Generating More and Prolonged Business with your Customer Base

It costs a business much less to keep an existing client than it does to attract a new one. So to ensure your profit margins can be maximised, it makes sense to have a customer retention strategy that works, creating loyalty and giving your valuable customers what they want.

Sussex marketing agency, Smart Monkey can help you create such a plan for your business by following the approach below:

• Targets and Metrics:

  Customer retention can be measured in several ways dependent upon the type of business you are in. It is important to look at previous performance and the levels of repeat business achieved and then outline what levels of repeat business you would like to achieve. Smart Monkey can then help you to formulate a plan to achieve this.

  

• Understand your Existing Clients:

  Do you know exactly who, how and where your existing clients are? Your retention strategy must have your customers at the heart of it. We help you to identify all of the specific groups within your customer base and understand the reasons why they buy and what will encourage them to continue buying... from you!

  

• Understand your Competitors:

  Keep your friends close, and your enemies even closer! Knowing exactly who your competitors are and their strengths and weaknesses, will allow you to identify the areas of opportunity, as well as where to build counter and potential threats. Ensuring you have a clear understanding of the competitive landscape is absolutely essential. There is very little loyalty these days... unless you take significant steps to encourage it.

  

• Creating the Smart Monkey Marketing Plan:

  We now know your retention objectives, who your customers are and what they want and your competition. We now have the information required in order to create an effective retention plan ensuring your clients keep coming back and spread positive vibes about your company. Our plan will outline the activities required in order to achieve your goals and will include the right blend of disciplines outlined below.

  

• P is for Perfection

  In order to enhance your client retention success, it is important for us to look at your business as a whole, rather than just focusing on the Promotion side. We take into account all of the areas below and provide relevant advice that will contribute to the overall success of the retention plan:

  

  • Product
  • Price
  • Place (Distribution)
  • Promotion

  • People
  • Physical Evidence
  • Processes

• Implementation of the Plan:

  So now you have a retention plan, you need to implement it. We can help you do this and work with you as part of your team, all striving to achieve the same business objectives. We operate in a proactive manner and bring expertise that so many organisations don't have in-house.

  

• Return on Investment:

  All retention campaigns and associated investment can be measured for their performance. By doing so, we can ascertain the value of each and finetune all marketing activities so they provide the best return possible.

  

• Performance Based Commercials:

  Once the plan has been created, we recommend working with you on a performance related scheme. This ensures perfect focus from everyone and when targets are achieved or exceeded, everybody wins.

  

Our Tactical Support Services

• Branding and Corporate Identity:

  To reflect your organisation's personality and provide a strong identity that your customers will associate with.

• Value Proposition:

  Ensure you have a compelling message that will encourage repeat business with solid loyalty and incentive schemes to help achieve this.

• Interaction... Give your Customers the Power!

  Provide easy means for your customers to interact with you and your business, allowing them to have a say and providing you with invaluable information.

• Graphic Design:

  Visually portray your brand and messaging in a manner that will capture the imagination of your customers.

• Copywriting:

  Alongside great design, the right words will help to capture your customer's attention, spark interest, create desire and most importantly, encourage repeat action.

• Website Design and Management:

  Create an engaging website design providing your clients and future clients with a high quality user experience.

• Website Accessibility:

  How does accessibility and standards compliance impact on your business

• Search Engine Optimisation:

  Ensuring your website can be found easily on the search engines using a mix of organic / natural search engine optimisation and paid for search engine techniques. If your existing customers can't find you quickly, they may be tempted to go elsewhere.

• Email Marketing:

  Award winning email design and content to ensure you maintain a regular dialogue with your customers.

• Viral Campaigns:

  Provide innovative materials which your customers and prospects can share amongst themselves and create significant awareness of your brand.

• Public Relations:

  Generating a buzz about your company and ensuring a positive image ensures your customers feel proud to be part of your company.

• Advertising:

  A mix of online and offline advertising designed to keep you in the minds of your customers.

• Events and Exhibitions:

  From inception through to organising and de-briefing on events that bring your customers together in a forum which suits them.

• Direct Mail:

  An effective route to reach profitable customers, generate awareness and interest in existing and new products and services and prompt positive actions such as enquiries, store and website visits, recommendations to friends and family and cross selling through sampling your new products or services.