Getting new customers retention for website and media agencies can be relatively easy. But the question is, what customer retention strategies have you got in place? To keep hold of those customers so that in a year or a few months, they’re not going to go to another competitor in a year or a few months.
To find out more, check out my video below or keep reading for the full blog.
Now, this doesn’t just apply to a website and Media Design agencies but also applies to many other types of businesses. We spend so much time, money and effort in getting those customers. If you understand anything about the pressure law, it is based on 80 20 types of law. Whereby 80% of your business can come from 20% of your customers by serving them well.
Today I want to tell you seven strategies, which I have learned by running my own digital marketing agency. I am sure that you’re gonna find of great value to implement in your business. To increase customer retention for Website & Media Agencies
Be clear about their objectives. So this is where a lot of businesses fall because they haven’t really got a process in place to understand what their clear objectives are. What are they really hoping to achieve? When they approach your website or media agency? Is it sales is it brand awareness? Is it leads? If it is any one of those, then put some numbers behind the for some KPIs to know exactly where you are currently.
So, in other words, you quickly benchmark and where they really want to be. What this will do is it will make sure that the strategies that you implement in line with their objectives manage customer expectations.
So what do I mean by this? A customer will typically come to you and say. They might want a website. And it might be really complicated website. I want it within four weeks; ask yourself, Is it really achievable? And if it’s not, then rather saying yes, to win the business, learn to say No. It’s not achievable within this timescale.
But what we can do is we can do whatever timescale that you think is realistically achievable. Whether it’s two months or three months, or give a plan of action to say.
You know, it’s straightforward that we get caught up in our day to day type of work. We start sending out lots of emails, and so on, but emails don’t really build relationships.
Sometimes it’s good to have a process in place whereby you know you’re going to pick up the phone, and you’re going to talk to them. Not just relying on emails or text messages. Please don’t feel afraid to say, hey, let’s meet up. Because there’s nothing like meeting physically,
You’re building that rapport with your customer; you’re building that trust. You would do or say we a customer may do say, which they would otherwise say over the phone.
Be proactive. So what I mean by this is, don’t just wait for a situation to happen, and then think down. What are we gonna do about this? You’re the experts in your field. So you should know, what are the emerging technologies? What’s new, what’s old? What should the customer be doing? So if you foresee a situation whereby an in two months. This customer may have an issue with XYZ due to various factors.
Like seasonality or demand something rather than waiting for it to happen, just waiting for the customer to get back to you, tell them about it, pick up the phone and say. Hey, what do you think about this? Or what do you think it’s new technology? What are we going to do when a certain event approaches? What strategies can you put in place?
So basically, be proactive in terms of not just waiting for the customer to tell you. You tell them you’re the experts be true Experiment. Now, you know, it’s straightforward to hide stuff away from your customers. If something’s not going right, you should not tell the customer because they might not find out. But the chances are that it’s going to be short-lived. You will get caught very soon.
But it’s not going to be because of these reasons; you don’t hide stuff away. And don’t be afraid to educate your customers in terms of exactly what you’re doing. It’s unlikely that the customer will go away and do it themselves because they normally don’t have the resources.
So don’t be afraid to be open with your customers and tell them exactly what you’re doing. And again, by doing so, you’re building a relationship with your customers.
Not only are you building relationships with your customers, but you’re building trust. It’s the trust aspect that is goodwill help them might get this service cheaper elsewhere. But I trust these guys because I know what they’d like to open with me. They’re transparent with me. So I want to stick with him to give added value.
You know, the customer would typically come to you and say I want x, well, think to yourself that you know. It’s great delivery, just x, whatever x might be, whether it be a website. Whether it be your logo or whether it be a billboard advertisement or marketing strategy. But think outside the box, because remember, you’re the experts again. Don’t just do what they told you to say go the extra mile. That’s where you really got to help bring value to your customers. Go that extra mile and show the customers that you genuinely care for their business. You’re not just doing whatever they’re paying you to do. You’re going above and beyond the call of duty. Provide the customer with meaningful reports.
Now, in my digital marketing agency, we take on so many customers from other agencies. I have seen some horrendous reports that are absolutely meaningless. What you’re doing is you’re blinding your customer with science. Again, this is short-lived by giving meaningful reports in terms of KPIs. Whether it be home average revenue, they’ve generated. What the ROI is, or their cost per lead?
These tangible types of metrics which you can provide to your customers. That’s what’s going to help them to assess whether they are in line with their objectives. Or if they’re not, what changes do we need to put into place, not just me, or you or the agency.
But you know, work as a partnership to say what sort of changes we need to put in place to fix whatever issues. Because we’re not meeting certain KPIs, and that information can only come from the reports
What would be really interesting to see is why what are the strategies that you’re putting in place? Or have you put any strategies or strategies in place? Not just for customer acquisition but customer retention. It’d be great to hear that what you’re doing within your business, which may work, may or may not be working as well.
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