Why You Should Focus On Relationships Before Acquisition
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How exciting is it to get a new customer? You get this little buzz of validation and excited at the prospect of gaining more and more just like them. Acquisition can cost you a bit though. And if you’re investing in acquisition tactics at the expense of serving your existing customers better, well now, we have to talk.
Acquiring new customers costs you more than keeping your existing customers.
[bctt tweet=”Brand loyalty starts with brands actually giving a shit about their customers” username=”brandisnotalogo”]
This got me thinking about brand loyalty and whether it even existed in a world where the barriers to entry are so low and the cost of getting out of a relationship is low. Free trial periods, no contracts, no fees. There are a lot of ways brands are giving their customers a way to easily get out of a relationship with them.
Think about it. Brands don’t have to spend millions on media like they used to in order to attract new customers to their brands. They can whip up an ad which is highly targeted and creepily follows people around the internet, popping up wherever they go, for such a small percentage of the cost of even producing a piece of traditional media. And it will convert!
Just because you can, doesn’t mean you should.
Well, not if it means you’re not spending money on ‘customer retention’ (for the record, I hate that term ‘retention’ sounds so clinical and cold). What it’s really about is relationships.
What do you do to foster long-term, rich relationships with your customers? What can you do to surprise and delight your customers? What can you do to keep them coming back again? What can you do to get them to tell their friends and family about you?
I came to the conclusion that yes, brand loyalty does and can exist. It’s just so many have forgotten its importance.
[bctt tweet=”Brand loyalty exists if brands foster their relationships with their customers.” username=”brandisnotalogo”]
So, how do you maintain positive customer relationships and increase the customer lifetime value (CLV) of your existing customer base?
It doesn’t take much to think of ways to show you care. We’re all human. We all like something that makes us feel like we’re wanted and special and that someone genuinely cares.
It doesn’t have to be tricky or expensive. And for it to really mean something, don’t attach it to an existing holiday or occasion. Do something just because.
Send a personalised email. Like, an actual one-to-one email, not a [fill name in here] templated email. Human to human.
Send a postcard.
Send a gift card.
Give them a bonus – a special discount code, extra credit, a freebie next time they buy from you.
Frankly, this goes for friends and your significant other too.
Determine how frequently your customers buy from you. Do they need something from you weekly, fortnightly, monthly, quarterly? What are the reasons behind this cycle?
Now, is there a way to shorten that cycle to get people buying from you more often?
Examples of how you might do this:
Create a new offer which fulfils another one of your existing customers’ needs. There are economies of scale to be leveraged here – you already know your customer (if you, don’t start with that first!) – and know how your current offer fulfils their needs. Is there something closely related to what you currently offer that you could easily fulfil?
For example, you might create a bundle of products or services. You might be doing something in your business that would provide insane value to your customers – what could you ‘productise’ to create an additional revenue stream from?
This so doesn’t have to be hard. In a world where brands are basically forcing their customers to be fickle and switch constantly, it will be the little things that create loyalty.
Don’t forget, your most effective acquisition strategy can actually start with your existing customers – if you look after them.
What amazing brand experiences have you had that have wowed you? What are you already doing to foster meaningful relationships with your customers?
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