Just like any other piece of marketing, when automation systems first became popular, there were many hiccups to smooth out. However, now that automation concepts are more mainstream, it’s an easy and efficient way to help retain your customers. With automation software, CRM tracking, and many other tools at your disposal, you can feel more confident that you’re correctly using automation techniques. In order to make a seamless customer experience, there are a few ways to target marketing automation methods and ensure that you hang onto the client base you’ve worked so hard to procure.
1. Customers Want to Know They’re Being Heard
If you’re a rather large company, you most likely field a lot of feedback responses per day. Calling a customer service phone number is soon going to be a thing of the past, and being kept on hold to talk to an agent after a bad experience wasn’t a great way to improve customer retention anyway. Make sure that you have automated software in place to respond to each email and contact form sent via the web. Most customers are savvy enough to know that they’re not going to get an immediate response after filling out a contact form. However, knowing that their response was received (via email or text) is a great way to procure some customer loyalty. Another good thing to add to this automated message is an alternative, quicker ways to contact the company (such as live chat). Depending on the nature of your company, this may be a good way to send out a coupon/savings email for their next purchase, now that you have their information.
2. Marketing Automation Provides Stability
Automation provides you with the means to be able to make all of your responses alike and streamlined. If everything is automated, your client base won’t get different-sounding emails, texts, and ads from different platforms. This can get confusing. If a customer is loyal and has a long-standing relationship with you, they want stability. If they’re used to a sale email with a coupon code on Thursdays, don’t change it up. Make personalization a number one priority with any type of targeted email or text.
3. Always Follow Up
Whether a customer contacted you over a negative experience or a positive one, a follow-up contact is a great idea to retain customers. It doesn’t necessarily need to include an incentive (although that may be helpful). Just make sure you address the person by name, and allude to the nature of the contact (experience at a physical store, ease of returning an item, etc.). Also, add contact info in case the customer does need to follow up. Automation or not, follow-up contact helps make a customer feel important – and that will hold their loyalty.
For more tips on how to make marketing automation work for you, contact ITVibes. We can help provide you with marketing tools, SEO strategies, automation, and more for Houston-area businesses. We want to turn your marketing problems into solutions!