Marketing Effectiveness

Retaining customer loyalty & engaging with them post sale

you have your customers

Now you need to keep them

 

When you think of retaining your customers, you most often think about through email marketing. A large part of it is utilising great email campaigns, however you also need to retain your social media following, as well as brand trust and loyalty in general.

Working with us helps to unstitch the retention silos and put a cohesive plan in place across all touchpoints.

Mystery shopping has traditionally been about monitoring customer service standards. We have extended this concept to build on a marketing mystery shop.

Deep diving into each customer touchpoint and scoring the marketing against a list of criteria, depending on channel and stage of their customer journey with you. 

Read more about Marketing Mystery Shopping 

Message testing uses a mix of Qualitative and ‍Quantitative research

Qualitative research relies on observation or non-numerical market research analysis, such as in-depth interviews. It’s ideal for getting a more rounded understanding of customer motivations and how messages from your b rand resonate with them.

‍Quantitative research collects hard data using techniques like surveys, polls, and other close-ended questions. It’s a scalable way to identify patterns and trends with both existing and potential customers.

Not all landing pages are created equal – and the structure, as well as the content, the CTAs and the messaging is just as important as the paid search or social campaign.

Customer experience is key to conversion – we evaluate the good, the bad and the ugly.

Working alongside you and your teams to demonstrate how important keeping your customers are, and creating retention targets and a strategic approach to map into your business objectives.

With systems and platforms in place, it can be easy to forget that once they are set up, that they have to continually evolve and be developed.

Understanding segmented data, automated workflows and customer behaviour can all be audited to give you the big picture of where opportunities are to stop losing customers and start engaging them in a meaningful way. 

HOW WE HELP you RETAIN YOUR CUSTOMERS

Customer Retention Strategy

We can either help you using a retention strategy template, or write a strategy document for you – we can scale up or down depending on your needs.

Customer Retention Objectives

Working alongside you and your teams to demonstrate how important keeping your customers are, and creating retention targets with you that map into your business objectives

Customer Retention Tactics

Once we have created a plan together, now it’s time to put the HOW in place. This will involve understanding what communication goes out why, to who, and when. 

Platform Set Up

Setting up your platforms can be done independantly, or alongside your teams. Ensuring the platforms are working to make your teams lives easier, driving results and giving better value to your customers

Your questions answered

Retaining your current customers increases word-of-mouth recommendations, brand trust and loyalty. Your existing customers are more likely to spend 30% more on a new product, service or offering than a first-time customer – you’ve already attracted them, it is more cost effect now to keep them.

We want you to retain customers across all of your marketing touchpoint, and not look at channels in silos. This takes time, effort and patience – things that we can help you and your team with.

A Customer Retention Strategy involves:

  1. Understanding your core objectives and matching them to what your customers objectives are
  2. Putting a long term plan in place to communication with your customers
  3. Knowing which channels need what communication
  4. Understanding the HOW – what needs to actually happen to put this in place

This all takes you up to the point of putting it in place – often a Customer Retention Strategy will also need to look internally at the WHO – who is going to do the work and then who is going to evaluate your results.

Of course! We would always recommend reviewing your marketing effectiveness, campaigns and technology, but if you just need us to help you with writing a retention strategy, then we are more than happy to help.

We want your customers to feel valued once they have made the decision to interact with you, and will help you explore the ways in which you can do this with existing and new customers.

Want to know more?

Get in touch below and we can have an informal chat to understand what your needs are, listen to the pain points and to understand your vision.

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