How to Use Customer Service to Build Loyalty and Retention for SME Biz

Introduction:

I've always been a firm believer that customer service is the key to any successful business. 

When you treat your customers with respect and go the extra mile to help them, they're more likely to become loyal customers who will keep coming back for more.

As a small business owner, I know that customer service is especially important for SMEs. We don't have the same resources as larger businesses, so we need to make sure that we're providing our customers with the best possible service.

In this blog post, I'm going to share some of the ways that I've used customer service to build loyalty and retention for my business.

Focal points: 

1. Put the customer first.

This may seem like a no-brainer, but it's important to remember that the customer is always the priority. When you're dealing with a customer, put their needs first and do everything you can to help them.

This means being responsive to their inquiries, resolving their issues quickly and efficiently, and going the extra mile to make sure they're satisfied.

2. Be personal.

One of the best ways to build customer loyalty is to make them feel like they're more than just a number. Take the time to get to know your customers and learn about their needs.

This will help you to build a personal connection with them and make them feel valued.

3. Be consistent.

Customers expect a consistent level of service every time they interact with your business. This means that you need to make sure that your customer service policies and procedures are clear and that all of your employees are trained to provide the same level of service.

4. Be social.

Social media is a great way to connect with your customers and build relationships. Use social media to share updates about your business, answer customer questions, and provide customer support.

5. Be proactive.

Don't wait for customers to come to you with problems. Be proactive and reach out to them to see if they need anything. This shows that you're interested in their business and that you're willing to go the extra mile to help them.

6. Be grateful.

Don't forget to thank your customers for their business. A simple "thank you" can go a long way in building customer loyalty.

Conclusion:

Customer service is an essential part of any successful business. By following the tips in this blog post, you can use customer service to build loyalty and retention for your SME business.

Web Story:

I've been running my small GMB online consultancy from home for over five years now, and I've learned a lot about the importance of customer service. I've seen firsthand how good customer service can lead to loyal customers who keep coming back for more.

One of the things that I've done to build customer loyalty is to create a "Customers First" policy. This policy states that our customers are our top priority and that we're always willing to go the extra mile to help them.

We've also made it a point to be personal with our customers. We take the time to get to know them and learn about their needs. This helps us to build a personal connection with them and make them feel valued.

We've also been proactive in reaching out to our customers. We regularly send out emails and newsletters to keep them up-to-date on our latest products and services. We also use social media to connect with our customers and answer their questions.

Finally, we always make sure to thank our customers for their business. We send out thank-you notes after every purchase and offer loyalty rewards programs to show our appreciation.

I believe that our "Customers First" policy has been a big factor in our success. We've built a loyal customer base who keeps coming back for more. And I'm confident that our customer service will continue to be a key driver of our growth in the years to come.

So, if you can retain customers or make them HAPPY more than one-timers, the chances of revenue earned are more. For example, 20 percent of repeat customers are responsible for 80 percent of revenues.

TOTAL CUSTOMER FOCUS is the matter.

 

CUSTOMER IS ROYAL

 

TREAT THE CUSTOMER LIKE ROYALTY, AND ROYAL WAY…

1.   Be Courteous to Customers. A study by NewVoice, reveals that 53% of customers who don't feel valued switch brands. …

2. Do Something Nice For Customers Every Time. Appreciate your customers for doing business with you. …

3.   Create a Lasting Impression. …

4.   Offer Customers Value For Money. …

5.   Respect Customers' Time.

6.   CUSTOMER ALWAYS RIGHT

Questions for Sharing:

·    What are some of the ways that you've used customer service to build loyalty and retention for your business?

·    What are some of the challenges that you've faced in providing excellent customer service?

·    What advice would you give to other small business owners who are looking to improve their customer service?

Brand Mention:

I'm the owner of (Baba Home), a small business that provides (a Marketing Consultant in Chattogram). We've been in business for over five years, and we're committed to providing excellent customer service.

Digital marketing SMART goals: What, Why and How to Optimize it |

Developing SMART goals is not rocket science

You don’t need to have a post-grad in business marketing to develop SMART goals that align well with your digital marketing strategy. Online and Google search is a HUGE Atlantic of Researches Articles Posts on these Niches. Try to refine your keywords to search for the right resources and information that guide you in the right direction… 

 

What, Why, and How to Optimize it? Assembling the all components of your marketing campaign to drive your revenue goal… the ultimate and at large…

 

This is not a game of quick brown fox jumping over the lazy dog. We must have to think about and take into consideration:

How to BEST Agile in a Changing Post-Pandemic & Ukraine Russia War

 

Be SMART Think SMART Plan SMART in all cases!!

SMART an acronym is a fact and its optimization is the center point of this post out of my very ongoing dialogue on Group Advertiser recruitment!

 

I don’t have any info about their Marketing Plan and Strategy. I am keen to know all about it!!

The marketing strategy is only as good as the time you take to verify its effectiveness. Having the ability to identify if the goals you set have been reached or not lets you determine what needs to be used more or less and what needs to be optimized.

Optimization is the synchronization to make healthy syrup by combining it with all ingredients mixture. Setting a SMART goal can take your digital marketing strategy from a simple collection of tactics to one driven with purpose.

 

Why SMART goals are important in digital marketing?

Effective SMART goals can help marketing teams clarify their objectives, identify areas of improvement and create successful advertising campaigns. Using SMART goals in your marketing efforts may increase your overall revenue and improve customer relationships.

 

Digital Marketing is an amalgamation of many Tools Tactics and combinations of SEO Social Digital Email Branding Promotion Campaign Sales Advertisement BD CRM + more. So a decision must be taken aligning all sides into consideration 

So it will require an integrated measure to align with long and short-term goals and objectives too.

Keep a close grip on your marketing objectives, know your audience inside out, and stay rooted. 

A marketing team well-equipped with skills and supported top-down with the right resources can realize any goal you set for them.  

A goal is an achievable outcome that is generally broad and long term while an objective is shorter-term and defines measurable actions to achieve an overall goal. While different, the two terms are often used in unison when working on a project. This is because both are essential to planning and executing a project.

Plans entirely focus closely on an organization's long-term goals, which may take place over the next three to five years. Strategies handle upcoming or short-term goals that may happen shortly, usually within the year.

SMART marketing strategy under your organization’s long-term goals piecemeal to achieve… 

Objectives (Short-term) must be taken into an align with the light of long-term goals. To Identify areas of improvement you will require insights: 

Present KPIs data and future achievable improvement to drive. KPIs are numerical values that reflect the efforts of your marketing strategy. They also give you the information you need to make decisions that will help you make pivots when things aren’t going as well and help you celebrate all of the digital wins you’ll realize from your optimization efforts as follows:

1. Traffic from organic search

This KPI will give you an accurate gauge of the percentage of website traffic earned through organic search.

It's possible to attribute traffic flowing to your site generated by organic searches to your search engine optimization (SEO) strategy. 

2. Website or landing page conversion rate

Whether you've developed a dedicated (and great) landing page as part of your campaign or you're directing prospects to specific pages on your website, understanding how each is performing regarding conversions is essential.

Gaining a picture of your conversion rates and comparing these metrics to other pages on your site will help you identify potential weaknesses or capitalize on strengths. In doing so, you’ll be able to replicate this success elsewhere.

These metrics will also help you gain an understanding of how engaging, user-friendly, and value-driven your content is to target consumers:

·    Bounce rate

·    Average session length

·    Goal conversion rates: this is a metric designed to visualize when a prospect has completed a niche campaign goal such as subscribing to a mailing list or sharing a piece of content, among a raft of other activities, depending on your goals and aims

3. Cost per click (CPC)

CPC is a valuable digital marketing KPI as it offers a clear-cut pricing model that will help you to make your campaigns as effective and cost-efficient as possible.

This KPI will help you to visualize your average spend on your various paid marketing activities including pay-per-click (PPC), display ads, and retargeting.

The aim is to drive your CPC steadily over time which will result in more effective, efficient, and economical campaign activities. 

In this arena, here are two additional KPIs that you should track:

·    Cost per acquisition (CPA)

·    Customer lifetime value (CLTV)- this is the most important customer loyalty and retention FOCUSED factor that fosters long ongoing relations partnering with customers.  

4. Return on marketing investment (ROI)

As a data-savvy marketer, you will understand the importance of tracking the ROI for every one of your initiatives or activities. Your digital marketing ROI dictates how efficiently you are spending your budget on a particular campaign. By drilling down into this all-encompassing metric, you’ll be able to tell if your investments are yielding tangible results.

The higher the ROI means the campaign is achieving its goal. A solid ROI means that your campaign spending is effective. Should your ROI prove to be low, you’ll be able to drill down into your weakest areas and adjust accordingly.

 

For example- You are thinking of starting an advertising campaign on Facebook; you must select an objective first. Taking into consideration SALES is our PRIME objective.

KPI management is a process by which organizations monitor the performance of their metric goals and objectives against desired outcomes.

Five of the most common key performance indicators (KPIs)

·        Revenue growth.

·        Revenue per client.

·        Profit margin.

·        Client retention rate.

·        Customer satisfaction.

Conclusion:

Most importantly- to compare your campaign outcome is to measure the success with old performance. So it will require all old and new campaign data...

Set goals and stay focused

Set achievable and relevant goals before you start any digital marketing campaign. These could be related to ROI or other digital marketing KPIs and should align with your budget constraints and scope. As your campaign progresses, report on these metrics to see if there are any gaps or if each specific part of your campaign is performing well. These areas of opportunity can help refine your campaign or create an entirely new one that caters better to your audience.

Focus on the channels that work best for you

Focusing on fewer channels can result in a higher ROI. Identify the channels — such as social, SEO, PPC, or email — that work most effectively for your brand first. Then, think about how to reallocate your marketing budget in a way that maximizes your returns.

Test and optimize

Testing your marketing campaigns' work is the only way to know how well they work. Use variable tests to experiment with new copy, visuals, links, and more to narrow down what your audience responds to. Not only will testing improve current campaigns, but it’ll also give you a better starting point when launching new ones.

FOCUSED on Client retention and Customer satisfaction

Most Importantly- Marketing teams typically cultivate relationships with customers, because happy customers often recommend a brand within their social circles. You can use a SMART goal-setting process to evaluate your customer engagement protocols and inspire loyalty and retention the key to the long-ongoing partnering relationship with them. By reflecting on your customer service practices using a guideline, you can find new ways to personalize advertisements and conduct more successful sales events.

 

Facts:

Organic search is responsible for 53% of all site traffic, paid 15% [Study]

Key Points

·        According to Google’s Economic Impact Report, organic search is 5X more valuable than Google Ads.

·        Paid search is a good short-term marketing solution, but organic search creates long-term, compounding ROI.

·        Social media helps you build your brand, but organic search is what helps you target high-intent consumers.

·        Organic search doesn’t just drive qualified traffic and conversions, it also improves brand perception.

 

Retention ≠ Loyalty

Retention does not equal loyalty. 
A retained customer continues to buy from your brand. 
A loyal customer prefers to buy from your brand. They seek you out. They are your brand ambassador.

You can get people to come back and purchase again, thereby retaining them, but retention is a short-term strategy. It feeds into loyalty as a long-term strategy, whereby there is almost an emotional connection between the brand and the buyer.

 

SEO can deliver massive ROI. But, although digital marketing spending has steadily increased over the years, so have your options. As a result, online marketing dollars are split among various activities.

 

More Resources to read which I used to create this post:

https://www.wrike.com/blog/how-set-smart-marketing-goals/#How-do-you-set-realistic-SMART-goals-for-campaigns

https://coschedule.com/marketing-strategy/marketing-calendar-template

https://intigress.com/blog/digital-marketing/digital-marketing-smart-goals

https://www.indeed.com/career-advice/career-development/smart-goals-marketing

https://baba08.blogspot.com/search?q=customer+retention

How Employee and Customer Loyalty is the Best Policy to drive success

Everybody and every business's ULTIME goal is to drive success. Plan Strategy Policy Management all FOCUS on the goal to achieve. 

Employee and Customer Loyalty are the Best HUMAN aspects to mobilize.  Building and keeping an effective workforce and Customer base can help companies develop, grow and perform efficiently in their industry. 

The vast majority of consumer journeys start online they like to browse,  research and compare products, even if they intend to buy in-store. The way consumers shop is reshaping the marketplace. 

Everybody every Business heading to the online Website Social Media to get  Exposer and FOCUS. Online Social Media and the online revolution also bring changes in customer experience and marketing. 

Employees who trust a company are more likely to pursue opportunities that can help them advance in the company. Having loyal employees can also help companies increase their productivity, enhance their company image and maintain revenue. In this article, we discuss employee loyalty and its importance, along with tips to help increase loyalty within your organization.

When employees are loyal to their workplace, they will be more willing to invest in their work, innovate new ideas, and go the extra mile. Loyal employees are happy employees, after all, and as Forbes reports, happy employees mean “hefty profits”.

What is an example of loyalty in the workplace?

When an employee feels loyalty to a company, she takes pride in the company's product and the company itself. Loyal employees create customer referrals by encouraging friends and family members to purchase your product or service. They also provide referrals for qualified employment candidates.

 

Relationship marketing is important for its ability to stay in close contact with customers. By understanding how customers use a brand's products and services and observing additional unmet needs, brands can create new features and offerings to meet those needs, further strengthening the relationship.

Customer relationship marketing (CRM) is a business process in which client relationships, customer loyalty, and brand value are built through marketing strategies and activities. CRM allows businesses to develop long-term relationships with established and new customers while helping streamline corporate performance.

Relationship marketing helps retain customers over the long term, which results in customer loyalty rather than customers purchasing once or infrequently. Relationship marketing is important for its ability to stay in close contact with customers.

CRM - Types

·         Strategic CRM.

·         Operational CRM.

·         Analytical CRM.

·         Collaborative CRM.

4 Types of customer relationships and how they affect your brand

·         By Candace Huntly.

·         TRANSACTIONAL CUSTOMER RELATIONSHIPS.

·         EMOTIONAL CUSTOMER RELATIONSHIPS.

·         COMMUNITY-BASED CUSTOMER RELATIONSHIPS.

·         VALUE-ADD CUSTOMER RELATIONSHIPS.

 

Loyalty is faithfulness; not just avoiding temptation (but that too), but being faithful in all of your promises, keeping your word, following through on your plans, and sticking with your partner till the end. Loyalty is steadfastness; knowing you can rely on each other

Increases employees' loyalty, makes a sense of belonging, increases employee satisfaction and performance, performance management becomes easier, creates a culture of appreciation within the company, promotes corporate reputation, increases internal communication, and helps talented employees stay in the company.

Often Forgotten, Always True: Loyalty is an Emotion.

Our experiences are perfect illustrations of the two primary types of loyalty in the world: transactional loyalty, and emotional loyalty.

Loyalty is the essential flavor of ongoing relations Over the years, the three most effective types of customer loyalty are transactional, emotional, and behavioral loyalty.

The 4 types of loyal customers you need to know

•     Active Layal (43% of the adult population) Stay loyal to brands for both routine and special purchases. …
•     Habitual Layal's (23%) Stay loyal to routine buys but shop around for special purchases. …
•     Situational Layal's (9%) … 
•     Active Disloyally (27%)

Six Tips for Maintaining a Healthy Long-Term Relationship

1.       Compromise. Early in relationships, things tend to be more of a 50/50 split. 
2.       Be open and honest about your feelings. …
3.       Know that nobody ever “wins” an argument. …
4.       Understand how your partner expresses love. …
5.       Refuse to use the silent treatment. …
6.       Give them space.

Long-term loyalty relationships focus on more than just sales: they require you to go above and beyond in showing your customers that you care about them and their individual needs. 

And while winning over new customers is always important, don't forget about strengthening the connections you already have, too.

That’s how you are likely to generate a loyal customer base. Providing creative personalized HELP services to make them HAPPY. Happier is closer, nearer, and loyal.

And we know that a loyal customer base will always be loyal to your brand not only after one sale but for a long time. 

Customer loyalty describes an ongoing emotional relationship between you and your customer, manifesting itself by how willing a customer is to engage with and repeatedly purchase from you versus your competitors. Loyalty is the byproduct of a customer's positive experience with you and works to create trust.

Customer loyalty increases profits improves sales success and allows improve for sustainable growth. Loyal customers are the goodwill ambassador of your company. Loyal customers are the fans. Their word of mouth, referrals, and reviews help drive more new customers out of loyal customer networks and connections.

A well-designed and well-executed loyalty program can help you retain existing customers, attract new customers, reduce turnover and drive profits.

Customer Retention:

Did you know that 59% of customers are saying that they have higher expectations for customer support than they did a year ago? 

It’s no surprise then that businesses across all industries are putting a bigger focus on CX (customer experience) to help scale and also increase customer retention.

But how do you do this most cost-effectively?

you need to understand what metrics are the most important to track and what to expect of your teams to ensure that your customers are being handled with the utmost care. 

Conclusion: 

Employees and Customers are retained where they are Happy and Satisfied. 

Loyalty is the essential flavor of ongoing relations Over the years to maintain. 

Resources help created this post: 

https://www.indeed.com/career-advice/career-development/importance-of-employee-loyalty

https://www.linkedin.com/pulse/what-relationship-marketing-how-do-you-jessika-phillips/?trk=read_related_article-card_title

https://hbr.ohttps://hbr.org/2005/09/building-loyalty-in-business-marketsrg/2005/09/building-loyalty-in-business-markets

https://www.business.com/articles/what-makes-customer-loyalty-so-important/

https://www.gbscorporate.com/blog/employee-loyalty-is-your-most-important-resource