Have you ever had that one friend or family member who only reaches out when they need something? It can be pretty disappointing, right? Unfortunately, some businesses can give off the same impression. You get a cheerful email and a “how you’re doing” when it’s time to renew, upgrade or they’ve got something new to sell. And once you’ve paid or signed the contract, they seem to disappear into thin air. It’s like being ghosted!
That’s a marketing “no no” if you want to succeed in business. If you consistently communicate with your existing and potential customers, then you’re on the right track. Why? Let’s find out why customer-focused marketing will help you succeed.
Customer-focused marketing helps you build loyalty and boost referrals
Picture these two scenarios. You need an accountant (aka a service provider), and you are presented with these two options:
A) You can hire an accountant that treats you as a dependable set-and-forget customer. They just send you an email at tax time, and don’t ponder your relationship status too much during the year.
B) You can hire an accountant who is proactive even before you become their client. They regularly reach out to you (but not too often as they know you are busy). They send emails and texts providing updates on the sector, useful tips, reminders, and advice. They always keep you in the loop and you learn from your interactions.
Question: Who would you engage? Most of us will choose the second accountant who has a client-focused approach and will make you feel valued.
Question two: Who would you recommend? Another no brainer! You would also refer them to others because you’d feel that they provide value to you.
So, when it comes to building a successful service business, creating a strong relationship with your clients, will make the difference. Specifically, it will:
1. Encourage your current clients to remain loyal to your business.
2. Encourage your current clients to refer you to others.
So what kind of business do you want to be? If you choose the second option (and you should), let us give you practical, customer-focused tips that will help you succeed in business.
Customer-focused marketing tips to help grow your business
1. Reach out to your clients with advice related to the service you offer. For example, if you are an insurance broker, send your clients a reminder to update their business or home security systems before going away on holiday this summer.
2. Communicate with your customers when things happen in their lives. This lets your customers know they remain your primary focus in times of change and uncertainty.
3. Send a monthly (or quarterly) newsletter and offer a gift for customer referrals.
4. Make a call. Some may say that this is old-fashioned, but trust us, it works! A quick chat over the phone can go a long way towards building customer loyalty.
5. Promote their businesses on your social media platforms, giving them a public shout out. Remember to tag their company and personal profile in your posts to reach more people and increase their brand awareness.
At We Are Savvy, we love seeing businesses reach their goals. We have been creating effective marketing for over twenty years, and we can help you too. If you require professional marketing support, get in touch via hello@wearesavvy.com.au.