Category: Technology

Know how we tackle to have our end customers best in the class experience of entertainment and engagement.

  • It’s All About Retention: The Secret to Customer Retention

    It’s All About Retention: The Secret to Customer Retention

    FOUR out of five consumers will leave a company’s website and purchase elsewhere because the user interface is difficult or browsing about products on your website is complicated. This is why you need an effective retention marketing strategy.

    Are you aware that acquiring new customers costs five times as much as retaining existing customers?

    Your users will benefit from receiving blast emails about promotions daily, so why not send them to all of them? Is this your retention strategy? Then it would be a good idea to read on.

    Growth without solid retention is failed attempt to fill the air in the balloon with holes in it.

    The graph below shows that only two out of ten users who downloaded Android apps continued using them after three days.

    Which message does this convey? It was convincing for the user to click “buy now”, “subscribe”, or “sign up”. Your site or app may have received some traffic, but not from everybody. Would you say your product proved useful to them? Do you expect to increase revenue as a result?  As amusing as it may sound, the answer isn’t ‘acquiring two customers’. It’s keeping an existing customer.

    Further, according to the report, only 5% of those users who had passed this ‘3-day stage’ remained on the site after completing their desired goal (which could be a purchase, subscription, or sign-up).

    Considering how expensive it has become to acquire a new customer because of increasingly fierce competition, any churn of your existing customers is considered a major loss when looked at in relation to the lifetime value of the customer.

    The company didn’t pay attention to bringing back customers, which created customer churn. A product may appear attractive to users. They would use it once to take advantage of an introductory offer, and then move on to a competitor or abandon the product altogether. There was no reason for users to keep using the product, so they left.

    So how do you keep your current customers engaged and satisfied while creating a customer retention strategy?

    It’s not complicated at all. Increase the profitability of the existing customers rather than spending countless hours acquiring new customers.

    In Harvard Business Review they have mentioned, that by increasing customer retention rates by 5%, companies increase profits by 25% to 95%.

    You must perform far beyond your customers’ expectations if you want to keep them happy. In this way, one’s process may not apply to another’s. Yet, we have analyzed the best practices that many companies have followed and identified a few common ones.

    1. Surveys and churn metrics should be tracked –

    It is impossible to fix something you do not understand. Using customer surveys is an excellent way to create a sense of belonging for your customers and provide them with the opportunity to provide feedback. With an analysis of the reasons for customer churn, together with the number of customers who leave, by taking their feedback into account, you can build better products and services. To reduce churn and increase retention, use a template that stores and analyses qualitative and quantitative feedback. Then, after analyzing the churn report and customer survey data, you can improve user experience by looking for trends in customer behavior. Using customer surveys, the marketing team must develop marketing plans that will focus on the customer’s preferred features.

    Keeping your surveys short, rewarding, and interesting is important, as Zendesk found.

    1. Communicate with your customers and listen to their needs:

    When dealing with a Contact Centre, how often has a customer service representative interrupted your conversation? Whenever a CSR has not fully understood the problem, repeating the customers’ concerns or questions can be the easiest solution. Active listening is when your CSRs stop, listen, repeat, confirm, and respond.

    Today’s consumer is available on multiple devices and channels. To reach the greatest number of people, we must use all the modes of communication. It’s important to re-engage customers who have not contacted you for an extended period. To do this effectively, a platform that promotes engagement through many channels is necessary. A platform that allows you to effectively communicate with your users at their most convenient times. It helps you understand your users’ usage patterns.   Keeping track of customer communications can be done using a communication calendar. It lets you know when existing customers last interacted with your brand and alerts you if they haven’t.  Give customers the option of contacting you via email, social media, Skype, online chat, etc. To make your customers’ contact with you as hassle-free as possible, make sure you use every tool at your disposal.

    Ensure that you respond promptly when your customers contact you. Make it easy for your potential customers to find you.

    1. Build a loyalty program and develop a community –

    Customers who are loyal to your business should feel appreciated. Wouldn’t it be nice if you could show your appreciation by offering a special deal or loyalty program?

    You have plenty of options available to encourage customer loyalty and retain customers for your small business, whether you decide to use a game, or a point-based system. In light of research, it has been found that customers tend to become more loyal to a brand when you give them milestones to reach while using your product. On the other side, Your customers need to feel like they’re part of something if you want to keep them loyal. It is easy to create a community for your customers on social media thanks to the many platforms available.   Taking part in community events and being active on several social media platforms (check out our Facebook, Linkedin, and Twitter accounts). These are some ways companies can engage in their communities. The methods you can use to make your prospects and customers feel part of your community are countless, whether it’s a Facebook review or a one-on-one conversation.

    The summary of this is, it isn’t enough for customers to just expect reasonable prices and reliable service. It is essential that they receive customized experiences designed to meet their individual interests. Brands that cannot deliver personalized experiences will lose their market.

    Discover the type of customers who will be interested in your product & service then engage with them and guide them to purchase last but not least anticipate their needs constantly and give them a reason to come back (Retention).

    Fortunately, businesses have numerous options for executing their customer retention plans. Let’s talk! Picking the right ones for your company and audience is just as imperative. Your repeat purchases and loyal customer base will grow once you achieve this.

  • Direct to Consumer Marketing (D2C) Strategies for Success

    Direct to Consumer Marketing (D2C) Strategies for Success

    Want to sell directly to customers? With a direct-to-consumer (D2C) model, the marketing team is able to sell directly to the end-user, which results in an improved customer experience. Find out how to win new customers and climb the ladder of your competitors using these 5 D2C marketing strategies.

    In the past, traditional marketing channels like radio, TV, and print were used by brands to advertise. However, brands can now use a variety of mediums to market themselves now that eCommerce has arrived, such as advertisement, SEO, affiliate marketing, social media marketing, etc.

    The majority of direct-to-consumer brands start their business via social media and content marketing before opening physical store locations. Several countries, including the US, China, Japan, and India, are adopting the direct-to-consumer model. In the beginning, D2C brands distributed their products via online platforms or social media. Having an online following can help them increase their chances of success with physical store locations in the future by increasing brand awareness and creating an online following. In this way, brands can lower distribution costs, as well as increase their profits.

    Brands providing direct-to-consumer products need to collect the right information and use it to create customized shopping experiences as consumers demand better shopping experiences. In order to deliver tailored products and services, marketers can use D2C brands to recognize patterns, trends, and customer requirements.

    Things Every D2C Brand Should Know!

    • Solving a customer’s problem increases the chances of them buying your product. So, there must be a problem you are trying to solve with your product.
    • The goal of every brand is to make it convenient and remove the hassle of visiting a shop. To differentiate yourself, you must stand out.
    • Your target audience or segment should be identified. There can be multiple brands in the same category, so tell your customers what you will and won’t do.

    As a company grows, it can be challenging to attract new customers and maintain brand loyalty. While social media has become the primary channel for brands seeking new customers, staying ahead can be challenging. Check out these D2C marketing strategies to get more customers and stand out from your competition.

    • Creating Content Marketing

    It is a marketing strategy that focuses on creating unique written or visual content to raise awareness for your brand. Marketing content consists of attracting and retaining visitors and then converting them into clients. It is certainly an effective method. Blogs, Research articles, White papers and eBooks, Email newsletters, Infographics, Videos, and Infographics are some of the most common types of content marketing.

    • Fast-track your adaptation to new trends –

    Ecommerce and social media grew significantly in the wake of the global pandemic. It is no longer a secret that online technology is gaining ground. It is always important to keep pace with constantly evolving digital trends.

    • The Influencers –

    The influencers are online personalities who have a large following on social media and a strong online presence. Using influencer marketing provides your brand with social proof because social influencers have built up a lot of trust with their following. Influencers with different demographics are found on other social networks such as Snapchat, YouTube, and TikTok. The industry is estimated to be worth $10 billion by 2020, according to Adweek.  It’s a cost-effective way to market to influencers. Engagement rates are higher, which aligns with audience expectations, brand positioning, and D2C audience behavior.

    • Customer Experience and Channel Prioritization –

    There are a variety of channels available for e-commerce brands to reach out to consumers. It is important to use the data effectively to build customer trust. Establish trust by getting reviews and testimonials from people who are familiar with your product. Don’t forget that every consumer shops differently. Build an omnichannel experience for your consumers. Choose channels that are preferred by your consumers, instead of ones that are convenient for you. Brands that engage in this can expect the following: Increased order value and sales opportunities, Enhanced product recommendations, Improved repeat order frequency, Unique digital experience creation, and Improved customer service.

    • Design a chatbot –

    In business and in our everyday lives, AI automation plays a huge role. Customers are the most important part of D2C companies. Chatbots in general are programmed to automate conversations at a large scale, giving users the impression, that they’re speaking with a real person. Chatbots can be used on websites to help with those first interactions. Artificial intelligence doesn’t take holidays or sick days. Including automation in your business model means you can be available 24/7 to your customer base, especially if your business is already e-commerce-based. You cannot automate 100% of a marketing or customer service chatbot strategy. You could end up in a compromise if you depend on one channel or the other but striking the right balance between live chat and chatbot is important. Chatbots can be used by businesses that are committed to providing instant answers and availability 24*7 to answer FAQs. You can offer live chat support for conversations requiring additional assistance.

     

    Brands that adopt a D2C approach to increase sales, and build relationships, if they take the right steps. What are your thoughts on the D2C business strategies?  Hence, D2C could be a good way to engage with your customers if you have been considering trying something new. The first step towards success is adopting a D2C strategy. The next step is putting it into action. Let Blaash.io know what you think.

  • A Great Customer Experience Strategy Should Avoid the Following Mistakes

    A Great Customer Experience Strategy Should Avoid the Following Mistakes

    Today’s world is driven by the customer. In the modern world, there are more options for customers because technology is readily available to them. Those who receive excellent customer support may become the brand’s most devoted ambassadors. Service to the customer has become a top priority for businesses. Adapting your strategy to the most recent market insights will help you create a better customer experience and be on top of the most recent industry trends. The poor customer experience of a brand has caused 49% of consumers to leave it in the past year. When customers have positive experiences throughout their journey, 65% of respondents intend to become loyal customers. Customer experience has a significant impact on keeping customers happy.

    Customer service has a great impact on recommendations, with consumers rating a company’s service as “good” having a 38% higher likelihood of recommending that company

    Brands can build a long-term relationship with customers instead of focusing solely on basic queries and FAQs. By turning prospects into lifelong, dedicated customers, the brand can yield extremely high profits. Consistently excellent customer service is of the utmost importance. In return, consumers begin to trust and believe the brand and speak highly of it. According to Microsoft research, engaging consumers in an emotional way builds brand loyalty for 96% of them. Brands that engage customers sustainably enjoy a deeper relationship with customers. This is valuable for organizations. The cost of acquiring a new customer is 6-7 times higher than retaining an existing one. With good CX, your customers will support your brand every step of the way. It is logical and business-sensical to focus on your current customers. Customer satisfaction ensures a profitable business model and happy customers.

    Nearly 80% of consumers would rather do business with a competitor after experiencing more than one bad experience.

    A company’s excellent customer service guarantees that 78% of consumers will do business with them again after a mistake.

    During the period 2022 to 2030, the CX Management market in the US is expected to grow by 15.3% annually. When it comes to operationalizing customer experience strategies, companies across all sizes and industries have faced several challenges. Customer experience is changing and experiencing new challenges. However, businesses make the most common mistakes in customer service that can be avoided.

    Figure 1 COMPARISION OF CUSTOMER EXPERIENCE & CUSTOMER SATISFACTION

    Companies face the greatest obstacles when they fail to –

    • Lack of Customer Understanding – Customers cannot be serviced effectively if brands don’t understand them as individuals. It is important to keep track of the behavior of the customers as well as their purchase histories. Thus, the employee can offer the best solution to the customer without difficulty. You must know the pulse of your customers, by understanding their needs and wants to discover their challenges. It is necessary for your team to comprehend the customer in-depth so that they can walk in the customer’s shoes. By creating a detailed description of your customer personas, you can achieve this effect. Your main objective is to ensure that everyone on your team understands the importance of great customer service. If you don’t have the right technology in place and the right training, you can’t build and nurture customer relationships.

    The most frustrating experience for 33% of customers is waiting on hold. Three-quarters of respondents say they get frustrated with repeated interactions with support representatives.

    Using bots to resolve issues has fallen to 28% effectiveness. In America, 40% of consumers rely on other channels to contact customer service teams, as they find bots ineffective

    • Lack of Communication with the consumer – Communication is yet another sphere where companies fall short when it comes to customer service, whether it’s via emails, social media posts, or phone calls, customers demand an instant response in today’s digital age. Often, when complaints are basically the same, representatives get accustomed to them. Due to the fact they want to resolve the issue as quickly as possible, they might react without fully comprehending the issue. Nearly half of those posting complaints expect responses within 60 minutes, according to Edison’s research. Companies can use feedback to identify potential customer service issues or product problems. Taking negative feedback in a positive light can even lead to stronger customer relationships. Companies can use it to evaluate the quality of their products or services. In exchange for feedback, they might offer discounts or free products, or an apology note. For brands, replying to customer questions/comments is no longer enough; they must act immediately. It is possible for brands to manage user comments and conversations with the right tools without having to leave their customers unhappy.

    Live chat is the preferred communication method for millennials over every other communication method.

    • Lack of Customer Data Usage – Since CX teams deal with hundreds of data touch-points day in and day out, they will require CRM tools that can analyze the data and extract valuable information from the data mine. Many businesses don’t take advantage of their customer data. Making better use of this data will benefit their customers. There are different communication channels preferred by different customers. In some cases, online chat is preferred over phone calls or e-mail exchanges. As competition and customer touchpoints change constantly, an organization’s marketing mix must encompass investments in CX as well. It is essential that organizations have an always-learning culture in which leading and lagging KPIs are regularly reviewed.

    Over 90% of consumers believe a company with a “very good” rating can be trusted to handle their needs.

    • Lack of Customer Respect & Privacy –

    If you are in charge of customer support for a SaaS product, your job is to explain how customers can use it and identify their problems. It is always wise to treat the customer nicely. Never engage in argumentative behavior. Customers can seriously take offense if they receive offers, they don’t want at inconvenient times, and if their personal information is used without their consent. A transparent policy of how you use their personal information is the best way to ensure that they can opt-out of any activities that might make them uncomfortable. Schedule your emails and texts regularly, but not too often.

    Personalizing consumer experiences can increase our online conversion rate by 8%

    70% of the customer’s journey is based on how he or she feels like they are being treated.

    Four essential elements should be addressed by customer experience leaders. Alignment with business objectives should be central to their strategy. Customer experience strategies guide resource allocation, provide guidance in designing a specific experience, and prioritize resources. Customer service strategies need to be updated and re-evaluated for companies today, especially when facing a fiercely competitive market. The customer experience needs to be continuously reviewed and monitored, and companies need to change if the experience is disappointing. The final point to remember is that no single strategy will work when it comes to providing a superior customer experience. Creating a winning CX strategy starts with understanding the brand’s customer base and factoring in the company’s goals. Are you onboard?

  • IMPACT OF SOCIAL COMMERCE ON E-COMMERCE BRANDS

    IMPACT OF SOCIAL COMMERCE ON E-COMMERCE BRANDS

    Social media was once used for photos and videos of entertainment, connections, and communication. Today, social media is used for an array of different purposes like Shopping, Marketing, Building Community, and many more. D2C brands’ success has been unstoppable because of this digital revolution. With its capabilities of providing direct access to target consumers without time and distance restrictions, social media helps us to reach a wide audience in a short amount of time.

    In 2020, there were around 80 million social buyers in the US, an increase of 30% from the previous year.

    30% of eCommerce firms are already selling on social networks, and another 12% plan to do so in 2021.

    Additionally, as the pandemic increases the impact of digitalization, both brands and consumers have experienced a change in their respective purchasing and selling behaviors. The use of eCommerce and social media has changed consumer shopping habits, triggering an increase in social commerce platform usage.

    Social eCommerce is a trend that originated in Asia and has spread globally. Especially in India, the growth would be imminent, since a large part of the population uses social media, from Facebook, Instagram, Twitter, Snapshot, Pinterest, etc. Almost every business is trying to integrate social eCommerce into their operations, as part of the larger eCommerce sales category, social commerce is expected to reach $4.2 trillion this year.

    On social media, 11% of users make an online purchase immediately after discovering a product, while 44% purchase it later.

    The rise of social commerce creates a lot of opportunities for D2C brands since they frequently use social media for awareness, influence, and sales.

    D2C brands and social commerce benefit from the fact that their consumers spend the majority of their time on platforms where they are active. If you look at Instagram or Pinterest, two platforms that target the same generation, you will find that the evolution of D2C and social commerce is directly connected to these digital media platforms.

    A survey conducted in June 2021 found that 35% of respondents were influenced by social media ads when purchasing. Generation Z respondents are more likely to be influenced by social media ads at 75%. Among social media users ages 18 to 24, 55% made at least one purchase on social media, followed by those 25-34. In a recent survey, 54% of Gen Z shoppers and 58% of Millennials agreed that social media platforms are better for discovering new products than online searches.

    The compound annual growth rate (CAGR) for social commerce is expected 28.4% from 2021 to 2028.

    More than two-thirds of global internet users use social media to buy products.

    You can offer your audiences exciting shopping opportunities via digital platforms they prefer with social commerce. So why not use it? Listed below are the top strategies which you can use to increase social commerce worth for your business.

    • Choosing the Right Social Media Platform –

    Compared to e-commerce, social media shopping is a more interactive experience. Every day, millions of people use a wide variety of social and digital platforms, but brands have restricted resources to use for digital advertising. Shoppers say they research products on Instagram and Facebook before purchasing them, claiming that up to 81% do so. Facebook, Snapchat, and TikTok have all started expanding their social commerce offerings and are gaining ground with Instagram and Pinterest.

    One million Facebook Shops are active every month, with over 250 million active participants by Q1 of 2021. If you compare Pinterest users with people on other social media platforms, they’re 7x more likely to say Pinterest is the most influential in their purchase journey. In the period July 2020 to February 2021, Instagram Shopping contributed 80% of total sales to one retail brand, Jane.

    In the U.S., Facebook is the top social commerce platform with 56.1 million buyers.

    Brands pursuing social commerce should gather and analyze detailed information about target audiences’ preferences before moving forward. Understanding your customers will make it easier to figure out the best channels to target for marketing campaigns.

    In comparison with shoppers on other platforms, 85% of Pinterest shoppers have more in their baskets.

    • Organize live shopping events –

    With eCommerce, consumers can purchase their favorite products from anywhere around the globe and have them delivered right to their homes or offices. It’s interesting to note that live streaming shopping in a way modernizes the age-old practice of home shopping. Conceptually, nothing changes, just the channel.

    In China, live stream shopping accounts for $312.5 billion.

    The advantage of live shopping is that customers can view products in actual time, and sellers can showcase their products. By leaving comments on the live video, users can gain more insight into the product, just like on Instagram Live. Review and recommendation information is flashed on the screen, guiding viewers during the selection process. Viewers are captivated by live commerce, which is immersive and entertaining. Video and retail merge is better engagement, to bridge the gap between products and customers, and drive sales. Online Marketplaces, Live Auctions, Influencer Streaming, Tutorials, Live Events, Gamification, and Interactivity are the most common formats for live shopping today.

    • Create a content creators’ network for your brand –

    There is no doubt that in 2022, there will be an explosion of creativity and the emergence of a new type of economy fuelled by more than 50 million content creators across the globe and on social networks. Now the social platforms allow purchases through their apps, and creators can tag products directly on their posts. Globally, it grew by 42% this year to $13.8 billion and is expected to reach $15 billion by 2022. Spending on influencer marketing rises because of this transition. With the growing ease of setting up an online store thanks to technology ecosystems, influencers and brands will be working together more and more. In order to grow brand awareness, create engagement, and generate conversions, creators introduce their brand and products authentically and discover the right creator, explore the social media accounts and feed into your industry that drives engagement. In addition to these options, brands can collaborate with a variety of influencers and micro-influencers to develop a multi-tiered influencer marketing strategy.

     In the United States, 78% of social network users learn about new products via Facebook. Instagram and Pinterest come in second place with 59% each. 

    By 2027, social commerce sales are expected to be worth $605 billion.

    Online stores that have social media buttons can benefit from social commerce. Your followers care about your commitment to diversity in leadership and the use of organic ingredients when it comes to growing your social commerce as consumer needs brands that support the causes that are important to them. Your brand will be more effective if you engage your consumers in content that helps them understand your offerings in a relatable way. A majority of users access social media platforms on mobile devices. Due to its user-friendly features, social commerce has become the shopping site of choice. Consumers’ behaviors can be captured through social media without interfering with their social lives. If you want to navigate the social commerce realm, keep in mind that followers want to be inspired and entertained by D2C brands.

     

    Whether you’d like custom strategies based on accurate data or the development of eCommerce websites, we can help. Learn more about investing in digital commerce by contacting our team of experts.

  • Live Commerce is a Rising Star

    Live Commerce is a Rising Star

    Let’s start with stats, Core sight Research, per Retail Touchpoints, estimates that US live streaming market value will reach $11 billion in 2021, nearly double 2020’s value. The US e-commerce market is expected to grow to $35 billion (3.3% of all US e-commerce) by 2024. Within three years, China’s market for Livestream sales grew from $3 billion to $171 billion. Since the outbreak, live video and online commerce have been booming. Live video was viewed by internet users for 1.1 billion hours in 2019. Global video streaming revenues are projected to reach 184.3 billion by 2027. The popularity of live video content has skyrocketed, especially on social media. There are more than one billion videos on Facebook Live, not to mention Instagram, Twitter, YouTube, and — most recently — LinkedIn, which are all adopting similar features.

    In the next few years, livestream commerce will play an influential role in sharing products, according to 80% of marketers

    Over 424 million Chinese will make at least one purchase through social commerce in 2021.

    The popularity of live streaming has grown dramatically in recent years, Online shopping sites are often boring compared to live shopping, which attracts users with its excitement, interesting features, and interactive aspects. The data indicates that consumers spend most of their time watching live streams on social media platforms. The widespread acceptance of smartphones coupled with high-speed internet technologies such as 3G, 4G, and LTE have led to a rise in video streaming.

    The most popular livestreaming platform for retail buyers in the US is YouTube, with 30.2% of businesses using the platform in 2021.

    Your objectives and financial resources determine how advanced you can go with live commerce, over and above expanding to different channels and stream concepts. With Live Commerce, consumers can directly buy products from websites and social media apps, as a result, brands must learn how to adapt to this new sales method and do it correctly.

    In the aftermath of the pandemic, livestream shopping purchases rose by 76%

    • Platform and Product Choice –

    Your live streams must feature relevant products and have clear goals that relate directly to them, think of new items, best sellers, clearance products, or items that need an immediate boost. Don’t forget to pick the right social media channel according to your business sector and market segment. Furthermore, be mindful of staging your products with relevant context, so they aren’t just exhibited as they look, but they are portrayed as they would be if used. As such, Amazon is also looking to enhance its live-streaming capabilities and provide brands with a well-known platform to promote themselves. Additionally, you can broadcast live on your own website. This method eliminates the dependency on social media giants, engagement and conversion data can be controlled by you.

    Livestream shopping events featuring apparel and fashion account for 36% of all events

    Video games and accessories were the most popular social media platform purchases in 2020, followed by jewelry and watches and toys, and hobbies.

    • Prevent poor performance by targeting your audience properly –

    Prepare yourself before jumping into a project, plan your live streams with a specific audience in mind and reference your analytics to see who is watching your Livestream. Market research, competitive analysis, the best time to launch your product, and a million other factor matters. The unpredictable nature of Livestream algorithms means that not everyone will join your stream on a constant basis. You should treat it like any other promotional image or video in terms of lightning, scenery, and shot framing, all of which reflect your brand image. Therefore, live streaming is more effective at creating brand awareness than loyalty.

    • Market with the Influencer –

    Live streaming shopping events are a powerful way for brands to market and sell their products. To attract an audience to your live commerce event, you need to market it effectively. A traffic-generating campaign can help your streams gain a following. Your live commerce video should be narrated by a trusted expert in your niche. You will be able to reach more customers with micro-influencers relevant to your area than with more famous but less knowledgeable influencers. With a unified approach that plays to the strengths of each channel, you can engage your audience across the channels they prefer. Therefore, taking a multichannel approach to living events is essential.

    • An Uplifting Message and a Powerful Production Set –

    Several steps need to be taken to prepare a setup for live streaming, but there are a few factors that should be considered. There is a lot more you can accomplish with this format than just delivering a sales presentation directly to the camera. It is true that internet users are expecting more than internet users are expecting more from the Internet, something new and exciting to hold their interest. Having a production set will benefit your live streaming efforts. There are several ways to set up your event space, including a corner of a room, a desk mounted against a green screen, and some space that can be decorated as needed. Lighting is a very significant aspect of any production set. Set up your lighting set up so that it covers all the lighting requirements and conditions of your set. In eCommerce, this means staying honest about products on sale and their pros and cons. To make the show stand out from the crowd of live commerce shows, make the show more visible to the public, or dedicate a time slot to non-sales content. The videos should engage, entertain, make you laugh, and bring you meaningful information, just like other online videos that aren’t commercial.

    Live commerce has been shown to build deeper connections between businesses and their customers by 78%

    All the data from 2022 Live Shopping has been analyzed, and the following predictions are based on our expertise and research –

    • One of the hottest live commerce trends is live Q&A – When you’re not sure where to start with your Livestream event, Q&A sessions are a perfect way to get it started.
    • Omnichannel live streaming is the second trend in live commerce – Offering seamless customer experiences across all devices and channels is the goal of an Omnichannel customer experience. Live video streaming naturally fits into an Omnichannel strategy.
    • Live commerce is seeing a boom in virtual reality shopping – Virtual reality shopping is becoming ever more popular among brands due to the hype that surrounds the metaverse. People can interact with each other and with digital objects in a virtual world called the metaverse. Like Ikea pioneered the use of augmented reality technology to allow customers to create their own rooms.

    You can develop a stronger connection with your prospects and customers by taking advantage of this trend on major social platforms. It may be worth experimenting with live streaming sales if you’re targeting consumers with eCommerce products. Do you want to get into Live Streaming eCommerce or become the talk of the town with your business? For more information about live video marketing, Talk to us. In an interactive and entertaining live stream, provide your customers with a reason to interact with your brand. If you’ve already started, we hope that you can leverage this blog to take your strategy to the next level!

  • Footsteps For Great Customer Journey Map

    Footsteps For Great Customer Journey Map

    It is estimated that poor customer service costs $1,6 trillion a year. You make a product, and customers buy it. It may seem as though customer journeys are straightforward. The goal of customer journey analytics is to analyze the behavior of customers at different points in their journey through time. This will enable us to understand how their actions affect the company’s performance. As you view your business from your customer’s perspective, your goals will align with theirs and be in tune with their needs throughout the customer experience.

    Customer service, according to 56% of consumers, has a larger impact on their positive opinions of a brand than any other criteria.

    “Our greatest asset is the customer! Treat each customer as if they are the only one!” – Laurice Leitao

    It becomes easier to adapt and use the customer journey map when you understand the common elements. In essence, a customer journey map illustrates the relationships between an organization and its customers. A brand’s interaction with clients is crucial in today’s world. Consumers have high expectations of brands. Personalization and relevancy are critical to them. It is important to them that their needs are understood, acknowledged, and met at every stage. More than half of consumers say they will share personal information if it improves their customer experience.

    The majority of consumers (61%) are willing to pay at least 5% more if they believe they will receive good customer service.

    Managing, measuring, and improving customer experiences and business outcomes rely heavily on customer journey analytics to be a success. Most companies do not know how to measure customer experience. It is the largest challenge for organizations to quantify the return on investments in CX initiatives. In an era where the barriers between information and organizations become increasingly difficult to overcome, many companies turn to journey analytics to provide solutions. A marketing team can identify customer challenges and improve conversions by analyzing recurring customer pain points with the right tools. The tools can help content creators determine what content they should create and how to go about it. Designers can use them to understand how users view experiences. This technique allows UX designers to pinpoint disconnections and areas for improvement in navigation, flow, and customer experience.

    According to consumers, 66% will share personal information if it will enhance their customer experience.

    The mapping of customer journeys is a technology-based process that includes –

    • At each stage of the sales cycle, identify the key points of interaction with the customer and define the customer’s needs.
    • Obtain objective feedback on their sales process by understanding the gap between the desired and actual customer experience.
    • Decide what development priorities to focus on and where to allocate expenditures to maximize return on investment.

    Here are some steps in detail that will help you create a customer journey map!!

    • Decide what your goals are – Maps of customer journeys provide a brief, fair and comprehensive overview of what a customer experiences in a particular timeframe. In order to create a customer journey map, you need to identify your goals and set your targets first. Knowing where you want to go makes navigation easier. In this case, it’s a matter of figuring out whether your current customer experience fails to meet expectations and is heading toward a negative impression. You must determine what insights can be gleaned during the mapping process that will propel your business forward. What is the purpose of this map? From whose angle will it be viewed? What are your experiences to be considered? A first step towards identifying critical customer journey components that will have a significant impact on the various businesses is indicated here.
    • The Customer Touchpoints – Involve touchpoints which means the point when a customer on the map interacts with the organization. Channels are the means by which that customer communicates or receives services (website, physical store, etc.) in order to align with user goals and actions. Organizing the journey map information (actions, feelings, and thoughts) into phases establishes a structure around which the rest of the information is organized. You have the opportunity to make a positive impact on your customer when you do these. Take time to understand your touchpoints so you can get the most out of them.

    Examples of touchpoints include – Marketing emails, newsletters, Phone calls, service, and support lines, online chatbots, Websites, apps, social media, Packaging, shipping, delivery, Bills, invoices, payment systems, etc.

    More than 85% of brands claim that they offer personalized customer experiences, but only 60% of consumers feel that way

    • The Buyer’s Journey on a Map –

    Learn what your target customers hope to achieve through their interactions with your brand to strategically move them toward a purchase. You can do this by first identifying the paths that visitors will take on your site. Logging in is probably the first step if your visitor is a member or a pre-existing customer. In addition to doing searches, browsing products, and comparing products – with the identified activities associated with each touchpoint, you can identify the goals with the touchpoints. Identify customer questions and provide answers using your customer analytics tools, and then survey/interview different groups of customers, get user testing feedback, study support emails, and transcripts, study customer support emails, and gather user testing feedback. In this way, you can determine your progress towards your goals and answer your customers’ questions.

    “Customer experience isn’t an expense. Managing customer experience bolsters your brand.” – Stan Phelps

    • Review, Revisit and Update – There is no guarantee you will get everything right away, that is the reason you shouldn’t let your customer journey map go unattended once it has been used. Your brand touchpoints may experience fluctuations as you adjust and improve them. Also, the competitive market is always changing, so remaining relevant and competitive means keeping up with customer interactions.

      The likelihood of a customer sticking with a brand increases by 2.4 times if their problems are resolved quickly  

    Marketing technology makes it possible to map the customer journey in far more detail than ever before. And a more accurate customer journey map can guide your marketing to be more strategic, better optimized, and ultimately more effective.” – Marketingprofs.

    This step will help you identify the areas to improve where your customers’ needs aren’t being met. Your customers will benefit from it along with your business if you do it right.

    How soon should a customer journey map be implemented?

    The adoption of customer journey mapping may be an excellent strategy when the organization realizes these are urgent challenges that need to be addressed as soon as possible.

  • Boost Your Conversion Rates with Email Marketing

    Boost Your Conversion Rates with Email Marketing

    Social media marketing and mobile marketing are examples of current marketing methods used to promote eCommerce sites and Email is one of the oldest and most popular methods of communication.

    Email is used by over 4 billion people around the world, and this number keeps growing.

    Email marketing is still a viable marketing strategy, but you might be unsure whether it is still effective. The total number of emails sent every day will reach 347 billion by 2022. Email marketing is used by 64% of small businesses to reach customers.

    Most subscribers prefer receiving branded emails once a week. Organizations are changing their business models to cope with new market dynamics prompted by digital transformation. Your business and brand can benefit from email marketing in a variety of ways. An eMarketer study found that 49% of companies are prioritizing improving relationships with consumers in the new year.

    “Email has an ability many channels don’t: creating valuable, personal touches—at scale.” – David Newman

    It is projected that by 2027, the global e-mail marketing market will grow to $17,9 billion. A multi-channel approach to email that includes all a brand’s other channels, such as the website, mobile app, social media, in-store, and customer support, is crucial. Direct mail marketing provides a cost-effective solution that many successful D2C brands are using as part of their omnichannel strategy. In today’s competitive marketplace, you’d like to promote your products or services in the best possible way without overspending.

    Email open rates average 19.8%, click-through rates average 11.3%, and bounce rate averages 9.4% across all industries.

    While 59% of millennials use their smartphones primarily to check email, 67% of Generation Z scans their inbox on mobile devices.

    Boosting your direct mail campaign can have several benefits for your D2C marketing campaigns –

    • Direct mail shows the top ROI of any channel from the 2022 State of Direct Mail, as reported by 67% of marketers. With email marketing, you can reach out directly to the most relevant customers you can target. If you don’t send too many newsletters a week, your audience will reward you with a higher open rate and click rate. In the first hour following delivery of an email campaign, nearly 22% are opened. In this way, you will be able to build relationships with current and potentially new customers.
    • There is a higher response rate for direct mail marketing than for e-mail marketing – To receive emails, people must opt-in, so when you send emails, you are addressing people who have agreed to hear from you. Direct mail was rated as much more personal by 70% of consumers polled than any online interaction in one study. Therefore, most recipients are likely to see your direct marketing message as compared to other media. In the beginning, an email marketing campaign can be free as email marketing doesn’t require a huge part of your budget.

    Marketing professionals send their customers 3-5 emails a week, according to 35% of them.

    • Brand Awareness and Communication – You can also build trust with potential customers when you share useful information about your business or industry. Brand loyal customers are more likely to buy from you if they feel like they can speak to you. Seeing your products, services, and brand on a consistent basis will allow your subscribers to familiarize themselves with you. Your audience can easily be reached through email marketing, this can increase your audience’s awareness of your brand when you communicate with them regularly. And also you can use these emails at any time of the year, no matter what season it is, to keep your audience engaged.

    “Make the customer the hero of your story.” – Ann Handley

    • SEO and Email Marketing go Parallel – What is the best way to distribute your great content to your audience? By email, for sure. You can improve your search engine optimization by having external links leading to your website. When people trust you, you will appear higher in search results. Your site’s SEO will be improved with effective email marketing campaigns. This will make sure that people relate to your brand and your website. Furthermore, email marketing is quicker than other marketing methods in that you can create a full campaign in a shorter amount of time.

    “When you have written your headline, you have spent eighty cents out of your dollar.” – David Ogilvy

    • Reached your Content Marketing targets – Email marketing is a very effective way to share everything you create, whether it’s graphics, blog posts, or videos. Email subscribers can be notified each time you publish new content. You must reach the right consumers at the right time for a successful marketing campaign. In addition to increasing your website traffic, if you send your content to your subscribers, you can decrease bounce rates, increase website visits, drive conversions, and achieve other content objectives. Any marketing campaign can be improved because users can access it from any device at any time. The benefit of email marketing is that people always check their email, making it easier for you to reach them.

    Email newsletters are the most effective way to nurture leads, according to 31% of B2B marketers.

    • Direct mail and print campaigns can be expensive, but email marketing campaigns are usually more economical. A direct mail or a print campaign is much more costly to produce than an email campaign, which can be produced in a day.  Your business can benefit from a wide variety of emails, and each has its own benefits.
    • Start your email campaign with a welcome email. In these emails, you can tell your subscribers about yourself and what they can expect from your communications.
    • Your customer may also feel more comfortable doing business with you in the future after receiving a thank-you email from your company. It goes a long way to express your gratitude to customers when you thank them for their business.
    • Your business newsletters also give you the opportunity to update your clients and potential clients about the latest developments in your business. Even if subscribers aren’t seeking to purchase, newsletters help your business stay top of mind with them.

    Have you considered email marketing for your company?

    When it comes to email marketing, you can expect many benefits and blassh.io can help you with it. Among the top methods of reaching your audience is email marketing. Furthermore, it can also boost sales and lead generation. By integrating your email marketing strategy with most of the digital marketing efforts, we can promote your website with the highest ROI.

  • D2C Growth Strategy – Customer Experience is Crucial

    D2C Growth Strategy – Customer Experience is Crucial

    Since the pandemic, we have taken a big leap in digitalization. According to the Mckinsey survey, we have advanced in digitalization by at least seven years.

    In the aftermath of the pandemic, many businesses converted their operations into e-commerce to keep their business sustainable and to keep their loyal customers engaged. However, just converting businesses into e-commerce sites is not sufficient to retain consumers.

    YES!!! You read it right.

    It does not matter to consumers whether your store is online or offline, whether you promote or not if it leads them to their desired objective in a smooth manner. However, their expectation is for both online and offline interactions to be equally satisfying so that they can receive the best overall customer experience, or else they will go to competitors.

    Steve Jobs once said, “You’ve got to start with the customer experience and work back toward the technology- not the other way around.”

    Now, here comes the spinal line of the e-commerce business to increase the retention of your consumers, “Digital Customer Experience” also called DCX.

    First, we’ll understand shortly “What is DCX?” then we’ll see why it matters for the business and how it has increased its value post-pandemic.

    “Digital Customer Experience” considers all the interactions your brand has with your customers online. The touchpoint may begin with your company website, but may also include mobile apps, chatbots, social media, and other channels.

    Mckinsey survey says after the pandemic,”71% of consumers expect companies to deliver personalized interactions—and three quarters will switch if they don’t like their experience.” Over 5 hours a day, the average Indian uses his or her phone, and they want their experience with your brand to be similar to what they already know; easy and seamless.

    Previously, DCX was about the convenience of an individual consumer and not the shared experience, but now DCX had become the center of attraction to excel in your brand, That’s the reason Jerry Gregorie said, “The Customer Experience is the next competitive battleground”.

    As the study show, the Pandemic has changed consumer behaviors, one-fourth of the population is keeping their consistency with brands after they have a good experience, because more than the product and their prices, a seamless experience throughout the buying journey is becoming a star of the game and maintaining a relationship with the consumer for the long run, this is the reason why DCX is becoming important matter in business.

    • 4x customers are more likely to try a competitor after a service problem—Brain & Company
    • 91% of customers are more likely to buy again after a positive experience.

    Furthermore, the changing behavior of consumers also increased the desire for instant results from e-commerce sites, as one study shows that a few seconds of delay in loading a page can make 50% of consumers abandon it.

    A study by Customer Management IQ found that 76% of customer management executives and leaders place a high priority on the customer experience at their companies.

    DIGITAL CUSTOMER EXPERIENCE is no longer a mere reflection of the good and bad experiences of a consumer but is the engine that propels a company forward. DCX-focused brands are more likely to receive higher customer retention, reduced churn, higher customer lifetime value, reduced service costs, and most

    importantly, higher customer loyalty.

    Now, will see different tools used for Digital Customer Experience.

    Tools that keep customers engaged are the best tools. Engaging with your audience will encourage them to check out future products and other benefits of using these tools and methodologies is it tracks 360-degree customer experiences including interacting with each customer on their device of choice, at the right time and storing information in any format so that rich and interactive experiences can be delivered. Integrating the entire customer journey, identifying passive or dissatisfied customers, creating an efficient marketing strategy to maximize their value to the enterprise, and customizing their experiences based on their behaviors, purchases, and locations.

    1. CUSTOMER RELATIONSHIP MANAGEMENT (CRM) – From the name, you can expect CRM is a system for managing your relationships with customers. Through CRM software, you can view interactions, data, and notes related to your customers or potential customers. An organization’s data can be accessed by many people via a central database. In a CRM system, you can Organize everything you know about your customers in one place. With a CRM platform, you can create a single source of truth for information, rather than communicating information to multiple departments also it’s easy to track previous interactions with customers.
    1. CUSTOMER SERVICE CHATBOTS – A customer service chatbot uses artificial intelligence (AI), machine learning, and natural language understanding (NLU) to mimic human speech. The bots use natural language processing (NLP) to analyze human communication and answer questions in the correct context. Automated chatbots can be used online to chat with customers as well as provide recommendations based on their browsing history and their shopping cart. In addition to taking food orders, chatbots can also call cabs for customers. Chatbots have been designed to fit business models very well. They can also gather customer information – such as order numbers and the nature of the issue – to be sent to a live chat agent when the bot cannot solve the issue
    2. VIDEO MARKETING STRATEGIES – You might have fantastic products or services, but without giving customers a reason to choose your brand you will not maximize your reach. Video marketing is one of the most effective customer engagement strategies.
    3. A HABIT LOOPS APPROACH – Pere Monguio of FX Street explains “Implementing habit loops that keep customers engaged in digital environments will become a priority. Big platforms have been using them for years. Brands have realized they need to catch up.” Creating habits that make prospects excited about your brand and possibly addicted to it will keep them coming back for more information or rewards.

    There are many more tools and methodologies of Digital Customer Experience used by different brands and organizations, we will surely discuss more of these in upcoming articles.

    Let’s connect and talk to explore ways to Super Charge your Customer Experience via the Hooked Model of Entertainment – a hooked model driven by your business rules enabling you to meet your goals. Now You may not have to Nudge your Customer to come back to your Platform.

  • Omnichannel Marketing – Boosting Sales in E-commerce

    Omnichannel Marketing – Boosting Sales in E-commerce

    An Omnichannel experience isn’t merely a trendy phrase. Consumers are seeking seamless, multichannel shopping experiences from brands online. The easier it is for your customers to interact with your company across various platforms and devices, the better relationship you will have a relationship with your customers and gain their loyalty. The customer expects a consistent experience across all platforms, whether they browse social media, browse websites, or shop in brick-and-mortar stores. It is no longer straightforward for customers to purchase. To avoid losing sales to competitors, brands must strive to create efficient systems that satisfy customers across the full experience. Omnichannel marketing strategies enhance understanding of customer lifecycles, include improvements in customer experience, and improve customer retention. Engagement with a consistent omnichannel strategy improves customer retention by 13% annually for brands that make the effort.

    Using omnichannel retail in conjunction with an omnichannel marketing program makes omnichannel retail more efficient in both B2B and B2C environments. Omni-channel marketing aligns brand messages, goals, and objectives across multiple channels and devices. For businesses that are seeking to improve customer service, omnichannel marketing can be an asset.

    A recent study found that 67% of customers didn’t purchase a product or service due to a bad customer experience, therefore businesses need to focus on omnichannel marketing strategies in order to retain their customers.

    To boost sales, omnichannel marketing needs to be optimized. On the way to maximizing the success of improving order values and customer retention, our team has put together some beneficial facts to consider when designing a marketing strategy. (We are here to help you)

    • BETTER CUSTOMER EXPERIENCE AND REVENUE WITH BETTER CUSTOMER LOYALTY –

    Omnichannel marketing aims to provide a seamless buying experience. There is also evidence that, compared to traditional shoppers, omnichannel shoppers purchase 15% more items. Through print marketing, digital marketing, radio and TV advertisements, social media, websites, and e-commerce platforms, consumers can connect with a brand. Compared to single-channel shoppers, omnichannel shoppers spend 10% more online. Also, it can’t be denied that customers visit your site using desktop computers, smartphones, or tablet computers. Personalized experiences can lead to better conversion rates, increased loyalty, and better revenue increases over time.

    • Customer Retention, Brand Recognition, and Lifetime Value Improvement –

    The shoppers who use omnichannel are also more likely to remain loyal to the brand. Efforts to offer a consistent and seamless brand experience are integral to an omnichannel marketing strategy. The desktop version of your website should also provide a personalized experience on mobile devices. In spite of all the advertising, word of mouth still drives business more than anything else. Nielsen reports that 92% of consumers place the trust of friends and family first. With the advent of tablets, different tools are being used to ensure that there is no information overload among customers, and that information can be used to build loyalty for customers, increasing customer retention and productivity. Shoppers using omnichannel were 23% more likely to make repeat purchases after the first one within six months and recommend that brand much more often.

    • An improved business analytics strategy –

    An omnichannel approach is characterized by data analysis. Through this analysis, marketers can gain a deeper understanding of consumer behavior. The results lead to actionable insights on how to reach them in the most effective way. Organizations can enhance customer journey understanding and improve marketing experiences by understanding customer touchpoints.  With more personalized communications and promotions, clients will feel special. It’ll let them know that you know them and care about them rather than simply treating them like anyone else.  Through omnichannel marketing strategies, businesses can use data to better engage their customers and recommend complementary products and upgrades via emails, texts, push notifications, and direct mail.

    BOPIS is being adopted by retailers to meet customer expectations. The buy online, pick up in-store model allows retailers to expand traffic in their stores while combining the offline and online experience. BOPIS is ranked as the top omnichannel strategy and investment by 61% of retailers in a recent survey. This includes 40% of people saying they’ll avoid doing business with them if they can’t reach out through their preferred channels. It is essential for businesses to be able to eliminate shipping, processing, and payment problems while delivering a convenient shopping experience. Smartphone use has become part of the shopping experience for 71% of buyers who research in-store. When people are inside the store, their smartphones become their personal assistants. The researcher found exciting insights into customer attitudes toward omnichannel customer service in a study that investigated customer preferences and attitudes across a range of channels including during the holiday season.

    Only 34% of companies have achieved omnichannel maturity at the implementation stage, so those organizations have a monopoly on these customer-centric experiences. It is vital for businesses and their clients that this number increases as quickly as possible.  It is crucial for businesses to understand customers’ needs and priorities in the current environment. Efforts to personalize the customer experience should start with in-store technology and CRM systems. According to the Coresight report, interactive technologies are poised to improve consumers’ in-store experiences by boosting loyalty and providing them with useful information.

    Nevertheless, Across the globe, there are several success stories regarding omnichannel engagement. Many of the world’s leading companies are already investing in their omnichannel capabilities to ensure that the customer is at the center of everything they do. In addition to regular household items, people buy high-value products such as computers, white goods, and luxury goods. This shift to omnichannel is a result of people buying more across multiple channels.

    So, there are no strict rules for implementing the Omnichannel strategy. It is more significant to be innovative to gain attraction. Take the customer’s perspective and provide them with what they want. Providing omnichannel shopping experiences across various channels, such as marketplaces, social networks, and websites, requires delivering consistent, contextual, and unique experiences to shoppers. Turn your attention to your customers and adapt your offer to match their needs online and offline. To avoid losing prospective customers along the way, consider converting them across all channels into buyers.

    Ultimately, you’re only striving to create an exceptional customer experience with all of this. Is there anything more important than a customer who keeps coming back to you? Throughout your business, we focus on creating effective omnichannel marketing strategies to enhance the experience of your customers and expand your business. A deeper immersive experience across all channels by Blaash can increase your marketing ROI, Let’s Talk to know more details.

  • The Simplest Ways to Retain B2B Customers

    The Simplest Ways to Retain B2B Customers

    A B2B customer retention strategy strives to maintain long-term relationships with your existing customers. In today’s dynamic market where customers’ preferences and needs are constantly changing, relationship marketing becomes an essential strategic tool for companies. When your business is growing, you probably focus on acquiring clients. By providing quality service, communicating effectively, rewarding loyal customers, and offering innovative products and services to build lasting customer relationships. You need new buyers to satisfy your constant product and pricing changes. Gaining new customers will lead to growth.

    Customer retention increases the sales opportunities, your product or service will benefit from limiting the number of people who leave your business within a short period, thereby retaining their loyalty and extending the relationship.

    Customer loyalty is very important, 5% of an increase in customer retention will create more than a 25% increase in profitability, says Frederick Reichheld of Bain and Company. Even though you won’t be able to keep all customers, take all the steps you can to make sure you do. To do so, you need to have a solid strategy for customer retention. (Our experts can help you)

    Make Your Onboarding Program Engaging –

    New customers frequently get neglected for far too long after signing on the bottom line, which is one of the most common mistakes we see. You should consider implementing an onboarding program that provides a representation of your brand’s value and customer service. Providing a customer with a clear roadmap is like onboarding. This leads to a good customer experience and allows your business to collect information early on about a customer.  To onboard and guide customers through the sales process, you need to hire the right people for your customer-facing team, creating welcome emails explaining how your organization works, reinforcing the benefits of cooperation with you, and demonstrating how clients can begin to use your products and services is a simple way to get customers started. Give your subscribers something they will love in an onboarding email such as videos, discounts, freebies, and Engaging quizzes.

     

    Improve customer satisfaction by personalizing the experience –

    Often, B2B companies deal directly with their customers, so they must provide an exceptional level of customer service. By personalizing recommendations and services, customers are not only looking for treatment like a person, but also a brand that values humanity. Using this solution, you can simplify processes such as updating product catalogs, handling payments and managing warehouse distribution.

    High-quality products and services alone will not develop a deep bond between a brand and its customers. The brand must demonstrate a genuine concern for the customer. Creating and sharing enduring content can be a great way for brands to provide customers with this type of support.  It is an excellent example of this to look at Canva’s Design School. Implement a strategy like this by identifying and communicating on the channels your audience prefers. If their attention is on email or Snapchat, that’s what matters. Be sure to personalize every message as well. Embrace that channel and encourage customers to contact you directly. Whenever you communicate, ensure that it sounds as if it comes from a human.

    Loyalty rewards for customers –

    Customer loyalty, which has repeatedly demonstrated itself to your business, deserves appreciation. 80% of your sales can be generated by them. Therefore, it makes sense to recognize and reward them.

    Build a loyalty platform with clear consumer benefits, and layer in customer-generated content to help build a community. With a great voice of the customer (VOC) strategy–including questions and answers, ratings and reviews, and visual content–your customers will feel right at home consuming and adding their own voice to your community.” –  Eric Taylor • Director of Product Management, TurnTo Networks

    Among the numerous programs offered by Reebok is VIP experiences, training and wellness, partner rewards, and more. These programs may cost Reebok less than a gift-based rewards plan. Customers who purchase products and services a second time spend 70% more than those who buy them for the first time. Customers are more likely to spend more when they have developed a sense of trust in their preferred brand over time. Having satisfied customers will likely lead to more sales and more referrals. Customers who are loyal will not only keep returning but will also spread brand awareness through word-of-mouth marketing.

    A customer loyalty program is a wonderful way to encourage your consumers to stay loyal to your brand. Customer engagement is one of the best ways to reap rewards from your service.

    Clients who have remained with you for an extended period may qualify for a free or reduced subscription. Try offering an exclusive preview of a new product or service to loyal customers and discount the price. On the other hand, send your most loyal customers personalized gifts or rewards, such as hampers or gift certificates. (Learn more about this)

    Attend to complaints and apologize when mistakes are made –

    Poor customer service causes 89% of consumers to do business with a competitor. Online complaints about poor customer experiences were ignored by 79% of consumers.  Every complaint you receive, there are other customers who encountered the same issue but did nothing about it. Take complaints seriously. They provide valuable information. There should be clear information about where to complain, how to complain, complaints should be handled promptly, the customer should be invited to complain, and the company should pledge to resolve the complaints.

    Managing complaints, finding root causes, and fixing them should be carried out by someone in the organization.   It is important that policies and processes for handling complaints are disclosed to customers and employees, that employee training on handling complaints be provided, and that both customers and employees feel empowered to resolve complaints, as well as that complaints data be collected and analysed, and that technology be integrated to support complaints-handling and generate useful management reports.

    In business, mistakes cannot be avoided no matter how hard you try. If you do not respond appropriately to a mistake, you could lose your valuable customers whether it was a data breach, an outage, a billing error, or something else.

    Are you using the right customer retention strategy?

    Retaining B2B customers is possible in many ways. However, not every strategy will work every time. But if you keep the customer’s needs in mind, they’ll be happy to purchase from you whenever possible. Interested in getting ahead of the competition?

    Customer retention programs improve customer lifetime value, reduce costs, and build long-term relationships. By using Blaash.io strategies, you can gain a clearer understanding of your target audience, find topics and keywords based on their interests, and tailor your content accordingly. Talk to us right away!