relying on the open rate to measure campaign success. A 50% open rate might be fantastic, but if you didn’t make your goal for sales, revenue, downloads or other conversions, you can’t consider your campaign a success.

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As the objective of personalizing is to enhance the customer journey, it makes sense then that customer lifetime value is a valid metric to measure success on.  To measure how effective your personalization use is, use customer lifetime value over a long time period – months, even years – and compare the results with those from a control group, which receives no personalization. Don’t ignore campaign-level results, but log them and view them over time.

(For more detailed information on testing mistakes and how to avoid them, see my MarTech column 7 Common Problems that Derail A/B/N Email Testing Success.)

Mistake #5. Over-segmenting your customer base

Segmentation is a valuable form of personalization, but it’s easy to go too far with it. If you send only highly segmented campaigns, you could be exclude – and end up losing because of failure to contact – many customers who don’t fit your segmentation criteria. That costs you customers, their potential revenue and the data they would have generated to help you better understand your customer base.

You can avoid this problem with a data-guided segmentation plan that you review and test frequently, a set of automated triggers to enhance the customer’s lifecycle and a well-thought-out program of default or catch-all campaigns for subscribers who don’t meet your other criteria. 

Mistake #6. Not including dynamic content in general email campaigns

We usually think of personalized email as messages in which all the content lines up with customer behavior or preference data, whether overt, as in an abandoned-cart message, or covert, where the content is subtly relevant.

That’s one highly sophisticated approach. It incorporates real-time messaging driven by artificial intelligence and complex integrations with your ecommerce or CRM platforms. But a simple dynamic content module can help you achieve a similar result. I call that “serendipity.”  

When you weave this dynamic content into your general message, it can be a pleasant surprise for your customers and make your relevant content stand out even more. 

Let’s say your company is a cruise line. Customer A opens your emails from time to time but hasn’t booked a cruise yet or browsed different tours on your website. Your next email campaign to this customer – and to everyone else on whom you have little or no data – promotes discounted trips to Hawaii, Fiji and the Mediterranean.

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Customer B hasn’t booked a cruise either, but your data tells you she has browsed your Iceland-Denmark-Greenland cruise recently. With a dynamic content module, her email could show her your Hawaii and Mediterranean cruise offers – and a great price on a trip to Iceland, Denmark and Greenland. Fancy that! 

An email like this conveys the impression that your brand offers exactly what your customers are looking for (covert personalization) without the overt approach of an abandoned-browse email.

Mistake #7. Not using a personal tone in your copy

You can personalize your email copy without a single data point, simply by writing as if you were speaking to your customer face to face. Use a warm, human tone of voice, which ideally should reflect your brand voice. Write copy that sounds like a one-to-one conversation instead of a sales pitch. 

This is where my concept of “helpful marketing” comes into play. How does your brand help your customers achieve their own goals, solve their problems or make them understand you know them as people, not just data points?  

Mistake #8. Not personalizing the entire journey

Once again, this is a scenario in which you take a short-sighted view of personalization – “How do I add personalization to this email campaign?” – instead of looking at the long-term gain: “How can I use personalization to enhance my customer’s experience?”

Personalization doesn’t stop when your customer clicks on your email. It should continue on to your landing page and even be reflected in the website content your customer views. Remember, it’s all about enhancing your customer’s experience.

What happens when your customers click on a personalized offer? Does your landing page greet your customers by name? Show the items they clicked? Present copy that reflects their interests, their loyalty program standing or any other data that’s unique to them?  

Personalization is worth the effort

Yes, personalization takes both art and science into account. You need to handle it carefully so your messages come off as helpful and relevant without veering into creepy territory through data overreaches. But this strategic effort pays off when you can use the power of personalized email to reach out, connect with and retain customers – achieving your goal of enhancing the customer experience.

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Opinions expressed in this article are those of the guest author and not necessarily MarTech. Staff authors are listed here.


About The Author

Kath Pay is CEO at Holistic Email Marketing and the author of the award-winning Amazon #1 best-seller “Holistic Email Marketing: A practical philosophy to revolutionise your business and delight your customers.”

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